GHANASHYAM BHOI
Full Potential Solutions
Pune,MH
7
years of professional experience
3
Languages
Results-driven Customer Support Specialist with 5+ years of experience managing high-volume ticketing, complex escalations, and omnichannel operations in fast-paced BPO environment. Recognized for transforming challenging client interactions into positive retention outcomes and maintained strict SLA compliance. Skilled in navigating CRM databases and leveraging AI productivity tools to optimize response times and delivers clear, empathetic client communication.Fully equipped for US shift operations and cross-functional problem-solving.
Work History
Senior Customer Experience Associate
3 Years 6 Months- Manage complex customer escalations, ensuring prompt, empathetic, and effective resolutions that drive customer loyalty and brand retention.
- Spearheaded social media customer service workflows, analyzed consumer sentiment to identify operational improvement areas for management.
- Collaborate with cross-functional teams to streamline operational processes, significantly reducing Average Handle Time (AHT) for complex queries.
- Utilized AI tools (ChatGPT, Gemini) to analyze context, summarize complex customer issues, and draft clear, tailored communications.
- Acted as Subject Matter Expert (SME) for junior associates, provided guidance on best practices in active listening, empathy, and conflict resolution.
Customer Experience Associate
2 Years 11 Months- Delivered high-quality customer support in fast-paced environment, consistently meeting response time and resolution accuracy targets.
- Transformed challenging customer grievances into positive experiences using advanced de-escalation techniques and proactive communication.
- Maintained meticulous records of customer interactions and transactions, ensuring data integrity within CRM database.
- Maintained meticulous records of customer interactions and transactions, ensuring complete data integrity within the CRM database.
Education
Bachelor of Commerce (B.Com)
Coursework in
Higher Secondary Education - HSC
Secondary School Certificate - SSC
Skills
Customer Support: Escalation Management
High-volume support
Conflict resolution
Omnichannel Service: Voice
Email
Chat
Social Media Query Handling
Operational Metrics: SLA Compliance
CSAT Enhancement
AHT Reduction
AI Productivity: ChatGPT
Gemini (Ticket Summarization & Communication drafting)
Systems & Tools: CRM Software
Web Platform Navigation
Computer Proficiency
Interpersonal: Active listening techniques
Problem Solving
Cross-functional Coordination
Languages
English (Fluent)
Hindi (Fluent)
Odia (Native)
Personal Information
Date of Birth: 1997-02-28
Timeline
Senior Customer Experience Associate
Full Potential Solutions
03.2023 - CurrentRead More
Customer Experience Associate
Concentrix
07.2019 - 06.2022Read More
Vikash Residential School
Higher Secondary Education from HSC
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Vikash Residential School
Secondary School Certificate from SSC
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Indira College of Commerce & Science
Bachelor of Commerce (B.Com)
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