Jason Kumar
Lot 12 Borete Road Nadawa
Summary
Dynamic customer service leader with a proven track record of driving high-performance teams and significantly enhancing customer satisfaction. Expertise in conflict resolution and problem-solving facilitates effective addressing of customer concerns while fostering a collaborative and efficient work environment. Recognized for mentoring team members to excel in their roles, ensuring continuous development and engagement. Committed to adapting to evolving needs and achieving results through strong teamwork and strategic performance management, with over 5-7 years of experience in the BPO sector across the insurance, finance, shipping and energy markets.
Overview
9
9
years of professional experience
Work History
Customer Service Team Leader
Tower Insurance
07.2024 - 11.2025
- Led the customer service team to improve efficiency and service quality.
- Designed and delivered training programs to strengthen product knowledge and customer interaction skills.
- Implemented performance metrics and quality assurance measures to monitor productivity, and ensure consistency.
- Resolved escalated inquiries and complaints, fostering loyalty, and boosting customer retention.
- Collaborated cross-functionally to streamline processes, reduce response times, and enhance service delivery.
- Mentored junior staff, providing coaching and constructive feedback to drive continuous improvement and excellence.
- Championed teamwork and morale through regular meetings, recognition programs, and reward systems.
- Engage in stakeholder meetings, and recommend solutions.
- Analyzed customer feedback trends to inform strategic service enhancements.
- Facilitated integration of new technology tools into customer service workflow, increasing efficiency and accuracy in handling inquiries.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Customer Care Consultant
Tower Insurance
06.2023 - 07.2024
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Tailor insurance policy services and needs based on customer inquiries through telephone interactions.
- Providing detailed information about products or services.
- Identifying and assessing customers' needs to achieve satisfaction.
- Building sustainable relationships and trust with customer accounts through open and interactive communication.
- Meeting personal and customer service team sales targets, and handling quotas.
- Keeping records of customer interactions, transactions, comments.
- Communicating and coordinating with internal departments.
- Ensuring customer satisfaction and providing professional customer support.
- Providing feedback on the efficiency of the customer service process.
- Stay updated on new products, services, and policies.
- Engage in educational opportunities to update job knowledge.
Energy Specialist
PackLeader Pacific
01.2023 - 06.2023
- Receive inbound and make cold calls to customers along the NSW & ACT states.
- Calculate discounts and rates for customers along the panel of energy retailers with energy deals and ActewAGL, and provide the most competitive offer.
- Filling out the application for the customer and submitting the filled application for a successful agreement.
- Meeting daily, weekly, and monthly targets set by the campaign.
- Reporting to the line manager with the sales made stats.
- Conducted energy audits to identify efficiency improvements and cost-saving opportunities.
- Developed and implemented energy management plans to optimize resource utilization.
- Collaborated with cross-functional teams to integrate energy efficiency measures into building design, construction, and operations processes.
Sales Manager
Mind Pearl Limited
01.2018 - 01.2021
- Call Center Key Sales Assistant.
- Assist in customer complaints and sales regulation via product.
- Plan and create daily, weekly, fortnightly, and monthly sales budgets.
- Harmoney provides customer support in Australia and New Zealand, and offers services in loans.
- Regulating customers who have been approved for loans, and providing a true confirmation of remittances.
- Prepare an adjustment report for team leaders for revenue statistics.
- Assisted customers in product selection, enhancing overall shopping experience.
- Analyzed customer feedback to identify trends, implementing improvements to service standards.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
Senior Disbursement Officer
Carpenters Shipping
01.2018 - 01.2018
- Compiling of VSA Account
- Voyage Accounts after spooling Schedule, Teco & Manifest from Hapag Lloyd System (Suva/Lautoka)
- Freight Account (Suva/Lautoka)
- Preparing listing for vessel & Freight Account (Suva/Lautoka).
- Detention Account
- Reconciliation of M/O ledgers for each vessel
- Check and arrange payment for Hapag VSA costs
- Monthly communication costs
- Update outstanding debtors report and follow up
- Under study Freight Forwarders
Creditors Clerk
Carpenters Shipping
01.2017 - 01.2018
- Daily payment of Invoices to respective organization associated with CARPENTERS
- Preparing work paper for compiling report for Bureau of Statistics
- MRAG Asia Pacific monthly account
Disbursement Clerk
Carpenters Shipping
01.2017 - 01.2018
- Compile Miscellaneous Disbursement Accounts
- Prepare monthly reconciliation for all Local/Overseas vessels accounts
- Preparing of KYOWA vessel Account
- Monthly System charging to debtors account
- Submitting documents to FIRCA for Tax Clearance
Education
College Qualification - Computer Studies, Human Resource Management, English Lit/Language & Communications
University of The South Pacific
01.2017
Secondary School Qualification - Form 3-7
Rishikul Sanatan College
01.2014
Primary School Qualification - Class 1-8
Rishikul Primary School
01.2008
Diploma - Professional Diploma in Business Management
University Of The South Pacific
Suva07-2024
Skills
- Fully conversant on using Microsoft Word and Microsoft excel
- Well versed with computer etiquette
- Ability to work under pressure with minimum supervision
- Team player trait
- Proper Communication skill
- Team management
- Complaint resolution
- Call center experience
- Administrative support
- Sales expertise
- CRM software expertise
- Service standard compliance
- Customer service excellence
Language
English, Hindi and Fijian
Timeline
Customer Service Team Leader
Tower Insurance
07.2024 - 11.2025
Customer Care Consultant
Tower Insurance
06.2023 - 07.2024
Energy Specialist
PackLeader Pacific
01.2023 - 06.2023
Sales Manager
Mind Pearl Limited
01.2018 - 01.2021
Senior Disbursement Officer
Carpenters Shipping
01.2018 - 01.2018
Creditors Clerk
Carpenters Shipping
01.2017 - 01.2018
Disbursement Clerk
Carpenters Shipping
01.2017 - 01.2018
Secondary School Qualification - Form 3-7
Rishikul Sanatan College
Primary School Qualification - Class 1-8
Rishikul Primary School
College Qualification - Computer Studies, Human Resource Management, English Lit/Language & Communications
University of The South Pacific
Diploma - Professional Diploma in Business Management
University Of The South Pacific
Extra-Curricular Experience
2017-2020 OHS Rep & Fire Rep Completed Modules 1&2 under Carpenters Shipping with certification in participating and training under Carpenters Shipping for Fire Evacuation conducted by NFA
2025 - Current First Aid Responder (Tower Insurance) with License
References
- Gaylene Ho - Team Lead, Sales and Service, +6799217047, Tower Insurance
- Monish Chand - People and Culture Lead, +6799949888, Tower Insurance
- Monte Yee-Lim - Quality Analyst Lead, +6799719701, Tower Insurance
Personal Interest
- Content Creation - Live Streaming (Gaming)
- Listening to Music / Listening to Podcasts
- Team Sports - Futsal, Football, Rugby
- Volunteer Activities - Community Service
- Travelling - Out sourcing and scoping for further networking