Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mayur Sethi

Lead Customer Care Professional
Gurgaon

Summary

Experienced Customer Care Professional with 7+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

10
10
years of professional experience

Work History

Lead Customer Care Representative

American Express
08.2016 - Current
  • Served as a subject matter expert within the organization, advising colleagues on best practices for delivering exceptional customer care experiences.
  • Awarded top performer award for YTD (Year to date), RTF (Refer to Friend), and CFR (Customer First Resolution) consistently for 7 years.
  • Spearheaded feedback mechanisms project to gather valuable insights from customers, contributing to continuous improvement efforts and reduced call handling time without compromising on quality or accuracy of information provided.
  • Championed the use of CRM tools to manage customer interactions more effectively and efficiently.
  • Reduced response times with streamlined communication strategies, enhancing overall customer experience.
  • Recognized for outstanding leadership skills, contributing significantly to the department''s success in meeting and exceeding performance targets.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Warehouse Manager

Sethi Business Systems
12.2015 - 08.2016
  • Coordinated with vendors to verify timely delivery of materials and supplies, avoiding delays.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
  • Improved delivery plans with strong scheduling knowledge, organizational skills, and route development expertise.

Education

Bachelor of Arts -

Kirorimal College, University of Delhi
Delhi, India
04.2001 -

Skills

    Complaint handling

    Exceptional communication

    CRM software expertise

    First call resolution

    Time management

    Customer relations

    Issue escalation

    Adaptability and flexibility

    Active listening

    Teamwork and collaboration

    Microsoft office

Timeline

Lead Customer Care Representative

American Express
08.2016 - Current

Warehouse Manager

Sethi Business Systems
12.2015 - 08.2016

Bachelor of Arts -

Kirorimal College, University of Delhi
04.2001 -

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Mayur SethiLead Customer Care Professional