AKHIL PALA
Customer Service Executive
Vadodara
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Consider myself a detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
4
4
Certifications
Work History
Client Relationship Manager
ARCHER Transnational Systems Pvt. Ltd.
05.2023 - Current
- Maintained and reviewed client requests via a shared Outlook inbox for efficient handling of inquiries.
- Provided technical and onboarding support for internal SaaS platform management to new clients.
- Offered step-by-step guidance for both technical and operational requests to ensure smooth platform integration.
- Generated deliverable reports using SQL queries and collaborated with the onshore team to ensure timely submissions.
- Managed ad-hoc report requests, delivering same-day results when required.
- Collaborated with the internal team to ensure requests were processed efficiently, avoiding delays or errors.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Streamlined processes for managing client interactions, leading to improved response times and simultaneously update SOP to ensure the newest updates and queries are available for the team.
- Provided weekly business numbers and updates on actioned tickets, onboarding projects, and support tickets to the onshore team.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Technical Support Representative
Patterns
05.2022 - 05.2023
- Initiated live chats to provide clear and detailed explanations of the product’s technical aspects to both customers and resellers.
- Generated accurate quotes, followed up to drive sales, and ensured smooth communication throughout the sales process.
- Served as the primary point of contact for customers and resellers, addressing inquiries and providing personalized support.
- Consistently achieved monthly targets related to customer reviews and sales metrics.
- Delivered remote assistance to customers facing technical challenges, guiding them through step-by-step solutions in accordance with product guidelines.
- Enhanced customer satisfaction by delivering timely, precise technical support for a wide range of software and hardware issues.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Utilized CRM platforms like Odoo and Salesforce to manage and streamline client requests efficiently.
Customer Experience Specialist
Etech
11.2020 - 05.2022
- Engaged in live chats with prospective customers, providing detailed product and service information.
- Responded to multiple inbound chats, gathering and verifying necessary customer details.
- Addressed customer inquiries, concerns, and complaints, offering effective solutions and alternatives.
- Followed up to ensure resolution and customer satisfaction.
- Built rapport with customers through consistently excellent service, fostering long-term loyalty.
- Communicated using various software platforms to provide information on promotions, new or upgraded products.
- Quoted prices and encouraged customers to make purchases.
- Placed customer orders and tracked progress to ensure smooth transactions.
- Served as the primary point of contact for customer inquiries related to sales and services.
- Monitored customer feedback to identify trends for process improvement and enhanced customer experiences.
- Collaborated with team members to achieve sales targets.
- Created a comprehensive knowledge base for staff, including company information, FAQs, and troubleshooting guides for faster query resolution
Education
ITM Vocational University
09.2020
Class X (GSEB) -
Baroda High School
Skills
Interpersonal and client communications
Customer Engagement
Statistical Analysis
Workforce Management
Certification
Data Science and Analytics: https://certificate.givemycertificate.com/c/ae1d3451-dadb-4b69-8336-f417f4b5e56b
Timeline
Client Relationship Manager
ARCHER Transnational Systems Pvt. Ltd.
05.2023 - Current
Technical Support Representative
Patterns
05.2022 - 05.2023
Customer Experience Specialist
Etech
11.2020 - 05.2022
ITM Vocational University
Class X (GSEB) -
Baroda High School
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