Summary
Overview
Work History
Education
Skills
Timeline
Generic
Edison Saldanha

Edison Saldanha

Customer service Comms analyst
benga,KA

Summary

Dynamic customer service professional with a proven track record at Accenture, excelling in complaint resolution and enhancing customer satisfaction. Leveraged strong analytical skills to identify trends, boosting first-call resolution rates and team productivity. Recognized for adaptability and effective communication, fostering loyalty and driving repeat business through empathetic interactions.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Customer Service Analyst

Accenture
12.2022 - Current
  • Identified trends in customer inquiries, providing insights to improve products or services accordingly.
  • Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
  • Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
  • Improved overall team morale through open communication channels and fostering a supportive work environment.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Customer Service Representative

Accenture
11.2019 - 12.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Bachelor of Engineering - Information Science

N.M.A.M.I.T Institute of Technology
Nitte
04.2001 -

Skills

Customer complaint resolution

Timeline

Customer Service Analyst

Accenture
12.2022 - Current

Customer Service Representative

Accenture
11.2019 - 12.2022

Bachelor of Engineering - Information Science

N.M.A.M.I.T Institute of Technology
04.2001 -
Edison SaldanhaCustomer service Comms analyst