Amit Gurung

Mount Valley, P.O North Point, Dist. Darjeeling, West Bengal, India · +91-8906307068/8101378497

[email protected] · https://www.linkedin.com/in/amit-gurung-88283014/
Seasoned Private Tutor practiced at helping different types of students advance and grow academically. Experience conducting both individual and group support sessions based on student needs and assessed abilities.

Professional Customer Service, successful in applying strong communication and problem resolution skills to each customer issue. A Solid history of surpassing productivity and quality targets in high-volume settings. Skilful in building long-lasting, loyal customer relationships.
Experience
Private Tutor

Vidhya Jyoti Institute, Darjeeling, West Bengal, India
April, 2012- till date

·        Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses

·        Offered complete instructional support for students unable to attend regular classes

·        Taught and assisted students in such areas as Politics, governments and international relations, creating tailored
lesson plans and study guides on the subject matter

·        Updated required logs and student documentation to keep records accurate and current

·        Supported teacher instruction by discussing concepts and creating custom practice questions

·        Worked with students in classrooms, small study areas to provide educational support

·       Planned lessons for the allotted time to strengthen weak subjects and build skills on stronger ones

·       Educated students on study tips and exam strategies

Senior System Executive

Cognizant Technology Solutions Pvt Ltd, Bengaluru, Karnataka, India

Jan, 2009-Mar, 2012
Projects: GSD-NSS (IT Helpdesk), MacAfee

·            Providing 24×7 first level Support and first call resolution to the Onsite and Offshore Users

·            Provide users with technical support for computer problems related to Software Installation, Windows Login
issues, System performance, and Printer configuration

·            Worked and used Tools like AD, Remedy, Remote Desktop Access

·            Interacted with customers professionally by phone, email or in-person to provide information and direction to desired staff members

·            Resolved issues and escalated problems with knowledgeable support and quality service

·            Maintained a flexible schedule and responded to after-hours and weekend emergencies

·            Analysed and solved multi-faceted problems that effected executive leaders and business initiatives

·            Established efficient workflow processes, monitored daily productivity and implemented modifications to
improve the overall effectiveness of personnel and activities

·            Supervised and guided new employees on daily Tasks and responded quickly to questions, which improved understanding of job responsibilities

·            Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills

·            Managed CRM database, including troubleshooting, maintenance, updates and report generation

·            Developed a highly-efficient administrative team through ongoing coaching and professional development opportunities

·            Helped employees with day-to-day work and standardized job tasks and trained junior team members on industry best practices and standards

Process Executive

Infosys BPO, Bengaluru, Karnataka, India

Aug, 2007-Dec, 2008

·             Prepared and maintained accurate and current customer account and documents with manual forms processing and digital information updates for customer and business needs

·             Answered telephone or online requests and completed interactions quickly to meet productivity goals

·             Investigated basic issues and escalated more complicated concerns

·             Maintained office supplies inventory by checking stock and ordering new supplies as needed

·             Adhered to company policies and scripts to consistently achieve call-time and quality standards

·             Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

·             Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations

·             Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response

·             Conferred with customers about concerns with products or services to resolve problems and drive sales

·             Answered customer questions regarding merchandise and pricing

·             Engaged in continuous learning and development opportunities to promote continued performance improvement

·             Communicated with customers to assess and address individual needs, providing timely and quality support via email and telephone systems

·             Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences

·             Built long-term, loyal customer relations by providing top-notch service, and detailed order, account and service information

·             Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions

·             Determined root causes of issues and solved diverse problems to improve business operations and management

·             Managed customer calls effectively and efficiently in complex, fast-paced and challenging call centre environment

·             Compiled customer feedback and recommended service delivery improvements to management

Assistant Teacher

Relling High School, Darjeeling, West Bengal, India

Aug, 2004-Sept, 2006

·              Supported student learning objectives through personalized and small group assistance to support classroom instruction

·              Organized classroom materials to help teachers prepare for daily instruction and activities

·              Distributed learning materials such as worksheets, textbooks, and supplemental activities

·              Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency

·              Tutored struggling students individually and in small groups to reinforce learning concepts

·              Took attendance, graded assignments and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations

·              Supported classroom activities, including tutoring, grading homework and reviewing exams

·              Assessed student assignments to check quality and completeness and assign grades

·              Aided teachers with classroom instruction and provided clerical support for diverse needs

·              Evaluated student progress through analysis of test scores and homework completion

·              Enhanced learning plans and quantified student progress using quizzes, essays and projects
Education
May, 2007
M.A, University of North bengal, siliguri, West bengal, india
july, 2004
b.a, ST joseph’s college, darjeeling, west bengal, india
Skills
·         Communications Skills

·         Customer Service

·         Technical Support

·         Call Handling

·         Call Centre Operations

Hobbies and Interests

·         Ms Word and Excel

·         Incident Reporting

·         Telephone Etiquette

·         Team Handling

·         Complaint/Escalation Call Resolutions
·         Watching Movies & Games

·         Listening to Music

Languages

·         English

·         Nepali

·         Hindi

PERSoNAL DETAILS

Date of Birth: 24-OCT-1982

Sex: Male

Marital Status: Married

Nationality: Indian

Religion: Buddhist

Passport Number: P5903380 [Valid From 28th Oct 2016 – Valid Through 27th Oct 2026]