Rahul Mishra
Mumbai
Summary
Adept at coaching and people management, I spearheaded initiatives at JP Morgan Chase Bank NA, enhancing decision-making and team satisfaction. My expertise in client communication and task delegation led to significant improvements in customer service and operational efficiency, showcasing my ability to drive growth and foster a positive work environment.
Overview
18
18
years of professional experience
Work History
Interim Team Leader
JP MORGAN CHASE BANK NA
Mumbai
09.2024 - Current
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Established clear expectations for employees, providing guidance when needed.
- Monitored operations and reviewed records and metrics to understand company performance.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Senior Customer Service Representative
TCS
Mumbai
01.2014 - 01.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified opportunities for upselling additional products or services based on customer needs.
Customer Service Representative
SITEL
Mumbai
04.2007 - 09.2013
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Promoted available products and services to customers during service, account management and order calls.
Education
Diploma - Information Technology
Thakur Polytechnic
Mumbai03-2007
Skills
- Coaching
- Mentoring
- Client communication
- Task delegation
- Expectation setting
- People management
Accomplishments
- Commitment Champion
Timeline
Interim Team Leader
JP MORGAN CHASE BANK NA
09.2024 - Current
Senior Customer Service Representative
TCS
01.2014 - 01.2019
Customer Service Representative
SITEL
04.2007 - 09.2013
Diploma - Information Technology
Thakur Polytechnic
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