Abhilash Kanchan
Naigaon - W, Thane
Summary
Dynamic Senior Customer Service Representative with a proven track record in problem-solving and customer engagement. Skilled in training and team management to enhance service quality and achieve KPIs. Proficient in leading customer service teams, with expertise in analyzing metrics to drive improvements. Known for strong communication and adaptability, achieving high levels of customer satisfaction and team performance.
Overview
18
18
years of professional experience
Work History
Senior Customer Service Representative
Firstsource Solutions
MUMBAI
05.2024 - Current
- Handled high-volume telephone calls to address and resolve customer queries.
- Handled complex queries, providing high quality, accurate service within stated timescales.
- Managed day to day resourcing and team performance to provide high-quality service and KPI attainment.
- Negotiated solutions in high-pressure situations, balancing customer needs with company policies to reach amicable resolutions.
Senior Customer Service Representative
Teleperformance Global
MUMBAI
01.2023 - 05.2024
- Handled complex queries, providing high quality, accurate service within stated timescales.
- Handled high-volume telephone calls to address and resolve customer queries.
- Trained new customer service representatives, imparting essential skills and company policies for quality service provision.
Customer Relations Advisor
Tech Mahindra
MUMBAI
01.2020 - 02.2022
- Maintained up-to-date knowledge of company policies, products, and services to provide accurate information to customers.
- Managed customer inquiries via telephone, email, and face-to-face, enhancing client satisfaction and loyalty.
- Analysed customer service metrics, identifying areas for improvement and implementing action plans to increase satisfaction levels.
Sales Executive
Apparel Group
Manama, Bahrain
12.2017 - 12.2019
- Achieved company targets by implementing successful sales strategies.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Built exceptional customer satisfaction by delivering friendly service.
- Managed customer relationships through consultative sales techniques to attain individual sales goals.
Transfer Clerk
Redha Al-Ansari Exchange
Dubai, Dubai
04.2014 - 03.2016
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets.
Customer Support Advisor
J.P. Morgan
MUMBAI
06.2009 - 07.2013
- Addressed customer service enquires quickly and accurately.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Communicated regularly with team members to maintain clearly defined expectations.
Customer Care Representative
Epicenter
MUMBAI
01.2008 - 06.2009
- Delivered personalised customer service by understanding individual needs and preferences, leading to higher customer satisfaction scores.
- Used an empathetic and friendly tone when dealing with customer issues and complaints, helping to defuse conflicts and maintain customer satisfaction.
Education
Bachelor of Business Administration - Bussiness Administration
University of Mumbai
Mumbai, IN-MH2007
Skills
- Customer relationship management
- Conflict resolution
- Performance management
- Call center operations
- Training facilitation
- Data entry
- Customer feedback analysis
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Advanced
C1
Hobbies and interests
- Traveling
- Music
- Books
- Learning
DOB
- 13 Feb 1987
Timeline
Senior Customer Service Representative
Firstsource Solutions
05.2024 - Current
Senior Customer Service Representative
Teleperformance Global
01.2023 - 05.2024
Customer Relations Advisor
Tech Mahindra
01.2020 - 02.2022
Sales Executive
Apparel Group
12.2017 - 12.2019
Transfer Clerk
Redha Al-Ansari Exchange
04.2014 - 03.2016
Customer Support Advisor
J.P. Morgan
06.2009 - 07.2013
Customer Care Representative
Epicenter
01.2008 - 06.2009
Bachelor of Business Administration - Bussiness Administration
University of Mumbai