Hitesh Kedia
Bhubaneswar
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Support Specialist
DrinkPrime
Bangalore
03.2025 - Current
- Built relationships with customers to encourage repeat business opportunities.
- Worked closely with vendors to resolve product-related issues in a timely manner.
- Identified process improvements that increased customer satisfaction ratings by 20%.
- Maintained detailed records of help desk tickets and other customer service requests.
- Resolved escalated customer service inquiries with a high degree of accuracy and efficiency.
- Handled social media escalation cases and provided quick resolutions to ensure a better customer experience.
- Handle escalated customer complaints or issues that can't be resolved by frontline agents.
- Work with various departments to resolve issues and improve processes.
- Provide timely updates and resolutions to customers, ensuring their satisfaction.
- Identify areas for improvement, and implement changes to prevent future escalations.
Support Specialist (Voice)
DrinkPrime
Bangalore
02.2024 - 03.2025
- Understanding and analyzing the issue, and resolving the issue by providing the required troubleshooting steps.
- Aligning technician visit appointments for customers, as required by their needs or concerns.
- Documenting all customer interactions and transactions accurately for future reference.
- Utilizing CRM systems to track customer interactions and solutions provided.
- Identifying upselling opportunities while maintaining excellent customer service standards.
- Forwarding and escalating inquiries to relevant individuals and departments to provide a more efficient solution to the customers.
- Identifying and contacting customers with outstanding debts or payments.
- Work with customers to establish payment arrangements, and settle debts.
- Coordinate with customers who are overdue and arrange pickup of asset from asset recovery team to recover assets.
- Timely follow-up with customers to ensure issues are fully resolved, and customers are satisfied with the outcome.
Customer Service Associate (Voice)
Teleperformance
Bangalore
08.2023 - 12.2023
- Maintains customer relationship by responding to inquiries; and documenting actions in CRM.
- Forwarding and escalating inquiries to relevant individuals and departments.
- Proficiently identified and assessed customer issues, effectively liaising with internal teams or sellers to promptly resolve concerns and ensure customer satisfaction.
- Accomplishes customer service and organization mission by completing related results as needed.
Sales And Admin Associate
M/S MS Consultant
Bhubaneswar
02.2020 - 03.2022
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Managed a process re-engineering project to improve and consolidate end-to-end service processes; restructured communication flow among 10 departments and cut down paperwork by 75%.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Education
Bachelor of Commerce - Accounting And Business Management
Maharishi Degree College of Natural Law
Bhubaneswar08.2022
Intermediate -
Buxi Jagabandhu Bidyadhar Higher Secondary School
Bhubaneswar06.2019
Matriculation -
Santanu English Medium School
Bhubaneswar06.2017
Skills
- Document and records management
- Verbal and written communication
- CRM management
- Technical troubleshooting
- Escalation management
- Microsoft Office
Certification
- Odisha State-Certificate in Information Technology
- Advance Google Ads Certification
- Grow Offline Sales Certification
Languages
- English, Advanced (C1)
- Hindi, Bilingual or Proficient (C2)
- Odia, Advanced (C1)
- Marwari, Bilingual or Proficient (C2)
Timeline
Senior Support Specialist
DrinkPrime
03.2025 - Current
Support Specialist (Voice)
DrinkPrime
02.2024 - 03.2025
Customer Service Associate (Voice)
Teleperformance
08.2023 - 12.2023
Sales And Admin Associate
M/S MS Consultant
02.2020 - 03.2022
Bachelor of Commerce - Accounting And Business Management
Maharishi Degree College of Natural Law
Intermediate -
Buxi Jagabandhu Bidyadhar Higher Secondary School
Matriculation -
Santanu English Medium School
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