Freshdesk
Prakash Pillai
Sr Customer Service Representative
Bangalore
Summary
Skilled multitasker with superior work ethic and good teamwork, problem-solving and organizational skills. Willing to take on any task to help team. Reliable and dedicated team player with hardworking and resourceful approach.. Possess good communication and people skills to connect with all levels of staff and management. Hands on experience in tools like Citrix, Freshdesk, Hawkeye scheduler, exotel, Ameyo, Freshdesk and salesforce Well versed with Report Preparation & presentation. Negotiating with customers to renew contracts and retain business. Experience in US & UK Market.
Overview
7
7
years of professional experience
5
5
Languages
Work History
Intern ( Contract )
Gameskraft Technologies
Bangalore
10.2022 - Current
- Analyzed problems and worked with teams to develop solutions.
- Interacted with customers by phone, email.
- Sorted and organized files, spreadsheets, and reports.
- Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
- Boosted customer loyalty by offering consistent gaming standards
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
- Observed players for signs of cheating, notifying security staff of discovered evidence.
- Developed new strategies for customer retention activities.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and backed up other customer service managers.
- Promoted available products and services to customers during service, account management, and order calls.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with users.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Specialist
Scalene Works
Bangalore
09.2021 - 10.2021
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Completed human resource operational requirements by scheduling and assigning employees.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Briefed job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
- Oversaw and managed hiring process and assisted human resources.
Sr. Client Coordinator
OPTUM – United Health Care
Bangalore
02.2020 - 10.2020
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Followed up with patients to reschedule missed appointments.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Monitored patient wait times, providing updates to achieve optimal patient satisfaction.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Customer Service Representative
UDAAN
Bangalore
05.2019 - 02.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls/chats promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
Sub Matter Expert ( Sr Sales Executive )
First Source
Mumbai
10.2016 - 02.2019
- Managed customer accounts to secure customer satisfaction and repeat business.
- Collaborated with cross-functional teams to identify and address customer needs.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Recommended complementary purchases to customers, increasing revenue.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Delivered energetic responses to customers by telephone, going above and beyond to serve needs.
- Worked to meet or exceed special targets
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Built strong client rapport to establish diversified network of connections.
- Improved user productivity and efficiency through system training and support.
- Collaborated with management to identify and prioritize new development concepts.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Greeted customers and helped with product questions, selections, and purchases.
- Utilized upselling techniques to promote additional products and increase sales.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Negotiated contracts with clients and developed relationships with key personnel.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Customer Service Representative
Ola Cabs
03.2014 - 09.2015
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Cab booking schedule.
- Updated customer service database with new information, address changes and contact details.
- Immediately brought critical issues to customer service manager for resolution.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
XIIth -
Reena Mehta College
Xth - undefined
Suvishesha Gnana Peeta High School
Skills
Communication
Customer service
Sales
Teamwork
Negotiation
Problem solving
Positive attitude
Active Listening Skills
Building Customer Loyalty
Time Management
Cross Selling / Up-Selling
Freshdesk
Additional Information
- PERSONAL DETAILS DOB: , 28-09-1994 Gender: Male Location: Bangalore
Software
Citrix
Ameyo
Exotel
Salesforce
Hawkeye Scheduler
Keka
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Intern ( Contract )
Gameskraft Technologies
10.2022 - Current
Specialist
Scalene Works
09.2021 - 10.2021
Sr. Client Coordinator
OPTUM – United Health Care
02.2020 - 10.2020
Customer Service Representative
UDAAN
05.2019 - 02.2020
Sub Matter Expert ( Sr Sales Executive )
First Source
10.2016 - 02.2019
Customer Service Representative
Ola Cabs
03.2014 - 09.2015
XIIth -
Reena Mehta College
Xth - undefined
Suvishesha Gnana Peeta High School