Ayush Sachwani

• As a customer experience specialist with over 1 year of experience at Etech Global Services, I have developed a strong track record of providing outstanding service and driving customer satisfaction for a leading telecommunications company in the USA
• In my role, I was responsible for managing customer inquiries and providing expert advice and solutions to meet their needs
• I focused on building strong relationships with customers and ensuring their satisfaction at every touchpoint, using my strong communication skills and product knowledge to deliver an exceptional customer experience
• Throughout my tenure, I consistently achieved top performer status, earning recognition for my ability to deliver an outstanding customer experience and exceed their expectations
• I leveraged my strong empathy, problem- solving skills, and attention to detail to resolve complex issues and address concerns in a timely and professional manner
• Some of my key accomplishments include:
• Building strong relationships with customers, earning their trust and loyalty through regular engagement and follow-up
• Demonstrating exceptional customer service skills, resolving complex issues and addressing concerns with empathy and professionalism
• Collaborating effectively with cross-functional teams, including product development and marketing, to ensure alignment on key objectives and deliverables
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• Developing and implementing process improvements to enhance the customer experience and drive operational efficiency
• Overall, my experience as a customer experience specialist has equipped me with a deep understanding of customer support and satisfaction, as well as the skills and expertise to drive results in a fast-paced and dynamic environment.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Documented customer interactions in internal database to maintain customer service history details.
• Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
• Maintained extensive knowledge of company products to recommend items aligned with customer needs.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Trained new personnel regarding company operations, policies and services.
• Cross-trained and provided backup support for organizational leadership.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Objective:

Dedicated Senior Executive with extensive experience in providing chat-based technical support and exceptional customer service. Seeking to leverage my expertise and contributions at VOIS (Vodafone Intelligent Solutions) to advance my career.

Professional Experience:

Senior Executive - Chat-Based Customer Service (Technical)

VOIS (Vodafone Intelligent Solutions) - [Ahmedabad]

June 2023

• Provided expert technical assistance through chat-based communication to address customer inquiries, troubleshoot issues, and ensure prompt resolution for Vodafone United Kingdom clients.
• Demonstrated in-depth knowledge of Vodafone products and services to enhance the customer experience and offer personalized solutions.
• Documented customer interactions, issues, and solutions accurately in internal systems to maintain a comprehensive record.
• Proactively educated customers on product features, benefits, and self-service options, contributing to improved user satisfaction.
• Successfully escalated complex technical issues to higher-level support teams, maintaining a strong focus on customer care and issue resolution.
• Consistently adhered to company policies, procedures, and regulatory requirements to ensure data security and compliance.

Key Achievements:

• Received a cash reward for achieving the highest FCR (First Chat Resolution) rate within the team, showcasing the ability to efficiently and effectively resolve customer issues on the first interaction, leading to improved customer satisfaction and operational efficiency.