Khushal Sain
Jaipur
Summary
Enthusiastic, results-driven, and customer-focused professional with over 5 years of experience in customer-facing roles. Adept at providing exceptional customer service by promptly responding to inquiries through email, text, and phone. Skilled in delivering comprehensive product and service information to clients and resolving technical issues efficiently. Collaborative team player with a demonstrated ability to work cross-functionally to maintain partner relationships. Proficient in creating and managing internal documentation. Exceptional communication and interpersonal skills, coupled with a problem-solving mindset and a high attention to detail. Adaptable to fast-paced environments, capable of working both independently and as part of a cohesive team to deliver effective solutions and outstanding customer experiences.
Overview
7
7
years of professional experience
Work History
Sr. Customer Support Executive
MicroOrbit Consulting Services
Ahmedabad
01.2019 - Current
- Dedicated to enhancing customer satisfaction, consistently delivering exemplary customer service.
- Played a pivotal role in boosting customer retention through the creation of exceptional customer experiences.
- Skillfully managed a demanding workload, proficiently handling email communications and telephone inquiries within strict deadline-driven parameters.
- Instrumental in helping the company achieve top-tier customer service ratings, consistently earning a perfect 100% score across all evaluation categories, including communication skills, listening skills, problem resolution, and courtesy.
- Spearheaded the capture and monitoring of customer complaints and identified areas for improvement, ensuring swift and effective resolution of issues while liaising with relevant staff members for escalation when necessary.
- Resolved escalated customer complaints promptly and professionally.
- Maintained records of all interactions with customers for future reference and analysis.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Sales Associate
MattsenKumar LLC
Jaipur
02.2018 - 11.2018
- Spearheaded lead generation efforts, consistently driving upfront sales to meet and exceed targets.
- Established a reputation for preventing customer callbacks through active and attentive listening, creative problem-solving, and the provision of accurate and reliable information.
- Collaborated seamlessly with fellow team members to optimize operational processes, ensuring a streamlined and efficient workflow.
- Demonstrated exceptional conflict resolution skills by professionally and amicably settling customer disputes, contributing to overall customer satisfaction.
- Maintained a strong commitment to punctuality and professionalism, consistently upholding high standards in all aspects of job performance.
- Worked with fellow sales team members to achieve group targets.
- Provided accurate information about products, prices and services.
Tier II Technical Support Executive
Teleperformance
Jaipur
07.2016 - 01.2018
- Managed a substantial volume of inbound telephone inquiries related to Microsoft Windows and Office 365, consistently delivering timely, efficient, and professional assistance to customers.
- Prioritized providing a positive customer experience, ensuring that customers received effective support and left with a favorable impression.
- Expertly guided customers over the phone, specializing in troubleshooting Windows activation, Windows updates, and MS Office 365 download, installation, and activation issues.
- Utilized the company's troubleshooting resolution tree as a foundation for evaluating technical problems while leveraging personal expertise to identify and implement appropriate solutions.
- Maintained key performance indicators (KPIs) including achieving First Call Resolution (FCR), Customer Satisfaction (CSAT), Average Handling Time (AHT), and productivity targets.
- Proactively initiated outbound calls to follow up on open cases, offering resolutions and improved service to customers.
- Consistently exceeded performance expectations, achieving exceptional metrics during my tenure as a Technical Support Executive, including maintaining an AHT well below 8 minutes and 15 seconds, an average Quality Assurance (QA) score of over 95%, 95% attendance, and adherence exceeding 100%.
- Diagnosed hardware and software issues on Windows platform.
Education
High School Diploma -
Kapil Gyanpeeth School
05.2013
Skills
- Excellent Communication Skills
- Technical troubleshooting
- Interpersonal Skills
- Problem Solving and critical thinking
- Teamwork and collaboration
- Multitasking and Prioritization
- Documentation Skills
- Adaptability
- Attention to Detail
- Quality Control
- Customer Service
Languages
- English
- Hindi
Languages
Hindi
First Language
English
Advanced
C1
Timeline
Sr. Customer Support Executive
MicroOrbit Consulting Services
01.2019 - Current
Sales Associate
MattsenKumar LLC
02.2018 - 11.2018
Tier II Technical Support Executive
Teleperformance
07.2016 - 01.2018
High School Diploma -
Kapil Gyanpeeth School
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