Open To Work
PRAKASH SINHA
Bengaluru
Work Preference
Summary
Resourceful Senior Customer Care Representative known for high productivity and efficient task completion. Skilled in conflict resolution, empathetic communication, and customer relationship management. Excel in using active listening, patience, and adaptability to ensure customer satisfaction and loyalty.
Overview
7
7
years of professional experience
4023
4023
years of post-secondary education
Work History
Senior Customer Care Representative
PayPal Inc.
Bengaluru
11.2018 - Current
- (Email and Chat support)
- SSP process - Worked for NA, Australia and Newzealand market (Security Settings & Payments)
- Upskilled to Dispute and Claims handling
- Currently working for UK and Ireland disputes, claims & chargeback
- Under disputes we are resolving buyer’s and seller’s issue regarding purchase and sale of items, order, services, recurring payments and billing agreement.
- Validating Law or Govt.documents, UK Affidavit, AFR reports, etc.
- Provided feedback to improve service quality and efficiency.
- Assisted in training new representatives on best practices.
- I am a Quick Learner, having Effective presentation skill good communication skills.
- Resolved customer inquiries through various communication channels.
- Collaborated with teams to enhance customer support processes.
- Documented customer interactions in the support system accurately.
- Able to work under pressure of multiple tasking with deadlines.
- Able to travel in different areas and adopt easily.
Transaction Processing Officer (OFAC Process)
Mphasis Ltd.
Bengaluru
01.2021 - 10.2022
- Processed customer transactions efficiently using internal software systems.
- Validating of possible frauds
- Maintained accurate records of client data and documentation.
- Assisted in training new team members on standard operating procedures.
- Monitored compliance with company policies and regulatory requirements.
Executive
[24]7.ai
Bengaluru
01.2020 - 01.2022
- Led cross-functional teams to enhance customer experience and service delivery.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
MBA - Marketing
Sambhram Institute Of Technology
BBA -
Swaroopanand Institute of Technology
Skills
- Email support
- Chat support
- Dispute resolution
- Claim handling
- Customer documentation
- Team collaboration
- Service quality improvement
- Training facilitation
- Problem solving
- Time management
- Reporting and documentation
- Live chat support
- Coaching and mentoring
- Client retention strategies
- Complaint handling
- Empathy and patience
- First call resolution
Accomplishments
- Top performer award for First Contact Resolution - 2024Top performer award for meeting above team matrix - 2023
Taken a lead to improve teams score as set by the company
Sidebar ge new joinee to help them understand the process and provided guidance to meet customer satisfaction
Linguistic Abilities
- English
- Hindi
Preferences - Location
As per company requirements
Hobbies and Interests
- Bike riding
- Playing games
Disclaimer
I declare that the above given information are correct up to best of my knowledge.
Educational Record
- MBA, Visveshwaraiya Technological University, Sambhram Institute Of Technology, 2012, 65.4
- BBA, Pt.Ravishankar Shula University, Swaroopanand Institute of Technology, 2010, 59
- Xth, 2005, DAV Public School, C.B.S.E, 45
- XIIth, 2007, DAV Public School, C.B.S.E, 65
Personal Information
- Father's Name: DHANANJAY SINHA
- Date of Birth: 04/06/89
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Transaction Processing Officer (OFAC Process)
Mphasis Ltd.
01.2021 - 10.2022
Executive
[24]7.ai
01.2020 - 01.2022
Senior Customer Care Representative
PayPal Inc.
11.2018 - Current
MBA - Marketing
Sambhram Institute Of Technology
BBA -
Swaroopanand Institute of Technology