Pranav Prakash

• Delivered excellent customer service through various channels, answering customer inquiries and meeting defined service levels
• Developed deep understanding of Ethos products and processes, providing support and serving as a resource for internal stakeholders
• Built strong rapport with customers by communicating clearly and transparently
• Collaborated with cross-functional teams to triage and resolve customer issues
• Met individual and team goals and objectives, identifying and implementing process improvements

• Verify employment-related information through concerned point of contact via calls and Emails, while maintaining a strict focus on accuracy and data privacy.
• Single handedly worked on multiple clients at once by conducting background checks and updating the same to the client and as well as the on shore team (First advantage - US) on a daily basis via calls/emails/internal CRM tool.
• Efficiently managed and resolved a high volume of Jira tickets, ensuring timely and accurate responses to inquiries.
• Successfully managed TAT cases, ensuring prompt resolutions.
• Identified root causes of delays in TAT cases and implemented corrective actions to improve turnaround times and prevent recurrence.
• Mentored new hires within Customer Success team contributing towards overall improvement in team performance and cohesion.

• Serve as the primary point of contact for client requests, concerns and requests related to construction projects, products, and services.

• Provide accurate and comprehensive information about our construction offerings, including project timelines, materials, pricing, and available options.

• Assist clients in scheduling appointments, site visits, and consultations with our construction experts.

• Proactively reach out to clients to gather feedback, assess their satisfaction levels, and identify areas for improvement.