Mario Pereira
Mumbai
Summary
Dynamic Client Service Representative with a proven track record at Accurate Background, excelling in account management and customer satisfaction strategies. Adept at multitasking and problem-solving, I consistently enhance client experiences and drive operational improvements, leveraging technical support expertise to resolve issues efficiently. Committed to delivering exceptional service and fostering strong relationships.
Overview
8
8
years of professional experience
Work History
Client Service Representative
Accurate Background
Mumbai
06.2024 - 10.2025
- Processed client requests using proprietary software, ensuring efficient service delivery.
- Responded to high-volume phone calls, addressing client needs with professionalism.
- Coordinated with internal teams to resolve client issues and enhance satisfaction.
- Maintained accurate client records, updating information in the database as required.
- Educated clients on available services, guiding them through procedures effectively.
- Trained new staff on client service protocols and company procedures for consistency.
- Identified opportunities for process improvements within customer service operations.
- Reviewed and resolved client concerns, researching details and communicating solutions clearly.
Support Specialist (Contract Employee)
Revolut
12.2023 - 03.2024
- Conducting identity and verification (ID&V) reviews
- Managing data extraction for re-processing of customer data
- Analyzing triggered alerts related to a customer's identity
- Preventing fraud onboarding
- Providing Online Technical Support for website and Internet Banking
- Responding to users based on their query /Manage retention & cross-selling
- Managing collection, settlement and payment option for customer
- Researched and resolved collections disputes to maintain customer relationships.
Seller Support Associate
Amazon
02.2022 - 12.2023
- Sought solutions through logical reasoning and data interpretation skills and identified trends to appropriate channel.
- Initiated follow-up phone calls to sellers regarding resolved issues to improve overall platform experience.
- Achieved and maintained predefined performance metrics goals such as seller satisfaction, quality, productivity, first contact resolution and attendance.
- As a seller support associate I need to demonstrate end to end ownership of every seller interaction coupled with proactive problem solving and provide exceptional support to sellers.
- The need to be effective, clear and professional written and oral communication.
- Provide prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues.
- Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Contribute to a positive team environment and proactively aids team members with difficult contacts as needed.
- Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
- Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
Customer Relations Advisor
Tech Mahindra
09.2021 - 02.2022
- Placed orders and answered customer questions, through email and over phone to maximize customer service.
- Fostered relationships with customers to expand customer base and retain business.
- Identified customer needs to deliver relevant product solutions and promotions and meet targets.
Account Associate
JP Morgan Chase
02.2019 - 03.2021
- Processed customer payments.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Assisted customers in making payments on accounts.
- Uphold strict quality control policies and procedures during customer interactions.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Reviewed account and service histories to identify trends and issues.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
Terminal Executive
Jet Airways
12.2017 - 01.2019
- Managing domestic & international check-in counter sales, passport and visa checks.
- Presenting company's products and services to potential customers & closing sales.
- Co-ordination with other departments for connecting flight passengers.
- Managing flight safety protocols and ensuring no delays in flight take off.
- Contact & manage leads, bookings, pre-reservations, re-routing of tickets & services.
- Manage aircraft arrival in the stipulated time frame, ensuring timely arrival & take off.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Greeted passengers and provided boarding instructions.
- Collected baggage charges and accepted baggage for check-in.
- Managed gate, ramp and cabin services for each flight.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Processed reservations and issued travel and hotel vouchers.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Bachelor's Degree - Management Studies
St. Andrews College, Mumbai University
Mumbai01.2017
Bachelor of Commerce -
Viva College of Arts, Mumbai University
Mumbai01.2013
GED -
St. Francis De Sales School
Mumbai01.2011
Skills
- Team management and operations
- Multitasking and prioritization
- Account and relationship management
- Needs assessment and quality assurance
- Effective communication skills
- Customer satisfaction strategies
- Business development and sales
- Billing and collections management
- Microsoft Office proficiency
- Active listening and problem solving
- Conflict resolution techniques
- Technical support expertise
- Upselling and closing sales strategies
- Reservations and purchasing management
Accomplishments
- Got awarded as the Rookie of the Quarter for top performance.
- Got awarded as the Best Trainee of the Batch.
- Got awarded The Moment of Magic - Client Appreciation.
- Got awarded as the Top Quality Performer.
Languages
- English
- Hindi
Timeline
Client Service Representative
Accurate Background
06.2024 - 10.2025
Support Specialist (Contract Employee)
Revolut
12.2023 - 03.2024
Seller Support Associate
Amazon
02.2022 - 12.2023
Customer Relations Advisor
Tech Mahindra
09.2021 - 02.2022
Account Associate
JP Morgan Chase
02.2019 - 03.2021
Terminal Executive
Jet Airways
12.2017 - 01.2019
Bachelor's Degree - Management Studies
St. Andrews College, Mumbai University
Bachelor of Commerce -
Viva College of Arts, Mumbai University
GED -
St. Francis De Sales School
Similar Profiles
Heidi SeatonHeidi Seaton
Sr. Director of Compliance at Accurate BackgroundSr. Director of Compliance at Accurate Background
Lia AntonucciLia Antonucci
Sales Executive at Accurate BackgroundSales Executive at Accurate Background
Mamata RukeMamata Ruke
Senior Verification Specialist at ACCURATE BACKGROUND BUSINESS PROCESSING INDIA PRIVATE LIMITED.Senior Verification Specialist at ACCURATE BACKGROUND BUSINESS PROCESSING INDIA PRIVATE LIMITED.
Anand UnnikrishnanAnand Unnikrishnan
Manager, Product Management at Accurate BackgroundManager, Product Management at Accurate Background
FARHAZ KHANFARHAZ KHAN
Business Development Manager at Pure Grown DiamondsBusiness Development Manager at Pure Grown Diamonds