Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Resolution Manager
Vodafone Service India Pvt Ltd.
04.2024 - Current
Handling customer complaints and closing with quick resolution
Objection handling in order to prevent credit leakage
Taking customer's complaints and getting it resolved by forwarding to Customer Relations Team
Validation and approval of credits up to 40GBP on customer's account
Assisting frontline advisors on technical queries, and helping them on product related queries on real-time basis.
Developed and implemented resolution strategies to reduce customer complaints and increase retention rates.
Managed team of resolution specialists, ensuring effective communication and collaboration for optimum results.
Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
Negotiated dispute settlements with clients, securing favorable outcomes while preserving business relationships.
Senior Executive
Vodafone Service India Pvt Ltd.
07.2019 - 03.2023
Excelling experience that I am having in Customer Service Industry to present my role in organization
Though for short tenure, was assigned team to provide them real-time support on process knowledge in absence of Team Lead
Managing individual performance based on targets required by Management.
Process Specialist
Ttec India (Formally known as Motif India Infotech Pvt Ltd)
02.2015 - 06.2019
Having rich experience in Customer Service Industry for more than 4+ years
Started career in this industry from grass root level and helped Client's members through non-voice channels
From last 2 years performing the role of Subject Matter Expert(SME)/Mentor and grooming newly hired teammates with product knowledge
Managing team/individual performance and also helping them to improve their performance
Creating daily/weekly/monthly reports
Ensuring that all Client's deliverables are taken care of before deadline
Owning Team Leader's responsibilities in absence of the Leadership Team on the floor
Assisting training team in OJT
Coaching teammates in the areas of opportunities
Evaluating teammate's performance on the basis of Quality and Client's Metrics.
Trainee Company Secretary
Office of Official Liquidator, High Court Of Gujarat
11.2012 - 09.2013
Worked as Trainee Company Secretary in the Office of Official Liquidator (High Court of Gujarat), Ministry of Corporate Affairs for period of 11 months
Assisted in procedural works as per provisions of The Companies Act, 1956 relating to winding up
Inspection of records maintained by Registrar of Companies of the companies in liquidation
Assisted in taking possession of companies in liquidation on the Orders of Hon'ble High Court of Gujarat, checking inventories, movable and immovable assets of company in liquidation
Complying with the Orders of Hon'ble High Court incidental and supplemental to matters related to companies in liquidation and reporting the same.
Trainee Company Secretary
Madhya Pradesh Stock Exchange Limited (MPSE)
10.2010 - 10.2011
Worked as apprentice in MPSE for a period of 9 months and assisted in Secretarial works and compliances of the organization
Accepting and verifying transfer deeds and forms of investors
Assisted in preparation of Agenda and Minutes of Board Meetings
Punching of investor's bids on BSE/NSE's - IPO/FPO portal and handling transaction incidental and supplemental to Initial Public Offerings (IPO)/Further Public Offerings (FPO)
Drafting letters and correspondence with various authorities like SEBI, NSDL, CDSL, etc., in matters connected thereto on behalf of MPSE.
Education
MBA - Supply Chain Management
NMIMS, Mumbai, India
06.2023
Diploma In Business Management - Business Management
WLCI, College, Nagpur, India
04.2015
CS Executive - Company Secretary
The Institute of Company Secretaries of India, Indore, India
Research Assistant & Student at Gujarat Cancer Society – Hospital and Research InstituteResearch Assistant & Student at Gujarat Cancer Society – Hospital and Research Institute