Abhishek Kondilya

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
• Updated system with order specifics and customer details, preferences, and billing information.
• Met or exceeded call speed, accuracy, and volume benchmarks consistently.
• Resolved customer complaints promptly to ensure customer satisfaction.
• Monitored customer satisfaction levels through surveys and feedback forms.
• Provided accurate information regarding products and services while upselling additional products when appropriate.

• Implemented strategies to enhance customer satisfaction and retention rates, resulting in a 15% increase in customer retention within the first three months.
• Conducted regular outreach to existing customers to understand their needs, address concerns, and provide solutions to ensure their continued satisfaction.
• Developed personalized retention plans for high-value customers, resulting in a 20% increase in repeat purchases.
• Collaborated with the sales and marketing teams to identify opportunities for upselling and cross-selling to existing customers, contributing to a 10% increase in revenue.
• Analyzed customer feedback and data to identify trends and areas for improvement, leading to the implementation of targeted retention initiatives.
• Utilized CRM software to track customer interactions, monitor retention metrics, and generate reports for management review

• Managed a high volume of incoming queries from U.S. clients regarding various aspects of the financial product.
• Prioritized and addressed customer inquiries promptly to ensure timely resolution, and maintain customer satisfaction.
• Utilized email and chat systems efficiently to provide accurate information, troubleshoot issues, and guide users through product features.
• Achieved a customer satisfaction rating of over 90%, contributing to positive feedback, and increased user retention.
• Managed multiple tasks simultaneously while maintaining attention to detail.
• Maintained knowledge of sales and promotions, return policies and security practices.

GPA: 8

• Semester Abroad at the Siksha 'O' Anusandhan University

• 7.9 GPA