Francis Ashwin
Bengaluru
Summary
With 3 years of experience in customer service, have developed and implemented initiatives to reduce wait times and improve customer satisfaction. Have a track record of successfully addressing customer needs and resolving concerns promptly. Have also provided primary customer support to both internal and external customers.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
Winds E World
10.2022 - 09.2023
- Responded to customer calls, chats, and emails to answer questions about products and service delivery.
- Raise complaints to payment gateway and resolve problems or discrepancies concerning customers' payments.
- Handled customer financial complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Provided training and support to new associates to help provide high-quality customer service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Support Representative
ANI Technologies
12.2021 - 09.2022
- Respond to customer inquiries emails, and chat.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved customer service.
- Identified trends in customer feedback and recommended product improvements to management teams.
- Provided resolution for user complaints raised on the company's Social Media Platforms and escalated to relevant teams.
- Organized and prioritized tasks depending on workload and customer queue.
- Liaised with internal teams to resolve customer concerns, escalate issues, and serve as a company ambassador.
Order Management Specialist
Ready Assist
07.2020 - 11.2021
- Processing payments and withdrawals of customers.
- Handling both B2C and B2B customers through Chats, calls and emails.
- Creating tickets to assign tasks and have data on every user accordingly.
- Collaborated with finance teams for timely payment processing to provide quick service to customers.
- Collaborated with cross-functional teams in resolving order-related issues, and assigning technicians to ensure seamless customer experience.
Fleet Executive
Zoom Cars
12.2016 - 12.2016
- In-charge of a hub, organize pick up and drop of vehicles from customer’s locality.
- Established safety protocols for drivers, contributing to a reduction in accidents and insurance premiums.
- Reduced downtime for vehicles through proactive scheduling of preventative maintenance tasks.
- Managed vehicle acquisition process from procurement to registration, ensuring compliance with regulatory requirements.
- Enhanced fleet efficiency by implementing cost-effective maintenance and repair strategies.
- Increased customer satisfaction with timely deliveries, effective communication, and professional demeanor.
Education
High School Diploma -
St.Patricks Institute
Bengaluru, India05.2014
High School -
St. Aloysius High School
Bengaluru, India03.2010
Skills
- Creative Problem Solving
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Excellent attention to detail
- Call Volume and Quality Metrics
- Computer Proficiency
- Inbound and Outbound Calling
- Multi-Language call handling
Certification and Training
- Computer hardware and networking.
- Apprenticeship in electronics and mechanic at DRDO, completed a project on through wall interference Radar.
Achievements.
- Have received spot awards during assignments.
- Appreciation for highlighting process improvements to higher management.
SKILLS
CRM Platform used: My operator, Ameyo, Zendesk, Freshdesk and Fresh chat.
Timeline
Customer Service Associate
Winds E World
10.2022 - 09.2023
Customer Support Representative
ANI Technologies
12.2021 - 09.2022
Order Management Specialist
Ready Assist
07.2020 - 11.2021
Fleet Executive
Zoom Cars
12.2016 - 12.2016
High School Diploma -
St.Patricks Institute
High School -
St. Aloysius High School
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