DHAVAL MEHTA

Promoted - Quality Analyst in CEX Operations-Oct -2023

• Sales Evaluations: Conduct evaluations for sales interactions, providing feedback and coaching to improve performance.
• Customer Service Evaluations: Assess customer service interactions across Email, Chat, and Voice channels, offering actionable feedback.
• Quote Closers Evaluations: Evaluate the performance of quote closers, ensuring accuracy and efficiency.
• PO Processors Evaluations: Review and audit PO processing activities, identifying areas for improvement.
• Compliance Monitoring: Ensure all processes comply with company policies and industry regulations.
• Data Analysis: Analyze data to identify trends and areas for improvement in service quality.
• Reporting: Generate detailed reports on evaluation findings and quality metrics.
• Training Support: Assist in developing and delivering training programs based on evaluation outcomes.
• Process Improvement: Identify process gaps and recommend enhancements to improve overall efficiency.
• Customer Experience Enhancement: Focus on driving improvements in customer experience through quality assessments.
• Company Overview: E-Commerce – Global Industrial Equipments (Logistics-Inbound, Outbound, and Reverse Logistics, Freight Forwarder and Freight Carriers.)

Sr. CSR Jul-2020 - Oct-2023

• To assist customers with queries related to their order status, available products, dispatch details, payment details, etc via Emails/Calls and deal with multiple customers at the same time
• Moving goods across international borders
• We plan transportation, manage customs clearance on their behalf, and more generally troubleshoot problems that come up while products are being transported
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Provided primary customer support to internal and external customers in fast-paced environment
• Communicated with vendors regarding back order availability, future inventory and special orders
• Responded to website and email inquiries within one business days to maintain customer satisfaction and generate positive reviews
• Monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process
• E-Commerce – Global Industrial Equipments (Logistics-Inbound, Outbound, and Reverse Logistics, Freight Forwarder and Freight Carriers.)

• Company Overview: AMEX
• Reviewed collection reports to determine status of collections and amounts of outstanding balances
• Used skip tracing resources to locate debtors and updated information in company system
• Counselled debtors on payment options and arranged instalment agreements
• Monitored accounts for compliance with established payment plans and flagged those in violation
• Resolved challenging situations with friendly but firm strategies
• AMEX

• Company Overview: Citibank – Credit Cards
• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords
• Completed transactions for customers and capitalized on opportunities to cross-sell products and services
• Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support
• Uphold strict security procedures to verify identities when completing actions for members and giving out private banking information
• Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs
• Stayed current on changing products, services and policies to offer exceptional service to customers
• Handled over 100 incoming telephone calls
• Citibank – Credit Cards