Krishna Prajapati
Ahmedabad
Summary
Dynamic and results-oriented Customer Service Leader with over 9 years of experience in managing and motivating large teams to achieve exceptional customer satisfaction. Proven expertise in data analysis, performance management, and process improvement. Adept at developing strategic initiatives, resolving complex customer issues, and driving continuous improvement in service quality. Strong leadership, communication, and problem-solving skills with a commitment to fostering a positive work environment and delivering superior customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Torrent Power Limited
Ahmedabad
2019.10 - Current
- Leading a call center operation of 6 different cities. 50 Team members were working under my supervisor for calling and digital both processes.
- Introduced new IVRS and agent model Project for better performance
- Creating SOPs and process maps
- Monitor key performance indicators (KPIs) such as call handling time, customer satisfaction, and first-call resolution.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Train new hires on call center procedures, systems, and customer service best practices.
- Analyze performance data to identify trends, areas for improvement, and successes.
- Prepare and present performance reports to senior management.
Junior Executive
Vodafone Idea Shared Service Limited
Ahmedabad
2018.04 - 2019.10
- Worked in M-Pesa vodafone wallet services, Leading a team of 8 Customer service representatives
- Handled customer service and cyber cell complaints
- MIS reporting to stake holders
- Ensure the accuracy, integrity, and security of the organization’s data.
- Analyze data to provide insights and support decision-making processes.
- Implement and manage helpdesk for fraud cases related reporting system.
Customer Service Officer
Vodafone India Services Private Limited
Ahmedabad
2015.01 - 2018.03
- Worked in front-end digital customer service department
- Handling Collaborated with other departments within the organization on various customer service related follow ups.
- Established trustful relationships with customers through effective communication skills.
- Maintained accurate records of customer interactions and transactions.
- Implemented best practices regarding customer service standards across all platforms.
- Developed strategies to improve customer service processes and procedures.
- Managed daily operations of the Customer Service Department.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Vishwakarma Government Engineering College
Ahmedabad, GJ2014-06
Skills
- Strong ability to lead, inspire, and manage a large team.
- Excellent verbal and written communication skills.
- Ability to analyze performance data and implement improvements.
- Strong problem-solving abilities to handle escalated issues.
- Deep understanding of customer service principles and practices.
- Excellent organizational and time management skills.
- Familiarity with call center software and technology.
Accomplishments
- I have been rewarded as a consistently outstanding performer of the YEAR from last 6 years of my career
Affiliations
- I am an ERP team member of my zone and FUN friday activist.
- Committee member of the 5S management system and Keeping my team involved in BBS certification
Certification
- Honor of best customer service leader trophies and many performance based certificates
- Six Sigma White belt certified and was a team member of Six sigma yellow belt team for process improvement to achieve the organizational goal of cost to serve reduction
Timeline
Customer Service Executive
Torrent Power Limited
2019.10 - Current
Junior Executive
Vodafone Idea Shared Service Limited
2018.04 - 2019.10
Customer Service Officer
Vodafone India Services Private Limited
2015.01 - 2018.03
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Vishwakarma Government Engineering College
- Honor of best customer service leader trophies and many performance based certificates
- Six Sigma White belt certified and was a team member of Six sigma yellow belt team for process improvement to achieve the organizational goal of cost to serve reduction
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