RISHAV PATHANIA

Effectively oversaw and coordinated the handling of service requests for various contracts, cultivating strong relationships with both internal and external stakeholders.

Made substantial contributions towards improving win rates and driving revenue growth for the corresponding accounts.

Key Highlights:

• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Recognized by management for providing exceptional customer service.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Continuously improve contract-specific processes to increase customer satisfaction and profitability.
• Manage contract-specific billing trigger and inventory processes.
• Updated and maintained databases with current information.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Achieved cost-savings by developing functional solutions to problems.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Collaborated closely with team members to achieve project objectives and meet deadlines.

Worked as Customer Support Representative for US based client (Xfinity), wherein supporting the end customer for their billing related queries, changing services (Phone, Internet and Cable) according to customer preference and maintaining customer satisfaction rate.

Key Highlights:

• Assisted customers with product information, pricing, billing, and troubleshooting.
• Collaborated with other departments to resolve customer issues quickly.
• Handled escalated customer service issues with professionalism and empathy.
• Identified opportunities to improve customer experience and suggested changes accordingly.
• Monitored performance metrics related to customer satisfaction scores.
• Processed refunds and credits when appropriate.
• Performed administrative duties such as data entry, filing and document preparation.

Worked as Customer Support Representative for UK based client (Amazon), wherein supporting customer over emails for end-to-end journey of their Amazon order and help them by return, refund or cancellation alongside supporting Account related queries.

Key Highlights:

• Verified accuracy of orders prior to shipment or delivery.
• Advised customers on how best to use products or services offered by the company.
• Maintained and exceeded performance and quality standards, meeting customer support objectives.
• Maintained positive working relationship with fellow staff and management.
• Collaborated with other departments to resolve customer issues quickly.