Pratham V

Currently, working with Alorica from October– 2023 as a Customer Experience Specialist delivering exceptional support to potential and existing customers. Key responsibilities include:

• Fulfilled/Resolved customer requests related to online purchases, delayed deliveries, account access/login issues, password resets, updates to location details, and billing discrepancies by adhering to process guidelines within the agreed Average Call Handling Time (ACHT) to foster positive customer relationships.
• Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
• Additionally, provide product support to customers by performing basic troubleshooting for electronic items, ensuring swift resolution and a seamless customer experience.
• Consistently achieved positive quality feedback by adhering to established process metrics.
• Utilized the AC3 ticketing tool to log and document customer interactions, capturing essential contact information (name, phone number, email, and location). Documented case details based on issues faced and solutions provided to maintain comprehensive customer service records.
• Monitoring the ticket for customer's response and provided timely follow-ups to ensure service fulfillment/resolution through effective solutions and alternatives.
• Responsible for providing personalized support to customers, tailoring solutions according to their unique needs and preferences.
• Provided tailored support to customers across multiple channels—phone, chat, and email—delivering personalized solutions to meet their unique needs and preferences.
• Responded to high volume of inbound calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Collaborated closely with internal stakeholders to resolve complex customer concerns, optimizing both service delivery and brand perception.
• Escalated issues to the escalation management team following consultation with the team lead for cases involving profanity, high-demand customers, customer dissatisfaction, misinformation, or customer complaints.
• Actively participated in internal knowledge-sharing events and quizzes to stay updated on process improvements.
• Contributed in a 24/7 support environment, showcasing adaptability and commitment to continuous customer service excellence.