Hi, I’m
Dhruvi Chauhan
Customer Service Representative
Thane
Summary
- Experienced with handling customer inquiries and resolving complaints efficiently. Uses effective communication and interpersonal skills to build customer trust and satisfaction. Knowledge of industry-standard practices and track record of fostering positive customer interactions.
- Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
4
years of professional experience
Work History
Taskus Pvt LtdNavi mumbai, Maharashtra
Customer Service Teammate
01.2025 - Current
Job overview
- Developed strong relationships with clients by understanding their needs and providing personalized solutions.
- Surpassed operational benchmarks by achieving 95%+ Schedule Adherence.
- Achieved a consistent 97% Quality Score by optimizing troubleshooting processes.
- Developed innovative shorthand documentation methods, cutting down post-call wrap-up duration.
- Mentored junior staff members, sharing best practices for effective communication and problem-solving techniques.
ICAN BPOThane, Maharashtra
Quality Analyst
10.2023 - 09.2024
Job overview
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective communication.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Spearheaded several key initiatives to drive team performance, including call monitoring for quality assurance, refresher training modules, and individualized coaching sessions, pre & post operational briefings to ensure consistent communication and continuous process improvement.
ICAN BPOThane, Maharashtra
Sales Executive
03.2023 - 09.2023
Job overview
- Educated customers on product and service benefits, explaining features and answering questions.
- Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
- Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
- Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
- Maintained top performer status by achieving excellent sales outcomes.
RSHR Team Solutions Pvt LtdThane, Maharashtra
Business Developer Executive
02.2022 - 11.2022
Job overview
- Ensured successful user onboarding and process finalization on digital app.
- Encouraged interested users to schedule complimentary home demonstrations.
- Provided prompt solutions to user inquiries for efficient demo bookings.
- Secured sales by converting initial bookings.
Education
Mata Prasad Adarsh P.G CollegeJaunpur, India
Bachelor of Arts
07.2024
Skills
Customer service
Problem-solving
Product knowledge
Adaptability and flexibility
Active listening
Multitasking and organization
Timeline
Customer Service Teammate
Taskus Pvt Ltd
01.2025 - Current
Quality Analyst
ICAN BPO
10.2023 - 09.2024
Sales Executive
ICAN BPO
03.2023 - 09.2023
Business Developer Executive
RSHR Team Solutions Pvt Ltd
02.2022 - 11.2022
Mata Prasad Adarsh P.G College
Bachelor of Arts