Rajesh Pandey
Pune
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
7
7
years of professional experience
Work History
Client Service Representative
Binated.inc
Pune
03.2024 - Current
- Maintained customer records in the database system.
- Processed orders, returns, exchanges, and refunds accurately and promptly.
- Managed client accounts by providing accurate data entry services.
- Generated reports from the database to track customer satisfaction levels.
- Maintained a database of all existing accounts using CRM software tools like Salesforce or ZohoCRM.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Planned and completed group projects, working smoothly with others.
Senior Executive-Customer Service
iEnergizer IT Private Limited
10.2019 - 04.2023
- Handled issues of U.S based clients regarding phones, watches, tablets, home security network, device coverage, lease, instalments, billings, payments, insurance, and technical queries over the chat.
Customer Service Representative
Concentrix Daksh Service
03.2017 - 07.2019
- Helped sellers of USA and India to list their products on Amazon.com and Amazon.in
Education
MBA - Operations & Marketing Management
Shubharti University (Distance Learning)
01.2023
BBA - Business Management
United Institute of Management
01.2016
Skills
- Live Chat, Email, Voice and Backoffice Support
- Domestics and International Customer Service & Support
- Billing and collections
- Customer Relationship Management (CRM)
- Ticket resolution
- Profitability and revenue generation
- Technical Support
- Sales support
- Retention
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Creative problem-solving & Multitasking
- Upselling and post-sales Support
- Social Media Monitoring
- Problem Solving
- Customer Satisfaction (CSAT)
- Teamwork
- Webchat & Apple Business Chat
- Data Security Awareness
- Conflict Resolution
- Positive Attitude
- Product/Service Knowledge
- Time Management
- Computer Proficiency
Accomplishments
- Awarded by company for highest issue resolution (FCR) provided to clients and secured rank 1 amount 4 sites (Noida, Gurgaon, Philippines and USA)
- Completed training and certification from Bhart Pumps and Compressors Ltd
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime if needed.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of business sales
- Consistently generated additional revenue through skilled sales techniques.
- Managed chat flow with up to 3 consecutive chats in queue.
Languages
- Hindi
- English
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Client Service Representative
Binated.inc
03.2024 - Current
Senior Executive-Customer Service
iEnergizer IT Private Limited
10.2019 - 04.2023
Customer Service Representative
Concentrix Daksh Service
03.2017 - 07.2019
MBA - Operations & Marketing Management
Shubharti University (Distance Learning)
BBA - Business Management
United Institute of Management
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