Akshar Panseriya
Mumbai
Summary
Highly dedicated and detail-oriented customer service professional with a proven track record of delivering accurate, efficient, and personalized support. Skilled at identifying customer needs, resolving issues with precision, and ensuring every interaction meets the highest standards of service excellence. Recognized for maintaining thorough documentation, adhering strictly to protocols, and ensuring that no detail is overlooked in communication or resolution. Adept at handling complex inquiries and escalations with composure, professionalism, and a meticulous eye for accuracy. Passionate about creating positive customer experiences through consistency, reliability, and exceptional attention to detail.
Overview
3
3
years of professional experience
Work History
Senior Customer Service Associate
Teleperformance Global Business Private Limited
Mumbai
03.2023 - Current
Handled customer escalations across voice, email, and chat channels, ensuring timely and effective resolution to complex issues.
Acted as a liaison between frontline agents, clients, and internal departments to address service gaps and enhance customer satisfaction.
Conducted root cause analysis and provided feedback to the quality and training teams to reduce repeat escalations.
Maintained detailed records of all escalated interactions, and contributed to process improvements based on recurring trends.
Ensured SLA adherence and quality standards while maintaining professionalism and empathy.
Customer Service Executive
Foundever (Previously known as Sitel)
Mumbai
08.2022 - 02.2023
- Provided world-class support to Amazon customers via phone, email, and chat, assisting with order placements, tracking, cancellations, returns, and refunds.
- Guided customers in navigating the Amazon platform for product searches, account management, and payment-related inquiries.
- Resolved complex customer issues with professionalism and empathy, ensuring high levels of satisfaction and repeat engagement.
- Achieved key performance metrics, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Average Handle Time (AHT).
Education
High School Diploma -
Bhausaheb Vartak Polytechnic
Vasai06-2019
Secondary School Certificate Examination - 10th Class Examination
St. Thomas High School
Mumbai06-2015
Skills
- Exceptional customer service: proven ability to deliver top-tier customer support by actively listening, empathizing, and efficiently resolving inquiries across various channels (phone, email, chat) Adept at maintaining a calm and professional demeanor in all interactions, ensuring a positive customer experience
- Expert escalation management handles escalations with precision and professionalism, quickly identifying root causes and implementing effective solutions, and coordinates with cross-functional teams when needed to resolve complex issues, always aiming for first-contact resolution and long-term customer loyalty
- Attention to detail and process adherence: executes tasks with a high degree of accuracy and consistency, follows established protocols while also identifying opportunities for process improvement to enhance service delivery
- Results-oriented: consistently meets or exceeds performance metrics related to customer satisfaction, resolution time, and quality assurance, takes ownership of each interaction, ensuring every customer feels heard, supported, and valued
Affiliations
- Practicing mindfulness
- Listening to podcasts
- Meditation, prayer, or spiritual reading
- Playing Football & Watching Cricket
Accomplishments
- Awarded four times as Best Employee of the Month for Teleperformance
- CSAT hero for two consecutive months at Foundever, previously known as Sitel
Languages
Gujarati
First Language
English
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Timeline
Senior Customer Service Associate
Teleperformance Global Business Private Limited
03.2023 - Current
Customer Service Executive
Foundever (Previously known as Sitel)
08.2022 - 02.2023
High School Diploma -
Bhausaheb Vartak Polytechnic
Secondary School Certificate Examination - 10th Class Examination
St. Thomas High School
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