Dhiraj Kashyap
Delhi
Summary
Accomplished Sr Advisor at Concentrix with expertise in fraud investigation and order management. Leveraged strong communication skills to achieve 90% CSAT, enhancing customer satisfaction. Proven track record in upselling and relationship management, consistently resolving complex issues and driving customer loyalty through effective support and data analysis.
Overview
6
6
years of professional experience
Work History
Sr Advisor
Concentrix
Gurgaon
10.2021 - 10.2024
Worked as Senior Advisor ,specially dedicated to investigate fraud or abuser customer and provide floor support to our team, regarding concern they are not aware and review order history of
customer‘s profile & their number of reshipment and refund claims Handled 70+ International voice calls and upselling of customer's concern & queries on a daily basis & resolved it with 85+ FCR and 90+ CST.
Customer Service Associate
Majorel
Delhi
07.2019 - 07.2020
Worked as telephonic ex customer service associate. Specially used to deal with customer regarding their order status, refund and reshipment related concern and queries over the telephone call.
Handled 50+ calls on daily basis with FCR and 90% CSAT
Customer Service Associate
Jindal Intellicom
Delhi
08.2018 - 10.2018
Worked as telephonic customer service associate. Specially used to deal with customer regarding their order status, refund and reshipment related concern and queries over the telephone call.
Handled 90+ Calls with FCR and 90% CSAT
Education
Bachelor of Commerce -
Delhi University
09-2017
High School Diploma -
CBSE
01-2014
Skills
- Fraud investigation
- Order management
- Customer support
- Data analysis
- Upselling strategies
- Relationship management
- Communication skills
Languages
English
Beginner
A1
Hindi
Beginner
A1
Timeline
Sr Advisor
Concentrix
10.2021 - 10.2024
Customer Service Associate
Majorel
07.2019 - 07.2020
Customer Service Associate
Jindal Intellicom
08.2018 - 10.2018
Bachelor of Commerce -
Delhi University
High School Diploma -
CBSE
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