Mahendra CH
Bangalore,Karnataka
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Covers Off ( Freelance )
- Resolved concerns with cricket fantasy services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Generated reports to track performance and analyze trends.
- Completed 100+ payment orders per day with 99% accuracy and consistently high customer satisfaction scores
Servicing & Risk Operations
WAZIRX
2021.11 - 2022.08
- Responding to customer queries via email and adhering to quality and CSAT parameters
- P2P query resolutions
- Payments escalations and co-ordinating with vendor teams
- Resolving KYC and Account management queries
- Settling and recovering Crypto complaints
- Coordinating with tech team to improve the general product and giving timely feedback to product team to improve UI and UX
- Handling Trading issues and relevant queries.
Consultant Freelance
Transak
2021.02 - 2021.11
- Responding to customer queries via email and adhering to quality and CSAT parameters
- Approving/rejecting customer KYC
- Payment reconciliations and matching the fiat payment to send crypto to user in the timely manner
- Monitoring the customer complaints regularly and if there is a pattern, informing internal teams on the repeat issues and arrest the issue at 1st level
- Responding to Payment related queries, Crypto delivery issues, Goodwill requests, Fraud issues etc
- Constantly gathering customer feedback and relaying the info to product teams to improve UX and UI
- Coordinating with risk analysis team for Card related issues and coordinating with relevant teams
- Improving NPS score through survey and understanding the pain points to arrest the issues at 1st level
- Worked on developing CS processes from the scratch.
Customer care Analyst
Gameskraft
2019.10 - 2020.08
- Identifying the customer needs and guiding users through features and functions of Rummy game
- Updating the internal teams with information about technical issues in the game
- Monitoring the customer complaints regularly and if there is a pattern, informing internal teams on the repeat issues and arrest the issue at 1st level
- Responding to Payment related queries from customers, Game queries, Game issues, Responsible gaming, tournament queries and issues, new features in the game, login issues, security issues
- Constantly gathering customer feedback and relaying the info to product teams to improve UX and UI
- Coordinating with risk analysis team for customer RNG complaints, collusion, fraud complaints and investigating the issues thoroughly and responding to user within TAT
- Looking after any payment delays with Gateways and relaying the same info to CS teams to reduce the call flow and inform customers through Marketing SMS's or through email
- Blocking and unblocking of customer accounts and responding to users on the same.
Tech support
Bharti Airtel
2017.03 - 2019.09
- Handling Customer complaints of various types within Specified SLA
- Identifying the core problem initially and to take Necessary steps
- Solving the complaints through Troubleshooting if Possible
- Checking the customer profile with the tools and applications available to root out the issue
- Coordinating with Dierent Shareholder teams and following up to make sure Complaints are resolved within specified TAT
- Using Different Nokia Tools like HLR , HSS CRM to check customer parameters and deduce the issue at first level and second level
- Handled International roaming complaints.
Education
Automobiles -
Acharya Institute of Technology
Bengaluru01.2016
PUC - PCMB
SBMJC, Kgf
KGF01.2011
Skills
- Customer Service
- People Management
- G Suite
- MS Office
- Grievance Handling
- Complaint resolution
- Client Relations
Languages
English
Telugu
Kannada
Tamil
Hindi
Personal Information
Date of Birth: 09/26/93
Awards
- Employee of the Month @ Wazirx.
- Top Performer for 3 quarters straight at Bharti Airtel.
Disclaimer
I, Mahendra CH, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
Servicing & Risk Operations
WAZIRX
2021.11 - 2022.08
Consultant Freelance
Transak
2021.02 - 2021.11
Customer care Analyst
Gameskraft
2019.10 - 2020.08
Tech support
Bharti Airtel
2017.03 - 2019.09
Customer Support Specialist
Covers Off ( Freelance )
Automobiles -
Acharya Institute of Technology
PUC - PCMB
SBMJC, Kgf
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