Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Education and Training
Timeline
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Harshadkumar Gangurde

Harshadkumar Gangurde

Pune,Maharashtra

Summary

Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Chat Support Representative

Silveor Optimist Outsourcing Pvt Ltd
07.2022 - Current
  • Communicated effectively with clientele to maintain customer satisfaction and loyalty.
  • Developed new leads each day at or above quotas.
  • Collaborated with new customers to give details about company offerings.
  • Approached customers and engaged in conversation through use of effective interpersonal and writing skills.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Created and maintained detailed database to develop promotional sales.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Investigated and resolved accounting, service and delivery concerns.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Telecaller Supervisor

Kumar Developers Megapolis
06.2021 - 04.2022
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Supervised 5 Telecaller's in providing excellent customer service to callers requiring assistance for Products and Service issues
  • Developed process controls and metrics for daily management of call center.

Store Associate

Swift Industrial Agencies LLP
03.2019 - 05.2020
  • Answered questions about current promotions and resolved issues according to store policies.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Stocked, replenished and organized inventory to keep store merchandise fresh.
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise.
  • Answered telephone to give callers store information and look up order details.
  • Maintained attractive merchandise displays to maximize purchases.
  • Maintained current store, product and promotional knowledge to drive consistent sales.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Greeted customers to determine wants or needs.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.

Administrative Assistant

Infomatica Education Pvt Ltd
12.2016 - 10.2018
  • Directed customer communication to appropriate department personnel.
  • Composed correspondence, reports and meeting notes.
  • Scheduled appointments, meetings and events for management staff.
  • Provided secretarial and office management support while building cooperative working relationships.
  • Responded effectively to sensitive inquiries or complaints.
  • Coordinated appointments, meetings and conferences.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.

Store Supervisor

3s Sara Plast Pvt Ltd
11.2014 - 01.2016
  • Leveraged ERP system knowledge to manage inventory transactions.
  • Reviewed inventory control reports ensuring accuracy and completeness.
  • Pulled orders and stock with carts, pallet jacks and forklifts to safely transport materials throughout production floor.
  • Worked closely with purchasing and production to maintain levels of quality and on-hand inventory.
  • Marked stock items with identification tags, stamps, electric marking tools or other labeling equipment.
  • Monitored and verified quality and specifications of incoming raw materials against packing list and bills of lading.
  • Collaborated with upper management to review and forecast stock levels.
  • Managed and maintained adequate quantities of inventory to support manufacturing and sales demands.
  • Monitored and recorded daily shipment and receiving data.
  • Managed daily and weekly cycle accounts and adjusted inventory records to ensure accuracy.
  • Performed root cause analysis on inventory discrepancies and implemented impactful solutions.

Storekeeper

Hyundai Construction Equipment India Pvt Ltd
12.2006 - 10.2014
  • Received delivery of incoming materials to reconcile purchase orders.
  • Marked stock items with identifying codes, figures or letters with electric marking tools.
  • Conveyed materials and items from receiving or production areas to storage or other designated areas.
  • Planned promotional campaigns for new products or specials.
  • Contacted vendors to determine prices, specifications and other information for special orders.
  • Arranged stock parts in specified sequence for assembly by other workers.
  • Prepared parcels for mailing by safely packing supplies in cartons.
  • Kept up-to-date records of receipts, records and withdrawals from stockroom.
  • Packed, crated and prepared bills of lading for outgoing shipments.
  • Verified inventory computations' accuracy by comparing to physical counts of stock.
  • Negotiated pricing and delivery of goods and obtained competitive quotes from vendors.
  • Determined quantities of stock needed to replenish departments' supplies.
  • Tracked, documented and resolved discrepancies on received orders.
  • Mediated confrontations between staff and clients to de-escalate situation.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.

Education

Some College (No Degree) - English Literature

Prof. Ramkrishna More Arts, Commmerce And Science

High School Diploma -

Shri. Mhalsakant College
05-2008

High School Diploma -

Shri. Shivaji Vidyalaya
05-2002

Skills

  • Social media monitoring
  • CRM software
  • Performance tracking
  • Merchandise upselling
  • Refunds processing
  • Promotional support
  • Rapport building
  • Issue and complaint resolution
  • Project management
  • Estimating
  • Microsoft exchange
  • Time management abilities
  • Data entry
  • Quality control
  • Microsoft office expertise
  • Receiving support
  • Product education
  • Billing adjustments and refunds
  • Relationship building
  • Cultural sensitivity
  • Salesforce CRM
  • LiveChat messaging
  • Professionalism
  • Strategic sales
  • Multitasking and prioritization
  • Time management
  • Document and records management
  • Complaint resolution
  • Customer service excellence
  • Decision-making
  • Report generation
  • Analytical skills
  • Data evaluation
  • Sales techniques
  • Report preparation

Affiliations

  • Store Management
  • Inventory Management
  • Lead Generator
  • Customer care
  • Calls Handling
  • Email Processing

Accomplishments

  • Best Store Management
  • Accurate Inventory Management
  • Best Performance as a Monthly Lead Generator

Certification

  • DHTML
  • Programming Languages C & C++
  • Tally ERP 9.0

Education and Training

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Timeline

Chat Support Representative

Silveor Optimist Outsourcing Pvt Ltd
07.2022 - Current

Telecaller Supervisor

Kumar Developers Megapolis
06.2021 - 04.2022

Store Associate

Swift Industrial Agencies LLP
03.2019 - 05.2020

Administrative Assistant

Infomatica Education Pvt Ltd
12.2016 - 10.2018

Store Supervisor

3s Sara Plast Pvt Ltd
11.2014 - 01.2016

Storekeeper

Hyundai Construction Equipment India Pvt Ltd
12.2006 - 10.2014

High School Diploma -

Shri. Mhalsakant College

High School Diploma -

Shri. Shivaji Vidyalaya

Some College (No Degree) - English Literature

Prof. Ramkrishna More Arts, Commmerce And Science

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Harshadkumar Gangurde