Successful Customer Experience Specialist with 8 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Hi, I’m
Praveen Kumar Naidu.
Customer Service Specialist
Bangalore, Hebbal
Summary
Overview
8
8Years of professional experience
3
years of post-secondary education
Work History
Photon Interactive Pvt LtdBangalore
Senior Customer Service Executive
05.2022 - 07.2024
Job overview
- Worked closely with the Implementation team to support customer integration as needed
- Handling all case escalations from Customer Support Analysts, working at a more technical level.
- Resolving customer inquiries via EMAIL, Calls and Chats
- Described product details, service and lead times as per standard.
- Following with vehicle operators and vendors
- Tracking on en-routed vehicles to deliver shipments on time
- Sharing reports with customer will as management, MIS REPORT, SERVICE REPORT, BOOKING REPORT, SHIPMENTS REPORT, DISPATCH REPORT and PENDING SHIPMENTS REPORT
- Handled MLA accounts ( Market leading accounts) Dollar General and Veyer etc.
- Implemented continual improvement strategies, effectively maintaining first-class customer service and faultless brand reputation.
- Kept clear, detailed records of customer interactions, enabling accurate complaints investigation.
- Motivated and mentored high-performing service teams to consistently provide excellent customer care.
- Maximised customer retention using exceptional communication, persuasion and relationship-building skills.
- Handled lifecycle customer complaints professionally, from the initial raising of issues through to positive.
- Kept up-to-date on company best practices, procedures and regulations to best meet customer needs.
Avery Dennison Pvt LtdBangalore
Customer Service Executive
09.2018 - 12.2020
Job overview
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
- Resolving customer inquiries via EMAIL, Calls and Chats
- Described product details, service and lead times as per standard
- Maintained accurate and current customer data with manual forms processing and digital information updates
- Following with vehicle operators and vendors
- Tracking on en-routed vehicles to deliver shipments on time
- Sharing reports with customer will as management, MIS REPORT, SERVICE REPORT, BOOKING REPORT, SHIPMENTS REPORT, DISPATCH REPORT and PENDING SHIPMENTS REPORT
- Handled MLA accounts ( Market leading accounts) H&M, Affes, Cotton world, and Aravind Garments etc.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Contacted customers to provide updates on orders and purchases, updating CRM system with notes on conversation.
Redbus Pvt LtdBangalore
Customer Service Executive
04.2017 - 08.2018
Job overview
- Customer inquiries via Calls, EMAIL and Chats
- Calculation of refunds as per policy
- Maintaining MIS report of closure cases
- Following with de-satisfied customers to retain the business
- Co-ordinating with payment gateways companies to process refund to mode of transactions
- Co-ordinating with partners like BUS HIRE TEAM, BUS OPERATORS, SPOKE TEAM and SIT TEAMS
- Closing monitoring payment partners like FREECHARGE, UPI, HDFC TRANS and PAYTM.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
- Added value to customer purchases by upselling additional products and services.
- Maintained in-depth knowledge of competitor products, identifying price changes, market developments and emerging threats.
- Answered customer queries on new products, services and sales offers to increase sales.
- Kept strong knowledge of product range details to efficiently answer customer questions.
Gati kwe Pvt LtdBangalorw
Associate
10.2013 - 02.2016
Job overview
- Resolving customer inquiries via EMAIL and Chats
- Described product details, service and lead times as per standard
- Maintained complete data of customer placed orders and preparing proforma invoices and booking orders as per customer requirements
- Following with vehicle operators and vendors
- Working on both B2C as well B2B
- Following for payments with customers
- Tracking on en-routed vehicles to deliver shipments on time
- Maintained financial accounts by processing customer adjustments
- Sharing reports with customer will as management, MIS REPORT, SERVICE REPORT, BOOKING REPORT, SHIPMENTS REPORT, DISPATCH REPORT and PENDING SHIPMENTS REPORT
- Handled MLA accounts (Market leading accounts) 3M, PAGE INDUSTIRES, FLIPKART, AMAZON, SAMSUNG, ABB, KENNAMETAL, MADHURA GARMENTS etc.
Education
Bangalore UniversityBangalore
Bachelor of Business Management from Human Resource And Finance
2008.06 - 2011.05 (2 years & 11 months)
University Overview
Bangalore University
University Overview
Skills
Recordkeeping strengths
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Telugu
Advanced (C1)
Tamil
Upper intermediate (B2)
Software
Salesforce
Jira
CRM Tools
Timeline
Senior Customer Service Executive
Photon Interactive Pvt Ltd
05.2022 - 07.2024
Customer Service Executive
Avery Dennison Pvt Ltd
09.2018 - 12.2020
Customer Service Executive
Redbus Pvt Ltd
04.2017 - 08.2018
Associate
Gati kwe Pvt Ltd
10.2013 - 02.2016
Bangalore University
Bachelor of Business Management from Human Resource And Finance
2008.06 - 2011.05 (2 years & 11 months)
Bangalore University
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