CTI/CRM
Hi, I’m
Chandrakant Kumkale
Contact Center Sr. Associate & Analyst
Thane West
Your most unhappy customers are your greatest source of learning.
Bill Gates
Summary
Versatile Chemist works with different types of chemicals, compounds and materials. Proficient in performing tests, documenting results and writing papers. Well-organized and detail-oriented with good project management and planning abilities.
Overview
10
years of professional experience
6
years of post-secondary education
3
Languages
Work History
Prasol Chemicals Ltd.Khopoli
Sr. Chemist
12.2013 - 08.2014
Job overview
- To approve/reject products as per quality specifications through SOPs.
- Ordered, calibrated, troubleshot and maintained laboratory equipment in good working order.
- Completed physical, qualitative and quantitative tests.
- Analyzed and interpreted laboratory data.
Wipro BPS Ltd.Airoli, Navi Mumbai
Insurance Specialist, Advisor
07.2015 - 02.2017
Job overview
- Worked as Insurance Specialist, Advisor for Cigna TTK Insurance company.
- Generating Revenue by renewing policies, assistance on ongoing claims.
- Monitored and updated claims status in claims processing system.
- Worked in outbound/inbound/email process to respond medical insurance claim status/delivery/other information with customers and clients, and also worked in Retentions.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Responded to correspondence from insurance company.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures.
Capita India Ltd.Airoli, Navi Mumbai
Sr. Associate
07.2017 - 08.2019
Job overview
- Worked as Sr. Associate for Telecom client.
- Webchat process for Telefónica UK Limited (O2)
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Achieving the client targets based on the parameters of Customer Satisfaction (CSAT) percentage, Average Chat Length (ACL), Average Responding Time (ART), Away Time (AT), Productivity Hours and other monthly Client Deliverables.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Accenture Solutions LtdVikhroli, Mumbai
Sr. Associate, Analyst
09.2019 - Current
Job overview
- Worked as Sr. Associate, Analyst for Telecom client.
- Live Chat (Messaging) process for USA's 'Verizon Wireless'
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Customer Satisfaction and Revenue Generation are key targets.
- Offered advice and assistance to customers, paying attention to special needs or wants such as plans, devices, technical issues, upgrades, adding new connection, etc.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Education
J.C.M.M. SchoolKhopoli
SSC from All Subjects
03.2007 - 03.2008
University Overview
- Awarded for Science Project - Renewable Energy Windmill
- Received first position in Entry Test for Sakal Drawing Competition and Awarded through Mahindra Ugine Steel Co. Ltd (MUSCO), Khopoli
Janata Vidyalaya High SchoolKhopoli
HSC from Physics, Chemistry, Mathematics & Stat, Geography.
04.2008 - 02.2010
University Overview
- Received first position for Geography Project - Land Fertility.
Janata Vidyalaya High SchoolKhopoli
Bachelor of Science from Chemistry
03.2010 - 03.2013
University Overview
- Undergraduate in Chemistry Streamline due to unforeseen family conditions.
- Aiming to complete corresponding this year.
- Received First position for Chemistry Project on Ciprofloxacin drug.
Skills
Sales Expertise
Technical Support
Staff Management and Training
CRM
Medical terminology knowledge
Complaint resolution
Insurance verifying
Coaching and mentoring
Written and Verbal Communication
Software
Citrix
Microsoft Teams (Schedules, Coaching, Meetings, Trainings)
Basic MS Office (Excel, Word, Outlook, Power Point)
Live Person, Live Engage, E-Gain
Interests
Music Production
Traveling
Cars and Bikes
Tech Gadets
Hobbies
Adventurous Explorer, Lyrical Wordsmith, and Gaming Enthusiast: "A passion for discovering new places and cultures, crafting compelling rap verses that resonate with diverse audiences, and immersing in the thrilling world of video games.”
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Associate, Analyst
Accenture Solutions Ltd
09.2019 - Current
Sr. Associate
Capita India Ltd.
07.2017 - 08.2019
Insurance Specialist, Advisor
Wipro BPS Ltd.
07.2015 - 02.2017
Sr. Chemist
Prasol Chemicals Ltd.
12.2013 - 08.2014
Janata Vidyalaya High School
Bachelor of Science from Chemistry
03.2010 - 03.2013
Janata Vidyalaya High School
HSC from Physics, Chemistry, Mathematics & Stat, Geography.
04.2008 - 02.2010
J.C.M.M. School
SSC from All Subjects
03.2007 - 03.2008