RAKESH YADAV
Gurugram
Summary
Dynamic Order Management and Customer Communication Specialist with 8 years of experience dedicated to enhancing customer interactions and streamlining order processes in the food and beverage sector. Proven expertise in managing diverse communication channels ensures prompt responses and effective issue resolution, significantly driving customer satisfaction. Strong analytical skills identify trends that enhance operational effectiveness, while a demonstrated ability to collaborate with cross-functional teams fosters a cohesive approach to service delivery. Committed to leveraging skills in order management and customer communication to contribute meaningfully to organizational success.
Overview
10
10
years of professional experience
Work History
Order Management and customer communication specialist
Miyar Adventures
07.2020 - Current
- Focused on managing order processes and enhancing customer interactions in the food and beverage industry.
- Oversees customer communications through chat, email, and social media, ensuring timely responses.
- Addresses customer inquiries and resolves issues, contributing to improved satisfaction rates.
- Handles order management and tracking, ensuring accuracy and efficiency throughout the process.
- Collaborates with various teams to streamline operations and improve service delivery.
- Utilizes analytical skills to identify trends and enhance operational effectiveness.
Customer delight executive
InnerChef
09.2018 - 07.2020
- Focused on addressing customer inquiries through various communication channels, ensuring timely resolutions.
- Handled customer queries via chat, email, and social media, achieving resolution within defined timeframes.
- Managed escalations effectively, maintaining customer satisfaction throughout the process.
- Provided support that contributed to enhanced customer experience and retention.
Senior Associate
Rentickle
03.2018 - 09.2018
- Focused on transforming potential customer leads and managing social media inquiries.
- Converted cold leads into engaged prospects, enhancing customer acquisition efforts.
- Managed social media escalations to address customer concerns effectively.
- Monitored and responded to inquiries across various social platforms to improve brand reputation.
- Implemented strategies to increase lead conversion rates, contributing to sales growth.
Customer Service Representative
Infinity E Services Private Limited
10.2015 - 04.2017
- Served as an escalation specialist and supervised the customer service floor, overseeing daily operations and addressing complex customer issues.
- Managed escalations and resolved issues efficiently, improving customer satisfaction rates.
- Supervised the customer service team, ensuring adherence to company policies and procedures.
- Trained new employees on best practices in customer service and escalation management.
- Monitored performance metrics to identify areas for improvement and implemented necessary changes.
Education
Bachelor of Technology - BTech - Mechanical Engineering
BM College of Technology & Management
India01.2014
Skills
- Effective time management
- Escalation Management
- Lead Conversion
- Social Media Management
- Team Collaboration
- Analytical Skills
- Problem Solving
- Customer Satisfaction
- Order Management
- Customer Communication
- Technical skills
- E-commerce Platforms: Shopify, Seller Central, Magento, Big Commerce
- Tools: Freshdesk, Shipstation, Lightspeed
- IT Skills: MS Office Suite (Excel, Word, Outlook), Email Etiquette
- Analytical Skills: Report Preparation, Inventory & Process Analysis
- Process Improvement and Customer Support Management
LINKS
LinkedIn
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Timeline
Order Management and customer communication specialist
Miyar Adventures
07.2020 - Current
Customer delight executive
InnerChef
09.2018 - 07.2020
Senior Associate
Rentickle
03.2018 - 09.2018
Customer Service Representative
Infinity E Services Private Limited
10.2015 - 04.2017
Bachelor of Technology - BTech - Mechanical Engineering
BM College of Technology & Management