CHRIS DIAS
Mumbai
Summary
- A commercially minded individual with extensive experience and a successful record in customer service and social media.
- Strong communicator with excellent analytical, problem-solving, and leadership skills, able to interact at various organizational levels.
- Proven expertise in delivering standardized daily/weekly/monthly analysis reports and managing customer services.
- Proficient in reporting, planning, monitoring, and client coordination.
Overview
9
9
years of professional experience
Work History
Associate
Accenture
Mumbai
02.2023 - Current
- Managed inbound calls to resolve broadband account queries with a 95% customer satisfaction rate.
- Troubleshoot broadband and TV box issues, resolving 85% of cases on the first call and reducing technician dispatches.
- Assisted customers with billing inquiries and contract details, achieving a 90% resolution rate in the first contact.
- Resolved customer issues with online accounts, reducing account access issues through effective troubleshooting guidance.
Sr. Customer Care Associate
SuprDaily (Swiggy Group)
Mumbai
12.2018 - 11.2022
- Resolved over 100 daily customer complaints and queries via chat, achieving a 92% first-contact resolution rate.
- Managed customer interactions across social media platforms, improving response time by 25% and reducing escalations by 30%.
- Handled high-priority CEO grievances with a 100% satisfaction rate and achieved a 95% resolution rate for consumer forum grievances.
- Led an 8-member escalation team, improving team efficiency by 20%, and provided insights that led to a 15% increase in customer satisfaction.
- Delivered actionable insights for process improvements, reducing customer complaints by 10%.
Sr. Customer Care Associate
Wipro (FedEx Client)
Mumbai
09.2015 - 10.2018
- Managed daily inbound calls, arranging package collections, and providing tracking information for one of the largest logistics companies.
- Coordinated custom-held packages, ensuring timely completion of paperwork, and improving delivery times.
- Responded to over 50 customer emails daily, resolving shipping-related queries with a 90% first-response resolution rate.
- Conducted OJT audits and coached agents, resulting in a 20% improvement in customer satisfaction ratings and reducing escalations.
- Conducted quality audits for tenured empolyee
Education
Bachelor in Commerce -
Chetana College
Mumbai01-2015
HSC -
Chetana College
Mumbai01-2012
SSC -
Our Lady Of Health High School
Mumbai01-2010
Skills
- Marketing Communication
- E-commerce
- People Management
- Critical Thinking and Data Analysis
- Client Service and Relations
PROFESSIONAL SKILLS
- Data Monitoring and Analytical Reports
- Client Coordination and Communication
- Reporting, Planning, and Monitoring
- Social Media and Chat Tools: Freshchat, Freshwork, OneDirect
Personal Information
- Name: Chris Dias
- Contact Number: +91 8898626424
- Email: chris.dias36@gmail.com
- Date of Birth: 20th January 1995
- Languages: English, Hindi, Marathi
- Address: Peter Rebello House, House No: 98, Road No 3, Tank Pakadi, Sahar Village, Andheri East, Mumbai, 400099
Timeline
Associate
Accenture
02.2023 - Current
Sr. Customer Care Associate
SuprDaily (Swiggy Group)
12.2018 - 11.2022
Sr. Customer Care Associate
Wipro (FedEx Client)
09.2015 - 10.2018
Bachelor in Commerce -
Chetana College
HSC -
Chetana College
SSC -
Our Lady Of Health High School