Dipu Paul
Pune
Summary
Dynamic Customer Retention Executive at Tech Mahindra Ltd. with a proven track record in enhancing customer satisfaction and loyalty. Skilled in conflict resolution and payment processing, I effectively resolved issues, contributing to a significant increase in customer retention. Known for building strong relationships and mentoring teams to achieve exceptional service outcomes.
Results-driven professional in sales management, known for high productivity and efficient task completion. Skilled in strategic planning, customer relationship management, and team leadership. Excel in communication, negotiation, and problem-solving to achieve sales targets and business growth.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
15
15
years of professional experience
Work History
Customer Retention Executive
Tech Mahindra Ltd.
Pune
11.2016 - Current
- Upheld privacy and security requirements for customer information.
- Collaborated with other departments to ensure a seamless customer service experience.Provided detailed explanations of product features and benefits.
- Participated in team meetings and brainstorming sessions to improve customer service processes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Processed payments from customers using various payment methods, including credit cards.
- Maintained accurate records of customer interactions and transactions.
- Mentored junior team members and managed employee relationships.
- Maintained high satisfaction rating
- Answered inbound calls and chats to facilitate customer service.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Case Manager Specialist
Tata Consultancy Services Ltd.
Pune
06.2015 - 11.2016
- Compiled reports on cases and submitted them to supervisors as required.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Participated in professional development activities related to case management best practices.
- Utilized case management software and databases for efficient information tracking.
- Recognized by management for providing exceptional customer service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Customer Service Representative
EXL Services Pvt Ltd.
Pune
11.2013 - 06.2015
- Promoted available products and services to customers during service, account management and order calls.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Identified opportunities for upselling additional products or services based on customer needs.
- Mentored junior team members and managed employee relationships.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Lead Generations Specialist
X2Z Pvt Ltd.
Guwahati
09.2012 - 11.2012
- Documented sales call data in company software.
- Responded promptly to customer queries via telephone or email.
- Maintained an accurate record of all sales activities in the CRM system.
- Applied lead generating methods in high number of cold calls per day.
- Developed effective scripts for making cold calls, managing conversations, and overcoming objections.
- Prepared detailed proposals for prospective customers outlining services offered.
- Phoned leads from referrals and telemarketing lists and asked appropriate questions to determine needs and requirements.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
Customer Service Associate
S S Netcom Pvt Ltd.
Shillong
05.2010 - 10.2011
- Educated customers on special pricing opportunities and company offerings.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Followed policies and procedures to meet or exceed established performance requirements.
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Performed additional duties as assigned by management team.
- Provided information about products and services available to customers.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Resolved customer inquiries in a timely manner.
- Mentored junior team members and managed employee relationships.
- Utilized various software and tools to streamline processes and optimize performance.
Education
Bachelor of Commerce - Commerce
Rabindranath Tagore University
Madhya Pradesh01-2024
Higher Secondary - Commerce
Buddha Bhanu Saraswati College
Shillong01-2011
Secondary School -
Anath Ashram Secondary School
Shillong01-2003
Skills
- Customer retention
- CRM and Amdocs
- Employee training
- Excellent communication
- Customer complaint resolution
- Retention strategies
- Cross-selling
- Adaptability and flexibility
- Multitasking Abilities
- Problem-solving
- Mentorship
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Nepali
Elementary (A2)
A2
Khasi
Elementary (A2)
A2
Accomplishments
- Received multiple top-notch certificates for the best player on the team
- Recognized as one of the most experienced and best customer service advisor in the organization
- Winner of multiple sales campaigns and international trips
Timeline
Customer Retention Executive
Tech Mahindra Ltd.
11.2016 - Current
Case Manager Specialist
Tata Consultancy Services Ltd.
06.2015 - 11.2016
Customer Service Representative
EXL Services Pvt Ltd.
11.2013 - 06.2015
Lead Generations Specialist
X2Z Pvt Ltd.
09.2012 - 11.2012
Customer Service Associate
S S Netcom Pvt Ltd.
05.2010 - 10.2011
Bachelor of Commerce - Commerce
Rabindranath Tagore University
Higher Secondary - Commerce
Buddha Bhanu Saraswati College
Secondary School -
Anath Ashram Secondary School
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