Pramod Lal
Delhi NCR
Overview
2
2
Languages
1
1
Certification
14
14
years of professional experience
Work History
Senior Customer Service Executive
Honasa Consumer Ltd
New Delhi, India
04.2022 - Current
- Deliver exceptional customer experiences by proactively addressing customer needs, resolving complex queries, and going the extra mile to ensure customer satisfaction and loyalty.
- Managed high-volume inbound customer service chats, identified customer needs, and provided timely, effective solutions to enhance customer experience.
- Resolved a wide range of customer concerns, including product-related issues and complaints, focusing on first-contact resolution to maximise customer satisfaction.
- Manage and resolve customer queries and complaints across multiple social media and digital platforms, including Facebook, Instagram, Google Play Store, and X (formerly Twitter), protecting the company's brand reputation and strengthening customer relationships.
- Respond to customer enquiries promptly and accurately while maintaining a professional, empathetic, and customer-centric approach.
- Analyse customer service metrics and performance trends to identify improvement opportunities and support strategies aimed at enhancing operational efficiency and service quality.
- Demonstrate strong knowledge of company policies, best practices, procedures, and customer service protocols through continuous learning and professional training.
- Foster a collaborative and positive team environment by sharing best practices, supporting colleagues, and contributing to improved service quality and team performance.
- Recognised with an R&R (Rewards & Recognition) award for outstanding performance, exceptional customer service, and valuable contributions to the organisation.
Customer Delight Associate
Jindal Intellicom
Gurgaon, Haryana
07.2018 - 04.2019
- Delivered timely and effective resolutions by accurately identifying customer needs and providing appropriate solutions, contributing to a positive customer experience.
- Built strong customer relationships through effective communication and active listening, fostering a customer-centric approach to issue resolution.
- Managed customer service operations for Zomato, efficiently addressing customer queries and concerns to enhance overall service delivery.
- Handled high-volume customer interactions, ensuring accuracy and adherence to quality standards to uphold service excellence.
- Consistently maintained quality scores above 90% throughout the tenure, demonstrating strong attention to detail, process adherence, and commitment to service excellence.
Senior Customer Service Associate
FIS Global Business Solutions
Gurgaon, Haryana
12.2012 - 06.2016
- Applied strong problem-solving and issue-resolution skills to deliver faster and more effective customer support while consistently meeting service standards.
- Managed corporate client accounts via email support for O2 process, achieving timely resolution of service requests.
- Maintained and updated critical client account information, ensuring accuracy during address and name changes, account adjustments, credits, mobile number cancellations, and reconnections.
- Provided guidance and support to new team members, facilitating achievement of performance targets and adaptation to process requirements.
Education
Bachelor of Business Administration - • BACHELOR'S IN COMMERCE
University of Delhi
New Delhi, IN-DL01-2013
Bachelor of Science - HIGHER SECONDARY EXAMINATION (CBSE)
VIVEKANANDA KENDRA VIDYALAYA
Arunachal Pradesh01-2009
Skills
- Customer service
- Tools & Platforms: GoKwik, Shopify, Simplify360, Freshworks (Freshdesk & Freshchat), and Razorpay
- Quality Assurance (QA) controls
- Relationship management
- Performance analysis
- Process improvement
- Accounting
- Time management
- Customer experience
- Complaint handling
- Typing speed- 56 words per minute
Languages
English
Advanced
C1
Hindi
Proficient
C2
Certification
Technical Skills
- Microsoft Office Suite: Proficient in Microsoft Word, Excel, and PowerPoint
- Microsoft Excel: VLOOKUP, PivotTables, data analysis, sorting, filtering, and basic reporting
- Internet & Web Applications: Proficient in internet research and web-based applications
Interests
Travelling
Team-building activities
Exploring new cultures
Reading and continuous learning
Timeline
Senior Customer Service Executive
Honasa Consumer Ltd
04.2022 - Current
Customer Delight Associate
Jindal Intellicom
07.2018 - 04.2019
Senior Customer Service Associate
FIS Global Business Solutions
12.2012 - 06.2016
Bachelor of Business Administration - • BACHELOR'S IN COMMERCE
University of Delhi
Bachelor of Science - HIGHER SECONDARY EXAMINATION (CBSE)
VIVEKANANDA KENDRA VIDYALAYA