Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
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Pallavi Modi

Kolhapur

Summary

Results-oriented professional with extensive experience at Eterno Infotech, utilizing SQL expertise and strong interpersonal skills to boost customer satisfaction. Improved first call resolution rates and decreased average handle time through innovative solutions and communication training, enhancing brand loyalty and operational efficiency.

Overview

8
8
years of professional experience

Work History

Senior Associate

Eterno Infotech Private Limited
Bangalore
10.2019 - Current
  • Analyze and report product/user account malfunctions and Update our internal databases with information about technical issues and useful discussions with customers.
  • Maintaining records of transactions and interactions.
  • Escalate unresolved queries to respective departments for accurate redressal.
  • Share feature requests and effective workarounds with team members.
  • Address root causes and seek continuous improvements – constantly look for ways to improve work processes.
  • Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
  • Reduced average handle time through effective communication training and improved knowledge of products/services offered.
  • Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives' use.
  • Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • To become multi skilled in all Operational areas, supporting when required.

Customer Service Executive

Amazon Development Centre Pvt Ltd
Pune
05.2017 - 04.2018
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.

Education

B.E - Electronics&CommunicationEngg

Jain College of Engineering
Belgavi
01.2016

Skills

  • SQL fundamentals
  • Manual testing
  • Power BI expertise
  • Microsoft Office proficiency

Disclaimer

I hereby declare that the details provided above are true to the best of my knowledge.

Timeline

Senior Associate

Eterno Infotech Private Limited
10.2019 - Current

Customer Service Executive

Amazon Development Centre Pvt Ltd
05.2017 - 04.2018

B.E - Electronics&CommunicationEngg

Jain College of Engineering

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Pallavi Modi