Kasturi Gaikwad.
Mumbai
Summary
Results-driven Customer Service Representative with over 6 years of experience in resolving client issues and fostering long-term relationships. Committed to enhancing customer satisfaction through tailored service and effective problem-solving. Seeking to leverage expertise to contribute to a reputable retail firm.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Customer service
Redion
Mumbai
12.2025 - Current
- Responded to customer calls and addressed queries regarding services, product malfunctions, promotions, and billing.
- Resolved customer concerns promptly and effectively, ensuring satisfaction.
- Handled large volume of calls on a day to day basis with a sense of calm and good work ethic.
- Managed multiple clients simultaneously while maintaining composure and professionalism.
- Worked to understand the needs of each customer.
- Developed successful tactics to sell products and services to customers.
- Maintained up to date knowledge of products and services.
Caption
Gwalia
Dubai
01.2025 - 11.2025
- Transitioned between tasks and roles to maintain service continuity.
- Adapted processes to align with customer expectations, enhancing satisfaction.
- Implemented new systems to streamline customer service operations.
- Managing unexpected customer issues effectively, even in changing situations.
- Suggested product upgrades by aligning features with specific customer requirements.
- Recommended premium products by detailing their features and advantages to customers.
- Attempting to upsell a customer by showing them additional products or services that they may be interested in.
- Provided discounts to customers purchasing in bulk, encouraging larger transactions.
customer services
Sitel
Mumbai
01.2023 - 12.2024
- Explaining product features and benefits to customers.
- Providing instructions on how to use a product or service.
- Answering customer inquiries.
- Resolving customer complaints.
- Upselling and cross-selling products and services.
customer services
Tech Mahindra
Mumbai
01.2022 - 12.2023
- Asking clarifying questions to ensure that you understand the customer's request.
- Paraphrasing the customer's issue back to them to confirm your understanding.
- Using nonverbal cues such as eye contact and body language to show that you are fully engaged in the conversation.
- Taking the time to really understand the customer's needs.
- Offering help or advice when it is needed.
- Not rushing customers through their interactions.
- Remaining calm and composed when dealing with upset customers.
customer services
Viva connect
Mumbai
01.2020 - 12.2021
- Respond promptly to customer inquiries via phone, email, and live chat.
- Deliver accurate information about products, services, and company policies.
- Resolve customer concerns and escalate issues to appropriate departments when necessary.
- Record customer interactions and feedback in our CRM system for tracking and analysis.
- Assist with troubleshooting common issues and follow up to ensure resolution.
- Identify customer needs and provide proactive solutions to improve their experience.
- Collaborate with team members to share insights and develop better processes.
Education
Ssc -
St Blaise high school
Hsc -
National Institute of open school
Skills
- Data Entry
- MS word
- MS Excel
- Communication
- Active listening
- Empathy
- Warmth
- Problem-solving
- Dedication
- Time management
- Stress management
- Product knowledge
- Customer relationship management (CRM)
- Patience
- Adaptability
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Proficient
C2
Timeline
Customer service
Redion
12.2025 - Current
Caption
Gwalia
01.2025 - 11.2025
customer services
Sitel
01.2023 - 12.2024
customer services
Tech Mahindra
01.2022 - 12.2023
customer services
Viva connect
01.2020 - 12.2021
Ssc -
St Blaise high school
Hsc -
National Institute of open school