Akshay Sehgal
Senior Customer Service Associate
New Delhi
Summary
Senior Customer Service Representative bringing top-notch skills in oral and written communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Senior Associate for HRSS (Human Resources Shared Services)
AMH SERVICES INDIA PVT LTD
09.2022 - Current
- Helping the candidates with their onboarding issues via call, text and email.
- Identified top talent through internal sources and external sources such as Linked in, Facebook and Indeed
- Managed all phases of recruitment including defining hiring management needs and posting positions.
- Actively coordinated with candidates via calls, emails and text starting from basic screening till deployment to ops
- Also played a role in candidate helpdesk and social media process as a backup support.
- Identified talent via Facebook, Instagram, Linked In and shared it with team members for sourcing.
- Increased candidates service success rates by quickly resolving issues.
- Handled Onboarding for Candidates that got successfully hired and ensured that document completion is done on time.
Senior Customer Service Associate
ACCENTURE SOLUTIONS PVT LTD
04.2020 - 08.2022
- Respond to customer enquiries: Billing, return refund of an order, technical troubleshooting via chats, email and phone providing accurate and timely information
- Maintained customer records and update information in the database
- Collaborated with other departments to resolve complex issues and ensure customer needs are met
- Mentored junior associates in maintaining a high level of professionalism and delivering exceptional service to clients.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
Customer Care Associate
AMAZON DEVELOPMENT CENTER
08.2018 - 04.2020
- Maintained a high level of customer satisfaction by addressing customer complaints and issues promptly
- Processed customer orders and resolved issues such as late delivery, refund, return, cancellation of product.
- Created knowledge-base articles and content to share new information with team members.
- Got certificate as best performer
- Worked in multiple projects such as ADS Alexa data services, Rosetta chat and email, calls for North American market.
- Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Participated in weekly meetings with management teams regarding goals progress updates.
Customer Service Representative
ENCORE CAPITAL GROUP
09.2015 - 12.2016
- Core job was to reach out debtors in US and verify their identity after the verification we used to transfer those calls to collections team.
- Maintained SLA’s: Number of calls, CHT, AHT
- Got certificate as best performer.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
MBA - Human Resources Management
Amity University
Noida, India 05.2001 -
BBA - Business Administration And Management
Jamia Millia Islamia
New Delhi, India06.2018
12th - Commerce
Adarsh World School
New Delhi, India05.2015
10th -
Adarsh World School
New Delhi, India06.2013
Skills
Complaint Handling
Linkedin Url
https://tinyurl.com/ms34pe63
Disclaimer
I hereby declare that the information provided above is true and best of my knowledge.
Travelling, Cooking and listening music.
Love to travel and explore new places, meeting and interacting with new persons.
Occasional cook try to make recipes by following Youtube.
Listening to music always makes me feel relax, calm and it's beneficial for body as well as mind.
Timeline
Senior Associate for HRSS (Human Resources Shared Services)
AMH SERVICES INDIA PVT LTD
09.2022 - Current
Senior Customer Service Associate
ACCENTURE SOLUTIONS PVT LTD
04.2020 - 08.2022
Customer Care Associate
AMAZON DEVELOPMENT CENTER
08.2018 - 04.2020
Customer Service Representative
ENCORE CAPITAL GROUP
09.2015 - 12.2016
MBA - Human Resources Management
Amity University
05.2001 -
BBA - Business Administration And Management
Jamia Millia Islamia
12th - Commerce
Adarsh World School
10th -
Adarsh World School
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