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
Effective complaint resolution
Order management
Report preparation
Time management
Teamwork skills
Self motivation
Adaptability and flexibility
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 -