Akankshya Pattanayak
Pune
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Jupiter
Bengaluru
09.2024 - Current
- Answered incoming calls regarding account inquiries and payments, providing clear product information to enhance customer understanding.
- Resolved customer complaints with professionalism and empathy.
- Identified and resolved customer issues through effective problem-solving, contributing to overall customer satisfaction.
- Maintained accurate records of customer interactions and transactions.
- Processed phone transactions using banking software systems, ensuring accuracy and compliance.
Senior Customer Service Representative
Concentrix
Pune
09.2023 - 03.2024
- Resolved escalated customer complaints with empathy, enhancing overall satisfaction.
- Engaged with customers to identify needs and effectively addressed concerns.
- Assisted customers by answering questions, addressing concerns and providing current account information.
Process Trainer
Amazon
Pune
06.2017 - 06.2022
- Delivered training sessions on Amazon operational procedures and safety protocols to enhance team knowledge and compliance.
- Coordinated with managers to identify training needs and skill gaps, aligning training efforts with team objectives.
- Developed training materials for new team members to streamline onboarding across various departments.
- Facilitated onboarding processes to ensure smooth integration for new hires.
- Collaborated with other departments to maintain current knowledge of training needs.
Customer Support Specialist
Flipkart
Bengaluru
07.2019 - 02.2020
- Managed 80–120+ customer interactions daily across channels to ensure timely support.
- Maintained 90%+ CSAT through effective resolution
Managed refunds and account-related queries with high accuracy - Resolved escalations and ensured SLA adherence
- Recorded customer interactions in internal support system to maintain accurate reference.
- Worked with team members to streamline service processes and enhance overall efficiency.
Education
Bachelor in Technology - Civil Engineering
Gandhi Institute of Technology
Bhubaneswar, India04-2017
Skills
- Customer Service
- Process improvement
- Effective communication
- Team Building
- Motivational leadership
- Conflict resolution
- Attention to detail
- Dependable and Responsible
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Odia
Native
Native
Certification
BEC Certification.
Accomplishments
Top performer in quality and productivity metrics
Timeline
Senior Customer Service Representative
Jupiter
09.2024 - Current
Senior Customer Service Representative
Concentrix
09.2023 - 03.2024
Customer Support Specialist
Flipkart
07.2019 - 02.2020
Process Trainer
Amazon
06.2017 - 06.2022
Bachelor in Technology - Civil Engineering
Gandhi Institute of Technology