Krishnan Arora
Gurugram
Summary
Experienced customer care representative with a proven track record of applying exceptional customer service, conflict mediation, and communication skills to effectively address diverse needs. Skilled in smoothly mitigating customer conflicts through calm and level-headed strategies. Responsive and resilient team player with an adaptable and resourceful mindset. Possessing a personable and analytical approach, offering a keen ability to assess workforce management needs and implement effective solutions. Solid understanding of scheduling, forecasting, and real-time management, along with proficiency in data analysis and reporting. Dedicated to optimizing workforce efficiency and contributing to organizational success. Experienced in directing activities of workgroups, excelling in developing strategies, providing training, setting goals, and obtaining team feedback. Excellent interpersonal and communication skills for effectively communicating goals and vision for success. Problem solver, networker, and consensus builder who consistently focuses on the big picture.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Analyst
Accenture Solutions Pvt.Ltd
06.2023 - Current
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Played a pivotal role in change management efforts surrounding new technology implementation or policy updates within the WFM function.
- Played an instrumental role in change management efforts related to WFM process improvements throughout the organization.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Teammate
Taskus India Private Limited
10.2022 - Current
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Maintained and managed customer files and databases.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Analyst
EClerx Services Ltd.
11.2021 - Current
- Discovered root causes of problems and identified appropriate solutions.
- Enhanced interfaces to promote better functionality for users.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Analyzed unstructured information to derive key insights.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Optimized core processes to improve business performance and operational agility.
- Researched and adopted new technologies to add value to existing offerings.
- Performed quality assurance to meet appropriate standards and facilitate improvement of processes.
Customer Care Representative
Concentrix Daksh Services India Pvt Ltd
08.2019 - 11.2021
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Coordinated timely responses to online customer communication and researched complex issues.
- Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Reduced spending by negotiating beneficial deals to secure ideal rates.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Improved overall efficiency 100 % by anticipating needs and providing outstanding support
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Education
High School Diploma -
Hindu College
04.2017 - 03.2018
Bachelor of Commerce - Commerce
Indra Gandhi National Open University
07.2020 - Current
Skills
Documentation and reporting
Hobbies
Playing cricket
Surfing
Personal Details
Marital Status : Single
Date of Birth : 15th February,2000
Timeline
Analyst
Accenture Solutions Pvt.Ltd
06.2023 - Current
Teammate
Taskus India Private Limited
10.2022 - Current
Analyst
EClerx Services Ltd.
11.2021 - Current
Bachelor of Commerce - Commerce
Indra Gandhi National Open University
07.2020 - Current
Customer Care Representative
Concentrix Daksh Services India Pvt Ltd
08.2019 - 11.2021
High School Diploma -
Hindu College
04.2017 - 03.2018
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