Akhil Dhakrey
Noida,Uttar Pradesh
Summary
Dynamic professional with a proven track record at iEnergizer IT Services Pvt. Ltd, recognized for enhancing customer satisfaction through expert relationship building and efficient complaint resolution. Demonstrated proficiency in CRM software, leading to a substantial increase in customer loyalty and satisfaction ratings. Specializes in customer engagement and payment management, contributing to service excellence and operational efficiency. Aiming to drive further improvements in customer experience within a forward-thinking organization.
Overview
2
2
years of professional experience
Work History
Customer Service Executive
iEnergizer IT Services Pvt. Ltd
Noida
08.2024 - Current
- Conducted regular meetings with staff to discuss complaint trends and strategies for improvement.
- Mentored junior team members and managed employee relationships.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Virtual Customer Service Representative
Amazon Services
Delhi
08.2023 - 02.2024
- Coordinated with carriers to resolve any issues related to shipment delays or errors.
- Determined shipping methods, routes or rates for materials to be shipped.
- Evaluated customer feedback regarding their experiences with order tracking services.
- Provided customers with updates on order status via phone, email, or in-person meetings.
- Performed quality control checks on incoming shipments prior to release into inventory.
Assistant Executive Representative
iEnergizer IT Services Pvt Ltd
Noida
07.2022 - 06.2023
- Managed a team of Customer Service Representatives responsible for providing excellent service levels.
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
- Identified needs of customers promptly and efficiently.
- Investigated customer complaints related to service delivery standards.
Education
Senior High School - Humanities
Assisi Convent School
Etah07-2021
High School Diploma -
Assisi Convent School
Etah05-2019
Bachelor of Arts - Political Science
Indra Gandhi National Open University
DelhiSkills
- Payment management
- Relationship building
- Customer needs assessment
- Customer engagement
- Online chat and email
- Customer queries
- Documentation and notes
- Public speaking
- Customer retention
- Live chat support
- CRM software
- Customer relationship management
Affiliations
- Resolved escalated customer complaints, coordinating with other departments (e.g., Technical engineers, Rebate team, etc)
- Completing Documentation of interactions in CRM tools
- High Quality Support to customers via Email/Calls/Messaging.
Accomplishments
- Received a Amazon Voucher worth 10K for over achieving KPI's.
- Rewarded for 100% contribution as per the Business needs for Regular working.
- Client Appreciation for Handing complex cases and investigation for Enhancing customers experience.
Timeline
Customer Service Executive
iEnergizer IT Services Pvt. Ltd
08.2024 - Current
Virtual Customer Service Representative
Amazon Services
08.2023 - 02.2024
Assistant Executive Representative
iEnergizer IT Services Pvt Ltd
07.2022 - 06.2023
Senior High School - Humanities
Assisi Convent School
High School Diploma -
Assisi Convent School
Bachelor of Arts - Political Science
Indra Gandhi National Open University
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