PRATIK KISHOR BAWANE

Customer Support Associate – Voice, Chat & Email Process

• Handled high-volume voice, chat, and email interactions, providing accurate information and resolving customer concerns efficiently.
• Delivered floor support to team members by guiding them on queries, process updates, and handling escalations.
• Managed and resolved escalated customer cases, ensuring timely closure and maintaining service quality standards.
• Processed customer orders and collaborated with internal teams to resolve issues smoothly.
• Maintained detailed records of customer interactions and transactions for accountability and service improvement.
• Monitored customer service performance metrics to identify improvement areas and enhance processes.
• Recognized for outstanding performance with “Reward & Recognition” awards for June and July.

Quality Analyst – US Roadie Process

• Conducted quality audits on customer interactions to ensure compliance with process standards.
• Provided constructive feedback and coaching to agents to improve performance and customer handling skills.
• Led Process Communication Meetings (PCMs) to share updates, quality insights, and best practices.
• Acted as an internal quality auditor, managing reports and delivering daily feedback to maintain quality benchmarks.
• Prepared and presented performance reports and dashboards to highlight trends and drive continuous improvement initiatives.

• Provided chat and voice support across inbound and outbound channels, enhancing customer engagement.
• Maintained high satisfaction levels by efficiently addressing customer queries.
• Promoted customer satisfaction through knowledgeable, friendly service.
• Partnered with L2 team to resolve complaints and streamline email response process for improved resolution times.
• Relayed customer feedback to management, facilitating effective corrective actions and service improvements.
• Handled refunds and cancellations of bookings with precision.