Rohan Lad
Dombivali,MH
Summary
Committed client assistance proficient with broad involvement with Client connection industry. Strong cooperative person with cordial, positive disposition and demonstrated abilities in laying out affinity with clients. Propelled to keep up with consumer loyalty and add to organization achievement, with expertise in quality, speed and process optimization.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Customer Service Executive
Capita India Pvt Ltd
08.2016 - Current
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
- Maintain the minimum compliance score of 90% and achieve monthly SLA's
Customer Service Executive
DHL Global Forwarding
09.2014 - 11.2015
- Execute processes timely with focus on quality as per the SOP’s defined and guidelines.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Interact with stations/Countries and Co-Ordinate with Team members to ensure provide correct and timely documentation to the Client
- Managed high volume of inbound queries while maintaining a professional demeanor and ensuring timely resolution of issues.
Senior Customer Service Executive
Serco Global Services
07.2013 - 09.2014
- Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Scrutiny the invoices of UK hospitals and Surgeons to make the decision of the claim payment to the customers.
- Cross-trained and provided backup support for various departments.
- Handling the escalations & following up with the client through email for assistance.
Education
Post Graduation Diploma - Marketing
Welingkar Institute of Management
Mumbai, India2019
Bachelor of Commerce - Commerce
Mumbai University
Mumbai, India2013
Higher Secondary Certificate - Commerce
Mumbai University
Mumbai, India2010
Secondary School Certificate -
Model English School
Dombivali, India2005
Skills
- Customer Service
- Multitasking
- Team Management
- Problem Solving
- Adaptability
- Customer Retention
Certification
Certificate in German - 2015
Lean Six Sigma White Belt
British Council English Score (B2- upper intermediate - 481)
Additional Information
Status - Married
Passport - Valid
Nationality - Indian
Languages
German
Beginner (A1)
Timeline
Senior Customer Service Executive
Capita India Pvt Ltd
08.2016 - Current
Customer Service Executive
DHL Global Forwarding
09.2014 - 11.2015
Senior Customer Service Executive
Serco Global Services
07.2013 - 09.2014
Post Graduation Diploma - Marketing
Welingkar Institute of Management
Bachelor of Commerce - Commerce
Mumbai University
Higher Secondary Certificate - Commerce
Mumbai University
Secondary School Certificate -
Model English School
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