Pranali Raut
Customer Service Associate
Bangalore
Summary
Experienced Customer Service Executive with nearly 5 years in addressing customer requests and resolving issues. Skilled in handling social media escalations, complaints, fraud, and communications via email and voice. Energetic and adaptable with a strong background in sales and Customer Support
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Executive
PayPal India Pvt Limited
Bangalore
2022.08 - 2024.05
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer emails to answer questions about products and services.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Managed 60 tickets per day on an average.
- Coached and mentored junior team members, contributing to their professional growth and development.
Customer Service Associate
Flipkart (via Cogent)
Bangalore
2017.09 - 2019.02
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed timely and effective replacement of damaged or missing products.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Managed backend operations for high escalations in B2B and B2C processes.
- Managed approximately 80 outgoing calls and emails as per requirement per day to customers.
Customer Service Associate
Concentrix
Bangalore
2016.09 - 2017.02
- Provided sales and customer support in a semi-voice process.
- Responded to customer calls and emails to answer questions about products and services.
- Solved problems with products and services by providing customers with technical support.
- Managed 45 Calls and Email per day average.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Consultant
Sutherland Global Services
Bangalore
2015.09 - 2016.09
- Work together with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Handled sales inquiries and provided support in a voice process.
- Managed approximately 80 outgoing calls per day to customers.
Education
Bachelor of Engineering (B.E) -
Guru Nanak Institute of Engineering And Technology
Nagpur 2011.06 - 2015.08
Higher Secondary School Certificate (H.S.S.C.) -
SK Porwal College, Kamptee Maharashtra Board
Nagpur 2010.01 - 2011.01
10th Board -
KV School, Kamptee
Nagpur 2008.01 - 2009.01
Skills
Customer Relationship Management
Issue Escalation
Customer Service
Voice and Non-Voice Support
Complaint Handling
Complaint resolution
Social Media Escalation
Sales
Fraud Investigation
Personal Information
- Date of Birth: 06/01/1994
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
English
Hindi
Marathi
Awards
- Mini projects on Student Portal System and Removable Drive File Recovery System.
- Participation in workshops, competitions, and certifications including C programming, C++ programming, Core Java programming, Advanced Java programming, MS-CIT exam, and HHH programme.
Disclaimer
I do hereby declare that the above information is true to the best of my knowledge and belief.
Interests
Gardening
Drawing
Timeline
Customer Service Executive
PayPal India Pvt Limited
2022.08 - 2024.05
Customer Service Associate
Flipkart (via Cogent)
2017.09 - 2019.02
Customer Service Associate
Concentrix
2016.09 - 2017.02
Consultant
Sutherland Global Services
2015.09 - 2016.09
Bachelor of Engineering (B.E) -
Guru Nanak Institute of Engineering And Technology
2011.06 - 2015.08
Higher Secondary School Certificate (H.S.S.C.) -
SK Porwal College, Kamptee Maharashtra Board
2010.01 - 2011.01
10th Board -
KV School, Kamptee
2008.01 - 2009.01
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