Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
Timeline
Generic

Anshuman Pandey

New Delhi

Summary

Dynamic professional with a proven track record of success at CONCENTRIX, excelling in performance management and organizational skills. Spearheaded customer service improvements, significantly enhancing efficiency and customer satisfaction. Adept in MS Excel and leadership, consistently recognized as a top performer. Passionate about leveraging quantitative skills and decision-making abilities to drive team success and achieve outstanding results.

Overview

5
5
years of professional experience

Work History

Subject Matter Expert (SME)

CONCENTRIX
Gurugram
09.2024 - Current
  • Analyzed and monitored chat and call volume to identify trends and proactively address performance gaps, resulting in a 5% improvement in agent productivity
  • Contributed to team goals by assisting colleagues with complex issues and providing support during peak call volumes
  • Coordinated with cross-functional teams to resolve customer escalations efficiently and effectively, improving customer satisfaction scores by 3%
  • Maintained up-to-date knowledge of product offerings and company policies to provide accurate and consistent information to customers
  • Managed a high volume of inbound customer inquiries via phone, chat, and email, ensuring customer satisfaction and exceeding service level agreements
  • Facilitated weekly team meetings to discuss performance metrics, identify areas for improvement, and foster a collaborative team environment
  • Leveraged data analysis to identify customer trends and behaviors, leading to the development and implementation of process improvements that reduced average handle time by 5%
  • Provided exceptional customer support by assisting customers in navigating company website and applications, resulting in increased customer loyalty
  • Tracked customer interactions meticulously, ensuring accurate records and facilitating efficient resolution of inquiries
  • Successfully managed challenging customer situations with professionalism and empathy, exceeding customer expectations and maintaining a positive brand image
  • Adhered to company policies while ensuring customer satisfaction and compliance with regulations
  • Collaborated with internal departments to resolve complex customer issues and identify root causes, leading to improved operational efficiency
  • Adapted communication style to effectively interact with diverse customer demographics, ensuring clear and concise communication
  • Conducted training sessions for new hires on customer service best practices and company policies, improving their knowledge and confidence levels

Senior Customer Support Associate

CONCENTRIX
Gurugram
10.2019 - 09.2024
  • Provided timely and accurate resolutions to customer inquiries via chat and email, exceeding customer satisfaction targets and achieving a first-call resolution rate of 90%
  • Successfully managed customer interactions on the Amazon US process for one year, demonstrating a strong understanding of the platform and its requirements
  • Currently handling the Amazon UK process with proficiency and accuracy
  • Trained and mentored new hires on customer service best practices and platform-specific procedures, resulting in a 5% increase in their first-call resolution rate and improved overall performance
  • Provided consistent support to the onshore team on a regular basis, fostering strong cross-team collaboration and knowledge sharing
  • Consistently ranked as one of the top performers in the team, demonstrating exceptional performance in meeting customer expectations and achieving team goals
  • Effectively managed dual chats and emails while maintaining a high level of accuracy and efficiency, demonstrating strong multitasking abilities
  • Maintained a high degree of professionalism and empathy in all interactions, building strong customer relationships and enhancing brand reputation

Education

Bachelor of Business Administration -

Indraprastha Institute of Technology & Management
New Delhi
09-2019

12th - Commerce

MCL Saraswati Bal Mandir
New Delhi
01-2016

10th -

Jindal Public School
New Delhi
01-2014

Skills

  • MS Excel
  • MS PowerPoint
  • MS Word
  • Data Analysis
  • Customer Service Software
  • Communication (Written & Verbal)
  • Interpersonal Skills
  • Problem-solving
  • Decision-making
  • Teamwork
  • Leadership
  • Time Management
  • Multitasking
  • Conflict Resolution
  • Stress Management

Personal Information

Date of Birth: 04/23/99

Affiliations

● Led the college basketball team to victory in two consecutive inter-collegiate tournaments, developing teamwork, leadership, and communication skills.

● Secured 2nd position in the college quiz competition, demonstrating strong knowledge and quick thinking abilities.

● Participated actively in debate competitions, enhancing public speaking, critical thinking, and research skills.

● Won Basketball tournament at annual sports meet at Concentrix

Timeline

Subject Matter Expert (SME)

CONCENTRIX
09.2024 - Current

Senior Customer Support Associate

CONCENTRIX
10.2019 - 09.2024

Bachelor of Business Administration -

Indraprastha Institute of Technology & Management

12th - Commerce

MCL Saraswati Bal Mandir

10th -

Jindal Public School

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Anshuman Pandey