ROHIT KUMAR

2+ yrs exp 79 · Very Good

About

MCA graduate with a strong technical foundation and professional experience in customer support. Skilled in Advanced Excel, Power BI, SQL, and Python for data analysis, reporting, and problem-solving. Possesses a unique blend of technical knowledge and excellent communication skills gained from customer operations. Ready to contribute effectively to project execution, team collaboration, and organizational growth.

Skills & Expertise (22)

Microsoft Excel Intermediate

7.5/10

Years Exp

SQL Intermediate

5.5/10

Years Exp

JavaScript Intermediate

5.5/10

Years Exp

Power BI Beginner

5.0/10

HTML Intermediate

5.0/10

Years Exp

CSS Intermediate

5.0/10

Years Exp

MySql Beginner

4.5/10

Years Exp

Python Beginner

4.0/10

Years Exp

Php Beginner

4.0/10

Years Exp

C++ Beginner

3.5/10

Years Exp

Node.js Beginner

3.0/10

Data Modeling Beginner

3.0/10

DAX Beginner

3.0/10

Socket.IO Beginner

2.5/10

Effective Communication Client Handling Adaptability Quick Learning Leadership Team Collaboration Analytical Thinking Problem Solving

Work Experience

Customer Relation Manager

Startek (Aegis Customer Support Services Pvt. Ltd.)

May 2025 - Feb 2026

Worked as a dedicated Airtel Black agent, resolving complex customer queries across Broadband, Postpaid, and DTH services. Utilized MS Excel to maintain daily logs of unresolved complaints, escalations, and customer feedback for weekly team reviews. Effectively managed high-volume operations, handling over 100+ customer queries daily while maintaining an Average Handling Time (AHT) of 3 minutes. Analyzed and troubleshooted service-related complaints, ensuring quick resolution and high-quality customer satisfaction.

Customer Delight Officer

Quampetence Business Solutions Pvt. Ltd.

Dec 2023 - Apr 2025

Worked in the core chat support team, handling 100+ live customer chats per day regarding product inquiries, orders, and complaints. Consistently maintained a Quality Score above 95% and delivered a fast First Response Time (FRT) of 20 seconds. Prepared daily and weekly performance reports using MS Excel to track internal metrics like FRT and CSAT scores. Promoted/moved to the Client Head Office (Review Department) in February 2024 to handle critical case reviews due to exceptional performance. Collaborated closely with the warehouse and last-mile logistics teams to track and resolve customer return requests and order issues.