Kagna Om
About Kagna Om
Kagna Om is a Customer Support Specialist at Asurion in Melbourne, Australia, specializing in service request assessments and managing complex customer issues.
Current Role at Asurion
Kagna Om has been employed as a Customer Support Specialist at Asurion since 2019. Based in Melbourne, Victoria, Australia, his role involves assessing the validity of service requests for replacement devices utilizing a variety of systems, analytics, and processes. He is responsible for handling escalated calls and managing complex objections from customers whose service requests may have been declined. Additionally, Kagna identifies cases of fraud and organized misuse of the program.
Previous Experience at Asurion
Before his current position, Kagna Om worked at Asurion as a Customer Solutions Expert from 2015 to 2019. During his tenure, he liaised with the Australian Operations Centre to facilitate the repair process for devices and resolve salvage issues. His role also required close coordination with IT, AOC, and finance teams to facilitate manual shipments and resolve shipping complications. He managed tasks such as IMEI blocking and unblocking, as well as unlocking FMIP Locked Apple Devices in compliance with company policy.
Specializations in Customer Support
Kagna Om specializes in assessing the validity of service requests for replacement devices using various systems, analytics, and processes. His skill set includes handling escalated calls and managing objections from customers whose service requests may have been declined. Kagna is adept at identifying fraud and organized program misuse, ensuring that only legitimate claims are processed.
Collaborations and Process Improvements
Kagna Om has played an integral role in liaising with multiple departments such as IT, the Australian Operations Centre (AOC), and finance to facilitate manual shipments and resolve shipment issues. He actively participates in process improvement and business change initiatives that impact Customer Solutions. His contributions have aimed at enhancing both operational efficiency and customer satisfaction.