Summary
Overview
Work History
Education
Skills
Languages
Gardening,Travling
Timeline
Generic
Prakash Sawan

Prakash Sawan

Thane

Summary

Dynamic Sales and Service Executive with a proven track record at R pac India Pvt Ltd, excelling in client support and problem-solving. Adept at team supervision and mentoring, I foster strong customer relationships and drive service excellence, achieving significant improvements in team productivity and customer satisfaction.

Overview

18
18
years of professional experience

Work History

Sales and Service Executive

R pac India Pvt Ltd
Navi Mumabi
02.2024 - Current
  • Tracked customer complaints and followed up to ensure resolution was achieved.
  • Performed follow-up calls to customers regarding their inquiries or orders.
  • Communicated effectively with team members to ensure timely response times for customers.
  • Responded promptly to emails sent by customers seeking assistance.
  • Developed strong relationships with customers by providing knowledgeable advice on products and services.

Team Leader, Virtual Service Manager

DBS Mintek Pvt Ltd
04.2023 - 11.2023
  • Handling 22 people VSM desk for Vi corporate clients including VIP accounts.
  • Evaluated performance of products and inbound campaigns through review of inbound data, identifying trends and applying lessons learned to future query initiatives.
  • Discuss with customers service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and develop effective and practical solutions. (whenever needed)
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored service staff performance and provided feedback for improvement.
  • Resolved customer complaints in professional and timely manner.
  • Maintained records of service transactions and customer feedback for future reference.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Held weekly team meetings to inform team members on company news and updates.

Team Leader, Virtual Service Manager

Hexaware Technologies Pvt Ltd
12.2019 - 04.2023
  • Handling 22 people VSM desk for Vi corporate clients including VIP accounts.
  • Evaluated performance of products and inbound campaigns through review of inbound data, identifying trends and applying lessons learned to future query initiatives.
  • Discuss with customers service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and develop effective and practical solutions. (whenever.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored service staff performance and provided feedback for improvement.
  • Resolved customer complaints in professional and timely manner.
  • Maintained records of service transactions and customer feedback for future reference.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring callouts.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Held weekly team meetings to inform team members on company news and updates.

Filed Service Manager -Vodafone Idea Ltd

Data Link Consultancy
04.2018 - 12.2019
  • Handling VI corporate postpaid accounts for service.
  • Monitoring and collecting old pending bad debts dues.
  • Maintained records of service transactions and customer feedback for future reference.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Analyzed service reports to identify areas of improvement.
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and offer available solutions.
  • Upselling VI product to existing accounts.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Customer Service Associate

TATA Business Support Service
02.2017 - 01.2018
  • Handling Tata Cliq E commerce customer complaint.
  • Responded to customer calls and emails to answer questions about products and services.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained staff on operating procedures and company services.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.

Document Controller

AL Reyami Group Of Companies
06.2014 - 09.2016
  • Proofread filenames, titles and submittal details to streamline submittal and avoid rejection.
  • Provided support for document controls and worked with contract documents.
  • Monitored due dates and deadlines and worked to submit all documents on time or early.
  • Scanned, filed and transmitted various documents and adhered to digital filing procedures.
  • Coordinated document exchange between departments, contractors, suppliers, and customers.
  • Completed transmittal logs and stored in files for specified durations.
  • Managed technical documentation flow of engineering, project management, and construction activities.

Customer Service Executive (Vodafone Retail Store)

Head Hunter Consultancy.
08.2010 - 04.2014
  • Resolved customer postpaid and prepaid errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • 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.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Answered constant flow of customer calls with minimal wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Upselling products like Sim cards/Data card/Vodafone gaudies.
  • Retaining customer from disconnection request or number potability.

Contact Center Executive.

Adventity BPO Pvt Ltd
08.2007 - 04.2010
  • Handling ICICI bank credit card Customer and collecting pending dues.
  • Generating lead for picking up collection amount from customer office or home address.
  • Communicated company strategies, initiatives and system enhancements to contact center agents.
  • Partnered with other stakeholders across organization and executed new policies and procedures in contact center.
  • Directed, guided, coached and mentored team of 15 agents and achieved individual and corporate goals.
  • Trained new hires and guided transitions into new contact center roles.

Education

Bachelor of Arts - English

Utkarsh College of Arts, Commerce & Science
Vashind
07.2023

High School Diploma -

RJ Thakur College
Thane
02.2005

SSC -

Saint Ulai High School
Thane
03.2003

Skills

  • Documentation and reporting
  • Team supervision
  • Technical support
  • Mentoring
  • Coaching
  • Overtime management
  • Client support
  • Problem solving

Languages

  • English
  • Hindi
  • Marathi
  • Nepali

Gardening,Travling

Gardening is a wonderful hobby that can be enjoyed by people of all ages. It is a great way to spend time outdoors, get some exercise, and enjoy the beauty of nature. Gardening is also a great way to grow your own food, which can be both healthy and cost-effective so far i planted Mango,Papaya,lemon tree etc...

Traveling is a good way to learn about the world. Also, it teaches us many interesting things about the cultures of different nationalities.

Timeline

Sales and Service Executive

R pac India Pvt Ltd
02.2024 - Current

Team Leader, Virtual Service Manager

DBS Mintek Pvt Ltd
04.2023 - 11.2023

Team Leader, Virtual Service Manager

Hexaware Technologies Pvt Ltd
12.2019 - 04.2023

Filed Service Manager -Vodafone Idea Ltd

Data Link Consultancy
04.2018 - 12.2019

Customer Service Associate

TATA Business Support Service
02.2017 - 01.2018

Document Controller

AL Reyami Group Of Companies
06.2014 - 09.2016

Customer Service Executive (Vodafone Retail Store)

Head Hunter Consultancy.
08.2010 - 04.2014

Contact Center Executive.

Adventity BPO Pvt Ltd
08.2007 - 04.2010

Bachelor of Arts - English

Utkarsh College of Arts, Commerce & Science

High School Diploma -

RJ Thakur College

SSC -

Saint Ulai High School

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Prakash Sawan