Abhisek Mall
Bengaluru
Summary
A customer-oriented, multitasking with Bachelor’s degree Expert in understanding the business requirement Excellent in identifying the need of the organization Excellent in understanding and analyzing the human behavior Proficient in coordinating with the people
Overview
3
3
years of professional experience
Work History
Social Media Sr. Representative (OnePlus Global Delivery)
Concentrix Daksha Services India Private Limited
06.2023 - 01.2024
- Handling Social Media queries of customers via Konnect insight tool
- (Twitter, Facebook, Instagram and YouTube)
- Solving the queries related to product, refund of customers.
- Giving troubleshooting steps to solve the issues of OnePlus products.
- Managing escalations of the customers and giving them better solution.
- Escalating issues to the L2 and L3 team, if the customer is not satisfied with the given resolution.
- Educating customers regarding different offers and promotional plans.
- Handling 150 tickets per day
- (All issue tickets)
- Creating repair and replacement request through OCRM tool.
- Handling queries under Mentions and Direct messages.
- Answering customers queries within given TAT time.
Social Media Specialist (Cs-voice)
Teleperformance Global Services Private Limited
09.2020 - 07.2022
- Social Media Specialist (Handling the queries of Facebook, Twitter, and Instagram via Cs tool and SA).
- Social media, Flipkart, Twitter, and Instagram, handled all customer queries and fixed those within the SLA.
- Worked on multiple tools and portals.
- Also followed up with customer until the queries are closed, same thing updated on the ticket for future references
- Resolving customer complaints through email, chat, and calls and also acting as a point of resolution for customer complaints
Education
B.E in Mechanical Engineering -
Centurion University
05-2017
Diploma in Mechanical Engineering -
01.2014
Matriculation -
01.2008
Skills
- Customer-oriented
- Multitasking
- Understanding the business requirement
- Identifying the need of the organization
- Understanding and analyzing human behavior
- Coordinating with people
- Strong attention to detail
- Negotiation and influencing skills
- Ability to multitask and work in a fast-paced environment
- Team player
- Planning and organizing
- Resilience
- Effective communication
- Responsibility for results
Personal Qualities
- Strong attention to detail
- Negotiation and Influencing - Excellent negotiation skills and ability to deal confidently with escalations/complaints
- Ability to multitask and work in a fast-paced environment and working with others - Team player, with the patience to learn and adapt to the communication style of our client and their product’s brand personality. Supporting the team in achieving the highest quality standards. Takes an active role in generating a pleasant, productive, and professional working environment
- Planning & Organising - Ability to multitask, plan a prioritizes workload, and work on their own accord. Diplomatic and cool under pressure
- Resilience - Demonstrates resilience and ability to work on own initiative
- Effective Communication -Creative writing skills - ability to repeat the same message, written in many different ways and tailor to the customer’s technical expertise level
- Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets
- Managing Change- Ability to work effectively in a fast-paced, dynamic, and changing environment
Personal Information
Date of Birth: 04/16/93
Languages
- English
- Hindi
- Odia
Timeline
Social Media Sr. Representative (OnePlus Global Delivery)
Concentrix Daksha Services India Private Limited
06.2023 - 01.2024
Social Media Specialist (Cs-voice)
Teleperformance Global Services Private Limited
09.2020 - 07.2022
B.E in Mechanical Engineering -
Centurion University
Diploma in Mechanical Engineering -
Matriculation -
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