Amit Moghe

• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Created customer support strategies to increase customer retention.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Followed through with client requests to resolve problems.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Presenting the Business Review presentations every quarter to clients.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
• Explained benefits, features and recommendations to maximize client retention.
• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
• Processed documentation and troubleshot discrepancies to build client rapport.
• Conducted research and reviewed findings to solve customer issues.
• Directed 35 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
• Drove customer escalations to resolution by engaging directly with clients.

• Educated new hires on company policies and procedures by designing and developing training program.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Worked varied hours, days, nights and weekends as business needs dictate.
• Increased customer satisfaction significantly within department.
• Managed customer relations and customer service through daily communication and interaction.
• Created and built custom project plans and deliverables for customers to satisfy quality, time and budget.
• Gathered, organized and input information into digital database.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Worked varied hours to meet seasonal and business needs.

• Tracked receipts, employee hours and inventory movements.
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Took on additional job duties during unexpected backlog, resulting in meeting project target date.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Coached team members in techniques necessary to complete job tasks.
• On Site Client Support for smoothly transitioning the projects from implementation to Steady State.

• Ensuring reduction in ongoing monthly spends on mobile service plans. Through time-tested audit and optimization services, ensuring the client users are always on the right plan.
• Ensuring that the wireless bills are stored in a centralized repository where client can quickly access them at any time.
• Addressing the wireless costs and other challenges to enable seamless and accurate costs allocation to the respective department or cost center and GL code.
• Preparing management reporting on a weekly and monthly basis. To provide with ad-hoc reports as required by the client from time to time.
• Tracked receipts, employee hours and inventory movements.
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
• Managed schedules, accepted time off requests and found coverage for short shifts.

• Increased customer satisfaction by resolving Telecom Billing issues.
• Handled 50 calls per day to address customer inquiries and concerns.
• Adhered to social distancing protocols and wore mask or face shield.
• Monitored company inventory to keep stock levels and databases updated.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Aggressively pursued competitive accounts by differentiating company from competitors.
• Organized promotional events and interacted with community to increase sales volume.

• Ensuring all the applications for Postpaid Sim Cards are duly verified through the verification agencies.
• Personally visiting the cases for verification of the application in case of corporate clients.
• Ensuring that the documentation provided during the application of the sim card are duly fulfilled per the government norms.

This Position is responsible for analysis, investigation, and revenue
Protection, deterrence & network monitoring for detection of unusual call
activity. Also use diplomacy & tact to obtain accurate customer internal information from various departments. Also is Responsible to prevent Re-Entrants having Old Delinquency. Determining whether customer's calling pattern exhibits sufficient fraud
indicators to substantiate network blocking. This position also involves achieving the desired Collection Targets for the cases captured in Data Duping Process. Maintaining Daily MIS & Dashboards. Analysis & Investigation of various Fraud Cases & also to do a indept root cause Analysis.

• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Developed and maintained courteous and effective working relationships.
• Worked with various customers to understand needs and provide excellent service.
• Oversaw daily operations to ensure high levels of productivity.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Used coordination and planning skills to achieve results according to schedule.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Created customer support strategy to increase customer retention.
• Developed and implemented standards for staff to provide consistent service to customers.
• Logged call information and solutions provided into internal database.
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Worked with clients to address and respond to client and partnership management issues.