Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Krunal Rathod

Customer Service Representative

Summary

Dynamic professional with a proven track record in enhancing customer satisfaction and resolving complex issues. Expert in customer relationship management and analytical thinking, achieving top KPIs. Skilled in MS Office and fostering teamwork, consistently delivering beyond expectations with a keen eye for detail and multitasking prowess.

Overview

14
14
years of professional experience
3
3
Languages

Work History

Sr Executive

_VOIS, Vodafone
10.2022 - 07.2024
  • Aid clientele in resolving billing inquiries, contract concerns, and technical issues across broadband, television, landline, and mobile phone services.
  • Execute customer transactions with efficiency and precision
  • Attain Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), First Call Resolution (FCR), and Average Handle Time (AHT) and Deep Detractor (DD).
  • Uphold 100% call quality through strict adherence to established service benchmarks.
  • Employ a sales-through-service methodology, identifying opportunities to elevate customer satisfaction.
  • Deliver exemplary customer service, fostering constructive rapport with clients
  • Maintain up-to-date knowledge of products and services to adeptly address customer queries.
  • Collaborate with interdisciplinary teams and my own team members to deliver customer delight.
  • Coach team members to help them excel in their monthly KPIs and conduct analysis of their quarterly and annual performance.

Sr Customer Service Specialist-III

TTEC
01.2015 - 04.2022
  • My tenure with TTEC, formerly known as MOTIF, began as a Customer Care Representative (CCR) in 2015. I was subsequently promoted to Senior CCR in 2017 and CSR-III from 2019 to 2022.
  • Deliver exemplary service to a global clientele through active listening, troubleshooting, meticulous documentation, and prompt follow-ups.
  • Manage customer escalations, resolving them on a priority basis by effectively liaising with the backend team.
  • Consistently keep myself up-to-date with policies, procedures, and standards to provide optimal support.
  • Collaborate with the team members to strategically achieve short and long-term goals, embodying the company's core values.
  • As a Senior CSR-III, I trained junior team members in product knowledge and team-building, offering on-call support as needed.


Technical Support Executive

Kocher Info Tech.Pvt.Ltd.
08.2010 - 07.2011
  • Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Assist customers in upgrading from 2G to 3G, provided comprehensive guidance on 3G technology and services, and resolved technical issues with their mobile phones and telecommunications service.

Education

B.Com - Human Resources Management

Maharaja Sayajirao University (MSU)
Vadodara
04.2001 -

H.S.C. - Commerce

Kamani Forward High School
Amreli
04.2001 -

S.S.C -

Shri R JH High School
Dhasa Jn. Bhavanagar Dist.
04.2001 -

Skills

  • Excellent Communication
  • Customer Relationship Management
  • Teamwork and Collaboration
  • Training and Consultation
  • Problem-Solving
  • Self Motivation
  • Windows
  • MS Office
  • Analytical Thinking
  • Active Listening
  • Multi-Tasking
  • Attention to Details

Hobbies

Cooking, Food Photography, Painting, Sketching, Singing, Listening to Music, Integrate the modern scientific theories with deep spiritual insights to understand and experience the complex mechanisms by which the universe manifests and sustains the mind and body.

Timeline

Sr Executive

_VOIS, Vodafone
10.2022 - 07.2024

Sr Customer Service Specialist-III

TTEC
01.2015 - 04.2022

Technical Support Executive

Kocher Info Tech.Pvt.Ltd.
08.2010 - 07.2011

B.Com - Human Resources Management

Maharaja Sayajirao University (MSU)
04.2001 -

H.S.C. - Commerce

Kamani Forward High School
04.2001 -

S.S.C -

Shri R JH High School
04.2001 -

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Krunal RathodCustomer Service Representative