Satyendra Kumar

Interact with customers to address inquiries, resolve issues, and provide assistance, ensuring a positive customer experience. Collaborate with onshore and offshore teams to enhance communication and streamline customer support processes. Demonstrate strong teamwork and communication skills to contribute to a motivated and efficient team.

Maintain and update daily manifests, ensuring accuracy and completeness in customer-related records. Utilize tools such as Windows 7 and MS-Excel to enhance operational efficiency. Possess in-depth knowledge of the application, enabling effective communication with customers.

Successfully completed online Six Sigma White Belt course, showcasing a commitment to continuous learning and improvement

Senior customer service specialist - Kerala Ayurveda Ltd. - Bengaluru

(2025-12 - 2026-08)

• Acted as the secondary point of contact for customer queries via phone, email, chat, and WhatsApp.
• Resolved complex customer escalations while ensuring high customer satisfaction and adherence to SLAs.
• Assisted customers with product information, order placement, tracking, cancellations, replacements, refunds, and payment-related queries.
• Coordinated online consultations by scheduling appointments with Ayurvedic doctors based on their availability.
• Collaborated with Operations, Logistics, Warehouse, Finance, Medical, and Quality teams to resolve customer concerns efficiently.
• Followed up with courier partners to ensure timely deliveries and resolve shipment-related issues.
• Ensured compliance with company policies, including prescription verification, refund procedures, and order fulfillment guidelines.
• Mentored and supported junior team members by providing guidance on customer handling, processes, and issue resolution.
• Reviewed customer feedback and identified opportunities to improve customer experience and operational processes.
• Collaborated with cross-functional teams to improve workflows and enhance customer satisfaction.
• Assisted in onboarding and training new team members on products, policies, and customer service standards.

Lead-Client Ops - Refyne tech private limited - Bangalore

(2024-04 - 2025-10)

Serves as a key point of contact for clients, building relationships, addressing inquiries and issues, managing accounts, and facilitating administrative tasks to ensure client satisfaction and retention. Core responsibilities include resolving client problems, onboarding new clients, providing product/service information, handling transactions, and coordinating with internal teams to meet client needs effectively

• Build and maintain strong, long-term client relationships
• Act as the single point of contact for all client communications and escalations
• Understand client needs, business objectives, and challenges to provide effective solutions
• Develop account plans and strategies to achieve revenue targets and account growth
• Ensure timely invoicing, collections, and resolution of payment issues
• Collaborate with internal teams (operations, finance, product, and customer support) to deliver client requirements
• Regularly review account performance and share reports with both clients and management
• Organize client review meetings to ensure satisfaction and alignment
• Handle escalations and risks proactively to maintain client trust

Senior Customer Delight Executive - Swiggy - Bangalore, Karnataka

(2016-11 - 2024-01)

Result-oriented Senior Customer Delight Executive with a proven track record. Demonstrated expertise in fostering positive customer interactions, both domestically and internationally. A highly motivated team player known for exceptional communication, analytical, and problem-solving skills. Committed to delivering outstanding customer experiences through a blend of interpersonal skills and organizational acumen

• Interact with customers to address inquiries, resolve issues, and provide assistance, ensuring a positive customer experience
• Collaborate with onshore and offshore teams to enhance communication and streamline customer support processes
• Demonstrate strong teamwork and communication skills to contribute to a motivated and efficient team
• Maintain and update daily manifests, ensuring accuracy and completeness in customer-related records
• Utilize tools such as Windows 7 and MS-Excel to enhance operational efficiency
• Possess in-depth knowledge of the application, enabling effective communication with customers

BCA - South East Asian Group of Institute

PUC - Miranda PUC College

SSLC - Royal English High School