ABHISHEK GOPALE
Customer Experience Professional
Vikhroli, Mumbai
Summary
Energetic and performance-driven Customer Experience Agent with 7+ years of experience improving customer satisfaction, and successfully defusing the toughest clients. Excellent communication and interpersonal skills and the ability to respectfully interface with executives from various stakeholders. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
7
7
years of professional experience
15
15
years of post-secondary education
3
3
Languages
Work History
Senior Seller Support Associate
AMAZON Development Centre (INDIA) Private Limited
02.2023 - Current
- Assisting Amazon Vendors to update catalogue attributes on the Amazon Detail Page for US & EU marketplaces
- De-escalated negative correspondence to achieve positive outcome.
- Acts as the primary interface between Amazon and the vendors, providing email support governed by internal service level agreements
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Providing timely and accurate operational support to the Vendors on the Amazon platform
- Provide an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Customer Service Specialist
SYX Services (Global Industrial)
06.2022 - 01.2023
- Provided primary customer support to internal and external customers
- Assisted customers with product-related questions, feedback and complaints.
- Offer alternatives to customers & seize upselling cross-selling opportunity of value-added customers (Sales Lead/Shipment insurance) during interaction with the customer
- Respond to customer consistently & confidently by providing accurate information in all such areas as customer requirements, transit time & prices
- Enhance service experience by exercising professionalism & empathy when dealing with each customer’s varying needs & demands
- Liaise with Operations and other departments for quick & efficient resolution of customer issue & queries.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
Customer Service Representative
FEDEX Express Transportation & Supply Chain
05.2017 - 05.2022
- Joined Fed ex as Customer Service Rep with Front-Line Team for 8 months which involves handling calls for registering customer pick ups & deliveries along with openings complaints for clearance, transit delays & any other related issues
- Promoted to Back-line which handles all types of customer complaints including Remote pick-ups, expediting clearance with help of operations team by updating customers with documentation required as per customs specifications
- Resolving Export issues with help of correct documentation required for High Value & DG shipments
- Worked on Rapid Cases which deals with urgent deliveries for exception shipments which are time sensitive needs upmost attention
- Handled Sales Hot line profile which involves handling complaint raised by internal Sales team on behalf of customer which are highly escalated issues
- Seemingly handled secondary profile which asks to work bulk cases for assistance required by Shipper/Consignee for Import/Export & vice-versa
- Highlight areas for improvement with suggested solutions to improve procedures, technology & services to positively enhance customer experience
- Adhere to global CS procedures while maintaining discretion to exercise flexibility to customer needs within reasonable limits in consultation with CS supervisors and managers.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences
Education
Bachelor's in Commerce - Accounting
K. J. Somaiya Collage of Arts & Commerce
Mumbai 05.2011 - 06.2016
S.S.C, Distinction -
Dr. Babasaheb Ambedkar Vidyalaya
Mumbai 06.2001 - 05.2011
Skills
CRM proficiency
Excellent written and oral communication
Customer Service Operations
Performance Improvement Strategies
Problem Solving/Conflict Resolution
Process optimization
Key Performance Indicators
Active Listening
Product knowledge
Customer Retention
Planning & Execution
Time management abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Seller Support Associate
AMAZON Development Centre (INDIA) Private Limited
02.2023 - Current
Customer Service Specialist
SYX Services (Global Industrial)
06.2022 - 01.2023
Customer Service Representative
FEDEX Express Transportation & Supply Chain
05.2017 - 05.2022
Bachelor's in Commerce - Accounting
K. J. Somaiya Collage of Arts & Commerce
05.2011 - 06.2016
S.S.C, Distinction -
Dr. Babasaheb Ambedkar Vidyalaya
06.2001 - 05.2011
Hobbies
Singing, Music, Reading, Playing Volleyball, Cricket