Summary
Overview
Work History
Education
Skills
PROFESSIONAL SKILLS
Personal Information
Timeline
Generic

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
Mumbai
01-2015

HSC -

Chetana College
Mumbai
01-2012

SSC -

Our Lady Of Health High School
Mumbai
01-2010

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

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CHRIS DIAS