Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Pradeep

Summary

Dedicated and results-driven professional with over 9 years of combined experience in technical sales, customer support, and team leadership roles. Proven track record of delivering exceptional service and driving customer satisfaction. Skilled in managing teams, resolving complex issues, and fostering positive client relationships. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

10
10
years of professional experience

Work History

Team Lead, Customer Support

Sarvaha Web Solutions Pvt Ltd
05.2017 - Current
  • Led a team of customer support representatives, providing guidance, training, and motivation to ensure high-quality service delivery
  • Managed client escalations and resolved complex issues efficiently to maintain customer satisfaction
  • Solved all major customer problems related to their devices remotely, including laptops, desktops, routers, and internet issues
  • Implemented process improvements to streamline support operations and enhance team productivity.
  • Setting out quality standards for various operational areas and ensuring adherence to quality standards.
  • Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the work processes and thus managing cost-effective operations.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.

Customer Support Representative

VMAK Research and Services Pvt Ltd
06.2015 - 04.2017
  • Handled daily activities and supervised a team of Customer Service Representatives providing technical support to company's customers
  • Resolved all major customer problems/queries that subordinates were not able to solve
  • Trained and supervised customer service professionals to ensure optimum client satisfaction
  • Managed a team of Client Services Associates focusing on meeting Customer Service efficiency and quality standards
  • Led campaigns to hire customer service representatives for the process.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.

Technical Sales Agent

Innovazion Research Pvt Ltd
04.2014 - 05.2015
  • Conducted technical sales presentations and demonstrations to prospective clients, highlighting product features and benefits
  • Developed customized solutions to address client requirements and maximize sales opportunities
  • Achieved sales targets consistently through proactive prospecting and effective sales strategies.
  • Resolved caller issues quickly and thoroughly.
  • Informed clients of policies and procedures.
  • Established strong customer relationships, building recommendations and loyalty.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Expanded customer base through effective networking, cold calling, and relationship-building strategies.
  • Worked with PPC calls such as Router, WiFi, Ethernet, TV Box, Emails, Computer POP up issues etc.
  • Resolved complex technical issues for clients through remote troubleshooting, reducing downtime and increasing productivity.
  • Served as a reliable point of contact for users experiencing technical difficulties, consistently demonstrating professionalism and patience while working towards resolution.
  • Supported users during technology migration projects, ensuring a smooth transition with minimal disruption to their daily workflows.
  • Monitored system performance using various tools, identifying trends or anomalies indicative of potential problems ahead of time.
  • Optimized network performance by conducting routine maintenance checks and addressing potential issues proactively.

Education

Bachelor of Arts (BA) -

Delhi University

Skills

  • CRM: Customer Relationship Management
  • Leadership: Team Leadership and Management
  • Sales: Technical Sales
  • Problem-solving: Problem-solving and Troubleshooting
  • Communication: Communication and Interpersonal Skills
  • Customer Focus
  • Performance Improvement
  • Complaint resolution
  • Influencing skills

Additional Information

Cricket, Badminton, and Table Tennis

Languages

Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Team Lead, Customer Support

Sarvaha Web Solutions Pvt Ltd
05.2017 - Current

Customer Support Representative

VMAK Research and Services Pvt Ltd
06.2015 - 04.2017

Technical Sales Agent

Innovazion Research Pvt Ltd
04.2014 - 05.2015

Bachelor of Arts (BA) -

Delhi University

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