GAURAV PRAMOD SINGH
B-02 Ananthnath Apt, Vijaynagar, Nallasopara
Summary
Results-oriented Customer Service Professional with 7 years of experience focused on exceptional support and customer relationship management. Proven track record in de-escalating challenging situations and achieving high customer satisfaction rates. Committed to utilizing effective communication and problem-solving abilities to drive team success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. CUSTOMER SERVICE EXECUTIVE
YES Securities (India) Limited
02.2023 - Current
- Served as a point of escalation for customer issues, effectively resolving 95% of escalated cases without any further escalations.
- Identified the root causes of customer complaints and implemented solutions to prevent their recurrence.
- Provided timely and accurate solutions to customer inquiries, demonstrating strong analytical and Troubleshooting skills.
- Maintained a consistent customer satisfaction (CSAT) score of 94%+ through empathetic communication and proactive problem-solving.
- I manage live chat and address queries in real-time with 92% accuracy.
- Handling multiple tasks simultaneously to reduce the burden on teamwork.
ASSISTANT MANAGER
Anand Rathi Financial Services Limited
06.2022 - 10.2022
- Resolved complex customer issues efficiently and effectively, maintaining high levels of customer satisfaction.
- I am coordinating with the customer's and B2B branches on her complaint, which he has raised to us for a better resolution and I will make sure to resolve all these issues within the TAT.
CUSTOMER SERVICE EXECUTIVE
Motilal Oswal Financial Services Limited
02.2020 - 05.2022
- Solved customer’s queries through emails, calls and Chats.
- Coordinated with the other department heads to maintain the TAT (4 Hrs) in respect of customer service issues and customer related queries.
- Handled Escalation and Customer service desk complaints like unauthorized trades and forgery account opening cases.
- Taken care of calling desk and chat process of 6 executives with 95% accuracy.
- Handled multiple task at a single time to reduce the team work Pressure.
CUSTOMER SERVICE EXECUTIVE
Vijay Sales PVT LTD
09.2018 - 12.2019
EQUITY ADVISOR
Trade Bulls Sec. PVT limited
02.2017 - 07.2018
Education
B COM - Accounting and Finance (BAF)
Mumbai university
01.2015
HSC - undefined
Maharashtra State Board
01.2012
SSC - undefined
Maharashtra State Board
01.2009
Skills
- Personable demeanor
- Analytical problem solving
- Optimistic and adaptable mindset
- Conflict resolution skills
- Stress management
Certification
NISM-Series-VII: Securities Operations and Risk Management.
PERSONAL INTEREST
Mountain climbing, Cricket, Cycling, Swimming
Accomplishments
- In Trade Bulls securities, twice awarded as rising stars for the highest brokerage generation for 2 quarter in FY 2017.
- In MOFSL awarded as a rising star in FY 2020-21.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
DECLARATION
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Gaurav Singh Mumbai, Maharashtra.
PROFESSIONAL QUALIFICATIONS
- Basic knowledge of Microsoft office and tally ERP 9.0.
- Basic knowledge of hardware and software.
Timeline
Sr. CUSTOMER SERVICE EXECUTIVE
YES Securities (India) Limited
02.2023 - Current
ASSISTANT MANAGER
Anand Rathi Financial Services Limited
06.2022 - 10.2022
CUSTOMER SERVICE EXECUTIVE
Motilal Oswal Financial Services Limited
02.2020 - 05.2022
CUSTOMER SERVICE EXECUTIVE
Vijay Sales PVT LTD
09.2018 - 12.2019
EQUITY ADVISOR
Trade Bulls Sec. PVT limited
02.2017 - 07.2018
B COM - Accounting and Finance (BAF)
Mumbai university
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
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