Girish Kulkarni
Customer Support Specialist
Dombivali,MH
Summary
Experienced Operations and Customer Service Support Executive with 10 years of expertise in streamlining operations, enhancing team performance, and improving customer satisfaction. Proven ability to manage and optimize operational workflows while resolving complex customer issues. Adept at leading cross-functional teams, driving efficiency improvements, and leveraging customer insights to enhance both service delivery and business operations.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Sr. Operations Executive
SimplyTrip Mobility Solutions Pvt Ltd
07.2022 - Current
- Spearheaded the optimization of daily operations, achieving a 20% increase in overall efficiency by realigning resource allocation and implementing streamlined workflows across departments
- Directed inventory management and logistics strategies for 500+ vendors, successfully reducing costs by 15% while ensuring on-time service delivery to 350+ clients each month, improving client retention rates
- Elevated multichannel support strategies to achieve a first-contact resolution rate of 35%, resulting in a 40% boost in overall customer satisfaction scores across digital and traditional platforms
- Won Best CS Executive for 2 Quarters in a row.
Project Experience
SimplyTrip Mobility Solutions Pvt Ltd
07.2023 - Current
- Spearheaded the development and implementation of a comprehensive vendor rating system, elevating service quality and reliability across 350+ suppliers
- Orchestrated the successful launch of operations in Pune and Delhi, achieving full operational capacity within three months and exceeding initial market penetration goals by 20%
Acting Team Lead
SimplyTrip Mobility Solutions Pvt Ltd
08.2023 - Current
- Supervised and mentored a team of 6 customer service associates, ensuring high-quality service, adherence to performance metrics, and fostering a collaborative, customer-focused environment
- Resolved escalated customer issues, maintaining a 90% satisfaction rate, while collaborating with cross-functional teams (i.e., Sales, Supply, Customer Support) to ensure timely issue resolution
- Streamlined customer service processes and implemented quality assurance programs, reducing response times by 15% and improving first-contact resolution rates
- Managed performance reviews, developed training materials, and maintained a knowledge base, improving team efficiency, reducing training time, and enhancing customer retention
Sr. Associate Customer Service
WNS Global Services
07.2014 - 07.2022
- Analyzed performance metrics and identified operational bottlenecks, leading to the implementation of process improvements that enhanced team productivity by 12% while simultaneously increasing customer satisfaction ratings
- Collaborated with cross-functional customer service teams to incorporate feedback mechanisms into operational processes, resulting in a 10% enhancement in service delivery and a notable reduction of complaints by 7%, significantly improving customer satisfaction ratings
Education
Bachelor of Arts - Mass Media - Advertising
K. G. Joshi College of Arts
Thane, Maharashtra 04.2012 - 06.2013
Skills
- Communication skills
- Data-driven decision making
- Strategic thinking
- Interpersonal skills
- Technical skills
- Adaptability and flexibility
- Emotional intelligence skills
- Microsoft Office
- My Operator
- Fresh Desk
Timeline
Acting Team Lead
SimplyTrip Mobility Solutions Pvt Ltd
08.2023 - Current
Project Experience
SimplyTrip Mobility Solutions Pvt Ltd
07.2023 - Current
Sr. Operations Executive
SimplyTrip Mobility Solutions Pvt Ltd
07.2022 - Current
Sr. Associate Customer Service
WNS Global Services
07.2014 - 07.2022
Bachelor of Arts - Mass Media - Advertising
K. G. Joshi College of Arts
04.2012 - 06.2013
Similar Profiles
Dinesh M. UgleDinesh M. Ugle
Senior Engineer at EKA Mobility, Pinnacle Mobility Solutions Pvt. LtdSenior Engineer at EKA Mobility, Pinnacle Mobility Solutions Pvt. Ltd
HASSAN LAFIRHASSAN LAFIR
Scrum Master at Ivy Mobility Solutions Pvt Ltd.Scrum Master at Ivy Mobility Solutions Pvt Ltd.
ASHWANI KUMAR YADAVASHWANI KUMAR YADAV
Depot Manager at PMI Electro Mobility Solutions Pvt. Ltd.Depot Manager at PMI Electro Mobility Solutions Pvt. Ltd.