Poonam Vivek Kholamkar
Kalyan,MH
Summary
Knowledgeable customer service professional. Successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores.
Solution-focused Customer support representative dedicated to maintaining satisfaction. Versed in customer satisfaction processes and ways to resolve different issues.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Customer-oriented Academic Coordinator and hold experience in supporting students' professional development and academic growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Student Success Associate - Learning Experience
UpGrad
08.2023 - Current
- Streamlined academic processes by implementing efficient organizational strategies and communication systems.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Collaborated with other department heads to ensure seamless integration of cross-disciplinary courses within the overall curriculum framework.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Ensure academic batches are running smoothly end to end post the program enrollment of the learner.
- Organized and detail-oriented with a strong work ethic.
- More focusing on generating revenue by pitching referral to existing learners.
- Floating feedback forms in a timely manner to improve the existing process.
- Updating learners progress in a timely manner.
- Mentored junior staff members through regular supervision sessions, fostering professional growth and skill development.
- Handling multiple batches {strength of100-200 learners) along with different university programs.
Customer Service Representative
Europ Assistance
09.2021 - 08.2023
- Addressed customer service enquires quickly and accurately over emails and calls. Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Input customer information, call notes and personal data onto internal database.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Customer Service Representative
Gebbs Healthcare Solutions.
06.2019 - 10.2020
- Worked as an Account Receivable by collecting the payment from insurance company based in U.S by calling on behalf of doctor for all the treatment took by the patient.
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Built rapport with customers through courteous and professional communications.
Customer Service Representative
Ventura India Pvt Ltd
07.2015 - 07.2016
- Role was to assist the customers based in U.K with their parcels tracking.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests by connecting with them over webchat, Calling and Emails.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
Education
Bachelor in Computer Engineering - Computers
Shatabdi Institute of Engineering
2021
Diploma in Computer Engineering - Computer
Balasaheb Mhatre Polytechnic
2014
SSC -
Wonderland High School
2010
Skills
- Problem-solving and ability to work under pressure
- Live chat support/email support
- Time management skills and multitasking abilities
- Energetic work ethic
- Leadership qualities/Team building
- Self motivated and firm decision maker
- Customer Retention Strategies
- Well versed with MS- office
Languages
English
Upper intermediate
B2
Marathi
Upper intermediate
B2
Hindi
Upper intermediate
B2
Certification
- AI and Automation in MS Excel.
- Effective Speaking ; Master Public Speaking and Presentation Skills.
software
* Clever tap for sending communication to learners.
* Zeus.
* Fresh Desk for handling tickets.
Timeline
Student Success Associate - Learning Experience
UpGrad
08.2023 - Current
Customer Service Representative
Europ Assistance
09.2021 - 08.2023
Customer Service Representative
Gebbs Healthcare Solutions.
06.2019 - 10.2020
Customer Service Representative
Ventura India Pvt Ltd
07.2015 - 07.2016
Bachelor in Computer Engineering - Computers
Shatabdi Institute of Engineering
Diploma in Computer Engineering - Computer
Balasaheb Mhatre Polytechnic
SSC -
Wonderland High School
- AI and Automation in MS Excel.
- Effective Speaking ; Master Public Speaking and Presentation Skills.
Similar Profiles
Shyamala SashikumarShyamala Sashikumar
Small Group Coach at UpgradSmall Group Coach at Upgrad
Ankit Singh ChouhanAnkit Singh Chouhan
Associate Director of Finance at UpGradAssociate Director of Finance at UpGrad
Safina ShaikhSafina Shaikh
Learning and Development Manager at UpGradLearning and Development Manager at UpGrad