Rahul Kumar

I am the best in this business

Process & Soft Skills Trainer - Eternity Digi Infotech - Work From Home

(2026-08 - 2026-10)

Zomato Chat and Voice Process

• Delivered process and soft-skills training for customer support advisors, focusing on process accuracy, customer communication, ownership, and resolution quality.
• Prepared and communicated SOP-based process updates, briefing materials, and refresher sessions to support consistent floor execution.
• Reviewed DSAT drivers and quality observations to identify root causes and plan targeted coaching interventions.
• Coordinated with Operations and Quality stakeholders on training coverage, agent readiness, and recurring performance gaps.
• Maintained training trackers, attendance records, assessments, and performance-related documentation.
• Supported improvement in customer handling by coaching advisors on empathy, probing, accurate resolution, and professional communication.

Process Trainer / Soft Skills Trainer - Airvincible - Indore

(2025-09 - 2026-07)

Swiggy Food email and chat support operations.

• Delivered end-to-end process training for Swiggy Food email and chat support operations.
• Trained advisors on order management, refunds, cancellations, delays, coupons, escalations, SOPs, SLAs, and quality requirements.
• Conducted mock chats, email simulations, role-plays, PKT/BQM sessions, and post-training assessments.
• Identified learning gaps and coordinated with Operations, Quality, and Team Leaders to support performance improvement.
• Maintained training trackers, attendance, feedback, process updates, and performance reports.

Soft Skills Trainer - iEnergizer - Noida

(2024-11 - 2025-05)

Travel-related customer support covering flights, hotels, holidays, cancellations, and refunds.

• Delivered soft-skills training for travel-related customer support covering flights, hotels, holidays, cancellations, and refunds.
• Coached advisors on professional communication, active listening, probing, empathy, service etiquette, and difficult-customer handling.
• Used practice scenarios and role-plays to build confidence in handling booking changes, delays, reschedules, and travel disruptions.

Process Trainer - Five S Digital Pvt. Ltd. - India

(2024-01 - 2024-10)

Swiggy Food customer support.

• Delivered process training for Swiggy Food customer support, including order lifecycle, refunds, cancellations, coupons, SOPs, SLAs, and escalation workflows.
• Conducted new-hire and refresher training, knowledge assessments, mock scenarios, and process-update briefings.
• Worked with Quality, Operations, and Team Leaders to address process errors and close performance gaps.

Process Trainer - iEnergizer - Noida

(2021-12 - 2023-12)

Airtel Broadband and Airtel Black customer support operations.

• Delivered process training for Airtel Broadband and Airtel Black customer support operations.
• Trained advisors on billing, payments, plans, service requests, troubleshooting, ticketing, escalation matrices, and turnaround-time adherence.
• Facilitated mock calls, role-plays, refresher sessions, and process briefings to improve process knowledge and customer handling.

Customer Care Executive - iEnergizer - Noida

(2020-08 - 2021-11)

Airtel Broadband and Airtel Black customer care.

• Resolved customer queries related to Airtel Broadband, Airtel Black, billing, payments, service activation, connectivity, and account management.
• Followed SOPs, turnaround times, and quality guidelines while coordinating on service issues and escalations.

Customer Care Executive - Indology - Jaipur

(2018-01 - 2020-06)

• Supported customers with product information, order processing, modifications, cancellations, refunds, payment queries, and delivery follow-ups.
• Coordinated with logistics, delivery, and inventory teams to support order fulfilment and customer satisfaction.

Customer Care Executive - Wizsoft Technology Pvt. Ltd. - Jamshedpur

(2016-12 - 2018)

• Supported business clients with Google Maps listing updates, verification issues, policy-related queries, and escalation handling.
• Maintained client records, follow-ups, and ticket updates while explaining listing and local-search best practices.

Bachelor of Commerce (B.Com)