Pallab Kamal
Greater Noida
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Customer-service-executive
Emirates Nuclear Energy Corporation
2022.09 - 2023.06
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Evaluated interactions between associates and customers to assess personnel performance.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Support Specialist
Caremen Consultants
2021.11 - 2022.09
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Connected to computer of client using remote link to install new programs and applications.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Customer Success Assistant
Caremen Consultants
2019.05 - 2021.10
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Master of Arts - Criminology And Forensic Science
National Institute of Criminology And Forensics
New Delhi05.2019
Bachelor of Arts - English Honors
Sharda University
Greater Noida06.2016
Skills
- Internal Department Communication
- Corporate Standards
- Public Speaking
- Presentation Skills
- Inbound Customer Calls
- Microsoft Word
Accomplishments
- Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Asaamese
Bilingual or Proficient (C2)
Timeline
Customer-service-executive
Emirates Nuclear Energy Corporation
2022.09 - 2023.06
Support Specialist
Caremen Consultants
2021.11 - 2022.09
Customer Success Assistant
Caremen Consultants
2019.05 - 2021.10
Master of Arts - Criminology And Forensic Science
National Institute of Criminology And Forensics
Bachelor of Arts - English Honors
Sharda University
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