Rohan Jain
Customer Service Executive
Mumbai,MH
Summary
Experienced Customer Service Executive with a 23-year proven track record of consistently enhancing customer satisfaction. Skilled in effective communication with customers and vendors, analyzing and resolving complex issues, and meticulously documenting accurate notes of account interactions. Adaptable and versatile professional thriving in high-volume, high-stress environments.
Overview
24
24
years of professional experience
5
5
Languages
Work History
Customer Service Executive
Upstep Education Pvt. Ltd.
12.2023 - Current
- Client Relationship
- Reschedule / Cancel Sessions
- Help the students with Link for the scheduled session
- Retention
- Explain the package to the Client
- Zoom meetings
- Reply to Email or WhatsApp Enquiries
- Inbound / Outbound Calls
- Escalation Handling – Resolution mandatory TAT 24hrs
Contact Centre Executive – Sr.
Reliance Foundation Hospital
11.2021 - 10.2023
- Book Appointments for the VIP guests / patients, Package
- Handle Escalations
- Explain the Packages
- Look After the Campaigns
- Emergency Transfers
- Reply to Email or WhatsApp Enquiries
- Email the reports
Customer Service Executive
First Credit Services - Credit One Bank (USA)
11.2019 - 02.2021
- Described product and service details to customers to provide information on benefits and advantages
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems
- Collect payment from customers on account more than 30 days past due
- Convince them to pay by giving them waivers wherever needed to settle their account
- Giving them Information regarding 4 Consequences if they don't pay on time
- Inbound / Outbound
- No
- Of Call Approx
- 300 a day
Customer Service Executive
TechMahindra - 3Global Services (UK)
12.2017 - 10.2019
- Provided company information and policies to customers upon inquiry and answered questions via phone and online chat
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands
- Received payment information from customers and implemented it carefully into system to alleviate errors
- Described product and service details to customers to provide information on benefits and advantages
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems
- Solicited customer engagement in loyalty programs to enhance company revenue generation
- Monitored phone and electronic database systems for incoming customer inquiries
- Submitted reports to management outlining calls made, queries received and issues resolved
- Technical Help to Customers if there is issue with network or Mobile phone settings
- Inbound / Outbound
- No
- Of calls Approx
- 80
Customer Service Executive
Futurz Staffing Solutions PVT. LTD / Internet / Tele performance - Equifax
12.2017 - 10.2019
- Provided company information and policies to customers upon inquiry and answered questions via phone
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction
- Monitored phone and electronic database systems for incoming customer inquiries
- Helping customers with reports so that they get Loans and Government assistance
- Helping the customers with W2-Tax Forms (USA), T4-Tax Forms (Canada) & Paystubs by sending them via email
- Inbound / Outbound
- No
- Of Calls Approx
- 95
Operations Executive
Suparshvanath Metal Mart
04.2001 - 10.2017
- Increased company profits through performance optimization strategies and efficiency improvements
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective
- Conducted office management and emergency preparedness orientation to provide special skills and test specific emergency plan components
- Efficiently and effectively identified and solved all problems that impacted direction of business
- Established clear management goals and devised systems to track results for effective decision making
- Initiated outbound administrative requests by phone and in writing
- Developed policies and procedures for operational processes to comply with standards and regulations
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision
- Sorted incoming mail expedited urgent correspondence for immediate attention
- Received incoming calls and messages and addressed or triaged phone requests
- Welcomed visitors to office, communicated arrival to team and managed visit expectations
- Dispatch of goods to various metro cities after counting them once unloaded from Container, Billing, Payment Recovery, Remittance to China
Education
Third Year B.Com - GRADE 15TH
Yashwantrao Chavan Maharashtra Open University
Mumbai, India 04.2005 - 01.2006
Second Year B.Com - GRADE 14TH
Yashwantrao Chavan Maharashtra Open University
Mumbai, India 01.2004 - 01.2005
First Year B.Com - GRADE 13TH
Yashwantrao Chavan Maharashtra Open University
Mumbai, India 01.2003 - 01.2004
High School Diploma -
National Institute Of Open Schooling (NIOS) DELHI BOARD
Mumbai, India 04.2002 - 01.2003
High School Diploma -
Sacred Heart High School
Mumbai, India 04.2001 -
Skills
Payment management
Issue escalation
Marketing
Company policy adherence
Inventory assistance
Troubleshooting
Presentation skills
Relationship building
Satisfaction monitoring
Documentation and notes
Online chat and email
Documentation and control
Scheduling
Credit and collections
Complaint Handling
Customer Engagement
Relationship Building
Call center experience
Customer Retention
Live chat support
Client Engagement
CRM Software
Appointment Coordination
Customer queries
Email management
Customer Service
Problem-solving abilities
Excellent Communication
Computer Skills
Customer service excellence
Understanding Customer Needs
Customer Relations
Professionalism
Data Entry
Active Listening
Inbound Call Management
Issue and Complaint Resolution
Customer Data Confidentiality
Call Center Operations
Quality Control
Microsoft Office
Complaint resolution
Written Communication
Brand representation
Continuous Improvement
Document and Records Management
Customer Relationship Management (CRM)
Attention to Detail
Product and service knowledge
Interpersonal Skills
Self Motivation
MS Office
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Customer Service Executive
Upstep Education Pvt. Ltd.
12.2023 - Current
Contact Centre Executive – Sr.
Reliance Foundation Hospital
11.2021 - 10.2023
Customer Service Executive
First Credit Services - Credit One Bank (USA)
11.2019 - 02.2021
Customer Service Executive
TechMahindra - 3Global Services (UK)
12.2017 - 10.2019
Customer Service Executive
Futurz Staffing Solutions PVT. LTD / Internet / Tele performance - Equifax
12.2017 - 10.2019
Third Year B.Com - GRADE 15TH
Yashwantrao Chavan Maharashtra Open University
04.2005 - 01.2006
Second Year B.Com - GRADE 14TH
Yashwantrao Chavan Maharashtra Open University
01.2004 - 01.2005
First Year B.Com - GRADE 13TH
Yashwantrao Chavan Maharashtra Open University
01.2003 - 01.2004
High School Diploma -
National Institute Of Open Schooling (NIOS) DELHI BOARD
04.2002 - 01.2003
High School Diploma -
Sacred Heart High School
04.2001 -
Operations Executive
Suparshvanath Metal Mart
04.2001 - 10.2017