AJAY OHAL
Dehuroad
Summary
Customer Service and Retention Specialist experienced in voice process and customer retention. Delivered effective solutions through persuasive communication and problem-solving abilities while managing escalations and addressing customer concerns. Motivated and adaptable, demonstrating a strong work ethic and exceptional interpersonal skills in collaborative and independent work environments.
Overview
3
3
Languages
8
8
years of professional experience
Work History
SENIOR ANALYST
Eclerx
Pune
01.2023 - 06.2026
- Assisted supervisors in daily operational activities and team coordination.
- Acted as a backup for supervisory responsibilities during peak hours.
- Monitored team performance and ensured adherence to quality and process guidelines.
- Coached team members on call handling, CRM usage, and customer service best practices to enhance service quality.
- Coordinated with supervisors to efficiently resolve escalated customer concerns, improving customer satisfaction.
- Participated in floor support activities to help improve team productivity and service quality.
- Prepared and maintained operational reports and performance updates for supervisors.Handled customer retention calls and resolved cancellation requests by offering tailored solutions.
- Maintained high customer satisfaction scores and consistently met retention targets.
- Managed escalations with professionalism and empathy.
- Improved customer loyalty by identifying root causes of dissatisfaction.
- Documented customer interactions accurately in Einstein Tool.
- Also worked in the retention process, with a strong ability to retain customers.
- Supported the team with call handling, tool usage, and delivering effective resolutions to customer queries.
- Achieved recognition as top performer for outstanding customer service.
- Handled high-pressure situations and difficult customers with patience and professionalism.
- Shared best practices with team members, directly contributing to improved retention rates.
- Conducted market research to inform strategic initiatives and business recommendations.
- Maintained updated knowledge base on industry trends and best practices.
- Identified needs of customers promptly and efficiently.
Professional GYM Trainer
Cognizant Technologies
Lodha Belmondo
01.2018 - 01.2021
- Designed personalized fitness programs for diverse client needs.
- Led group training sessions to enhance member engagement and motivation.
- Instructed clients on proper exercise techniques and safety protocols.
- Conducted fitness assessments to track client progress and goals.
- Educated members on the benefits of an active lifestyle through one-on-one consultations.
- Modified activities to address individual client skills and abilities.
- Collaborated with other trainers to ensure a safe workout environment for all gym patrons.
- Monitored gym equipment maintenance and reported issues promptly.
Education
BCA - First Class
INDIRA UNIVERSITY
HSC - First Class
LIONS CLUB HIGH SCHOOL
SSC - Second Class
LIONS CLUB HIGH SCHOOL
Skills
- Customer relationship management
- Customer retention
- Objection handling
- Upselling
- Cross-selling
- Call handling
- Call quality
- Performance tracking
- Operational support
- CRM tools
- Data analysis
- Strategic initiatives
- Problem-solving
- Conflict resolution
- Team coordination
- Compliance
- Problem solving
Hobbies and Interests
- Gym
- Outdoor games
- Music
Languages
- Gym
- Outdoor games
- Music
Personal Information
- Gym
- Outdoor games
- Music
Languages
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Proficient
C2
Timeline
SENIOR ANALYST
Eclerx
01.2023 - 06.2026
Professional GYM Trainer
Cognizant Technologies
01.2018 - 01.2021
BCA - First Class
INDIRA UNIVERSITY
HSC - First Class
LIONS CLUB HIGH SCHOOL
SSC - Second Class
LIONS CLUB HIGH SCHOOL