Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Manuel Benjamin

Bengaluru

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

6
6
years of professional experience

Work History

Customer Service Representative

BC FORWARD For ACCENTURE
01.2024 - Current
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Addressed customer account discrepancies and concerns.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Utilized industry equipment to analyze, identify, and resolve technical problems.

Customer Advisor

24/7.ai
04.2019 - 03.2023
  • Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
  • Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
  • Participated in interactive training programs to expand knowledge of company products and policies.
  • Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings.
  • Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

No Degree - Arts

Priya English High School
Bangalore
06-2019

Skills

  • Scheduling

  • Complaint resolution

  • Account updating

  • Product sales

  • De-escalation techniques

  • Problem-solving

  • Creative problem solving

  • Technical troubleshooting

  • Call escalation

  • Live chat support

  • Building rapport

  • Sales closing

  • Inbound and outbound calling

  • Product knowledge

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Languages

English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi

Timeline

Customer Service Representative

BC FORWARD For ACCENTURE
01.2024 - Current

Customer Advisor

24/7.ai
04.2019 - 03.2023

No Degree - Arts

Priya English High School

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Manuel Benjamin