Summary
Overview
Work History
Education
Skills
Certification
Software
Interests
Timeline
Generic
Dipak Agarwal

Dipak Agarwal

Customer Specialist
New Delhi

Summary

Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.

Overview

6
6
years of professional experience
1
1
Certification
3
3
Languages

Work History

Consumer Associate

Lumen Technologies india Pvt Ltd
03.2023 - Current
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times over chat support.
  • Created customer support strategies to increase customer retention.
  • Learned and applied knowledge of customer workflow, preferences and SOPs to meet customer expectations.
  • Managed approximately 30 to 50 incoming chats and emails from customers.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Managed customer relations through communication and helpful interactions.
  • Monitored customer service metrics and performance indicators to identify areas of opportunity.
  • Maintained excellent One Question Solution, Process Quality and First Call Resolution for Performance Metrics

Process Delivery Specialist

IBM, Global Business Services
06.2022 - 02.2023
  • Developed system for coordinating with customers, sales partners, and ordering partners to accomplish all requests.
  • Resolved customer complaints professionally, demonstrating empathy while finding solutions that met their expectations.
  • Prepared standard operating procedures (SOPs) documents for incoming personnel.
  • Promoted customer satisfaction by addressing or escalating concerns for quick resolution.

Customer Service Advisor

BT Global Services
04.2020 - 05.2022
  • Responded to customer inquiries and complaints, managed resolution while tracking customer satisfaction levels and escalated priority issues to executive team.
  • Management of orders received in web tool and processing of orders as per onshore engineering requirements.
  • Assisted colleagues, managed email correspondence and coordinated engineers scheduled to visit customer site.
  • Processing of orders and working on different web based tools.
  • Thorough knowledge about process for day to day operations and training of new hires.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Travel Consultant

Holiday Travel Triangle
05.2019 - 12.2019
  • Communicated with customers via phone or email to resolve any service issues, ensuring all-time great customer experience.
  • Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets.
  • Coordinate transportation, accommodations and itineraries for domestic and international trips for clients based on client's needs, budgets and expectations.
  • Develop client intake forms and interview processes that enhance ability to understand client requirements and led to 20% increase in customer satisfaction.
  • Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.

Education

M.COM - Accounting and Finance

University of Calcutta
Kolkata, India
05.2014 - 2017.08

B.COM - Accounting and Finance

Heramba Chandra College
Kolkata, India
04.2012 - 2014.06

Higher Secondary - Commerce

Pramila Memorial Institute
Kolkata, India
04.2012 - 2014.06

Skills

MS office

Computer skills

Customer service

Problem-solving abilities

Preparing reports

Oral communication

Customer relationship management (CRM)

Customer engagement

Excellent communication

Certification

Executive Post Graduate Program in Business Analytics (UpGrad)

Software

Salesforce CRM

Google Meet

Excel, Word, Teams, Outlook

Interests

Travelling

Camping and Solo Trips

Timeline

Executive Post Graduate Program in Business Analytics (UpGrad)

07-2023

Consumer Associate

Lumen Technologies india Pvt Ltd
03.2023 - Current

Process Delivery Specialist

IBM, Global Business Services
06.2022 - 02.2023

Customer Service Advisor

BT Global Services
04.2020 - 05.2022

Travel Consultant

Holiday Travel Triangle
05.2019 - 12.2019

M.COM - Accounting and Finance

University of Calcutta
05.2014 - 2017.08

B.COM - Accounting and Finance

Heramba Chandra College
04.2012 - 2014.06

Higher Secondary - Commerce

Pramila Memorial Institute
04.2012 - 2014.06

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Dipak AgarwalCustomer Specialist