Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Languages
Timeline
Generic

Prashant Dubey

Pune

Summary

Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service. Delivered industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in the field operations and customer behaviors. Also a hardworking employee with customer service and time management abilities with a devote to give every customer a positive and memorable experience.

Overview

13
13
years of professional experience

Work History

Senior Customer Service Representative

Infinite Tech Solutions
Pune
01.2020 - Current
  • Analyzed customer data to identify opportunities for upselling services.
  • Resolved escalated customer complaints in a timely manner.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Followed up with customers after purchases to ensure satisfaction.
  • Created reports on customer satisfaction levels and key performance indicators.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Managed incoming calls from customers while providing exceptional service.
  • Provided product information and answered questions regarding features, pricing plans.
  • Responded promptly to inquiries from customers about products or services.
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Monitored customer feedback surveys to identify areas of improvement.
  • Provided technical support to customers via phone, email and chat.
  • Assisted in developing strategies to improve the overall customer experience.
  • Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
  • Managed processing, scheduling and execution of customer purchase orders.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Educated customers about products, pricing and policies to address and resolve issues.
  • Monitored customer accounts to track outstanding issues and implement new solutions.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers regarding needs and addressed concerns.
  • Met and exceeded performance goals to support long-term company growth and market dominance.
  • Supported sales team members to drive growth and development.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Business Owner

Barcode Resto And Bar
Pune
09.2012 - 11.2019
  • Developed business plan to secure financial backing from investors.
  • Established strong relationships with vendors to ensure quality products at competitive prices.
  • Oversaw daily operations of the business and provided guidance when needed.
  • Scheduled maintenance activities for equipment used by the business.
  • Implemented systems for tracking sales performance and analyzing data trends in order to maximize profitability.
  • Conducted regular meetings with employees to review progress towards company goals.
  • Analyzed competitor's pricing and product offerings in order to remain competitive within the market.
  • Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
  • Created a customer service policy to ensure customers were satisfied with products or services.
  • Resolved conflicts between employees or customers in a timely manner.
  • Negotiated contracts with vendors for supplies and services.
  • Monitored cash flow to ensure proper budgeting of resources.
  • Ensured compliance with all local laws and regulations related to the business operations.
  • Initiated cost-cutting measures when necessary without sacrificing quality of products or services.
  • Managed inventory levels to meet customer demand while minimizing costs.
  • Identified and recruited staff members, including managers and sales personnel.
  • Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
  • Kept records for production, inventory, income, and expenses.
  • Interviewed, trained and supervised employees.
  • Mentored and trained new hires on sales techniques and customer service procedures.
  • Analyzed financial statements and trends to manage cash flow and make business decisions.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Customer Care Representative

WNS
Pune
09.2011 - 06.2012
  • Built sustainable relationships of trust through open communication with customers.
  • Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • Answered customer inquiries over the phone and via email.
  • Processed orders accurately and efficiently according to established procedures.
  • Gathered customer feedback to suggest improvements for products and services.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Provided accurate, valid, and complete information to customers.
  • Maintained up-to-date knowledge of company products, services, and promotions.
  • Resolved customer complaints promptly and professionally.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Delivered customer support to high call load each shift.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
  • Provided feedback on customer service efficiency to deliver better support options.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.

Education

Bachelor Of Commerce - Accounting And Finance

Mahatma Phule Mahavidyalay
Pimpri
06-2017

Higher Secondary Certificate - Commerce

St Joseph Convent School
Sagar
06-2011

Secondary School Certificate - All Subjects

CRPF Public School
Secundrabad
06-2009

Skills

  • Order Fulfillment
  • Account Management
  • Escalation management
  • Database Research
  • Conflict Management
  • Call Control
  • Service Recommendations
  • Team monitoring

Accomplishments

  • Resolved product issue through consumer testing.
  • Served customer in a positive way and received 3 Customer Service Award in past years.
  • Achieved high customer satisfaction ratings.
  • Responded to over 50 plus calls daily and solved 90% of their concerns.

Hobbies

  • Travelling
  • Photography
  • Volunteering
  • Donating Blood

Languages

Hindi
First Language
English
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2

Timeline

Senior Customer Service Representative

Infinite Tech Solutions
01.2020 - Current

Business Owner

Barcode Resto And Bar
09.2012 - 11.2019

Customer Care Representative

WNS
09.2011 - 06.2012

Bachelor Of Commerce - Accounting And Finance

Mahatma Phule Mahavidyalay

Higher Secondary Certificate - Commerce

St Joseph Convent School

Secondary School Certificate - All Subjects

CRPF Public School

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Prashant Dubey