Varun Kumar

Customer support professional with 6+ years of experience across live chat, phone, and email support for high-volume, SLA-driven environments. Track record of resolving 50-70+ customer interactions daily while consistently meeting CSAT, NPS, first-response-time, and solution-rate targets. Skilled in escalation handling, cross-functional coordination, and revenue-focused conversations through consultative upselling. Known for empathy-driven communication and reliable performance under pressure.

Customer Service Representative - Virgin Media

(2024-01)

Supporting Virgin Media customers across live chat and phone for billing, technical, internet, phone, and TV issues

• Handle 30+ daily calls while concurrently managing 30+ live chat conversations, maintaining accuracy and timeliness in a high-volume environment
• Consistently meet or exceed CSAT, NPS, first-response-time, and solution-rate targets
• Escalate complex cases per SOPs, maintain accurate case documentation, and partner with internal teams to improve service quality
• Identify customer needs and contribute to revenue growth through relevant upselling and solution-based conversations

Customer Success Associate - Plum Benefits - Bengaluru

(2022-05 - 2023-03)

Delivered phone and email support to internal and external customers with a focus on timely, accurate, empathetic resolution

• Managed insurance reimbursement claims end-to-end, including documentation review, customer follow-up, and insurer coordination
• Resolved order, payment, and replacement issues while maintaining service quality and compliance standards
• Contributed to process improvement through accurate record-keeping and proactive issue resolution

Customer Support Executive - Tech Mahindra

(2021-02 - 2022-05)

Resolved 70+ inbound customer calls daily covering order updates, payments, refunds, and replacements

• Partnered with field operations teams to improve service delivery and strengthen customer relationships
• Developed workarounds for critical cases and maintained clear, empathetic communication throughout resolution
• Contributed to team performance goals through efficient, customer-focused case handling

Customer Support Representative - Traform Travel Technologies - Bengaluru

(2018-06 - 2020-03)

Supported customers with flight booking, expense updates, and platform issues via phone and email

• Handled 50+ customer queries and calls daily while maintaining service quality and timely resolution
• Investigated customer concerns, identified root causes, and delivered proactive, practical solutions

BBM - Business Management - CMR Institute of Management Studies, Bengaluru (2013-05 - 2016-03)

Pre-University - Commerce - Christ University, Bengaluru (2011-05 - 2013-05)

Higher Secondary Education - Shantiniketan Educational Institutions (2008-01 - 2011-05)