DIPANSH MISHRA

Enhanced customer satisfaction by swiftly resolving issues through effective communication and problem-solving skills. From July 2025, I have been a part of an elite team meant for escalation calls only, where my KRA, among others, is:

1. Resolution of complex issues.
2. Conflict de-escalation.
3. Trust and loyalty restoration.
4. Issuing high-value concessions.

• Provided tailored digital marketing solutions to prospective and existing clients, such as e-commerce websites, SEO, social media marketing, optimization of PPC campaigns, website optimization, mobile applications, among many others.

• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization. Primary roles were to ensure smooth operation and communication with clients via phone, e-mail, and chat.

• Provided personalized customer service to prospective applicants regarding their academic needs through phone calls and emails, primarily at Southwestern University, Texas, USA.

For the next few years, I was self-employed in various roles, online and home tutoring being one among them, while looking after my now-deceased mother, who was seriously ill at the time and required near-constant support.

• Technical troubleshooting support for AT&T ISP, broadband, and wireless internet connections. I also helped customers configure their Outlook emails, installed McAfee Antivirus, organized on-field technician visits, etc.

• In a UK voice process, my role was to provide customer and technical support for SKY TV customers, while ensuring high customer satisfaction scores, first call resolution, and quality standards.

• My first job at a call center was working for Capital One Credit Card, a U.S. Voice process, where I enhanced customer satisfaction by promptly addressing concerns and providing accurate information. I also assist customers with inquiries about credit scores, balance transfers, etc.