Rohan Wahile

Customer Professional

Pune

Overview

years of professional experience

Work History

Capita

Senior.Chat Executive

07.2019 - 12.2019

Job overview

Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
Expanded market presence by identifying new business opportunities and forging strategic partnerships.
Implemented robust risk mitigation strategies protecting the company from potential financial loss.
Oversaw mergers and acquisitions activities contributing significantly to overall company growth.
Increased revenue through effective negotiation of contracts with clients and suppliers.
Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.
Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Enhanced customer satisfaction by streamlining communication channels and improving response times.
Established long-term client relationships through consistent delivery of high-quality products and services.
Developed innovative solutions to complex problems, resulting in improved organizational performance.

Convergys

Senior Customer Support Officer

09.2015 - 01.2017

Job overview

Implemented new ticketing system features that improved organization of incoming requests and increased team efficiency.
Developed comprehensive knowledge base articles to enable self-service options for common issues.
Improved customer satisfaction rates by promptly addressing and resolving complex support inquiries.
Assisted in the creation of customer surveys to gather valuable feedback and identify areas for improvement within the support department.
Served as escalation point for challenging cases, utilizing strong problem-solving skills to find resolutions.
Managed high-volume call center queues, maintaining a professional demeanor under pressure.
Enhanced team productivity by mentoring junior support staff and sharing best practices.
Increased first-contact resolution rates by offering thorough guidance during initial interactions with customers.
Identified trends in customer feedback, working closely with product development teams to implement improvements.
Participated in cross-functional initiatives to enhance overall company performance and user experience.
Collaborated with other departments to address recurring technical issues and improve system functionality.
Delivered exceptional support experiences, consistently receiving positive reviews from customers.
Reduced response times, implementing effective communication strategies for handling customer concerns.
Provided regular reports on support metrics and trends to senior management, contributing valuable insights into potential process improvements.
Established rapport with customers through effective communication techniques and genuine interest in their needs.
Listened to customers' questions and concerns to provide answers or responses.
Built strong relationships with field operations team to support business development opportunities and improve service.
Collected customer information and analyzed customer needs to recommend potential products or services.
Provided customers with updates and periodic statements on service developments and changes in trends.
Conducted surveys to determine customer opinion of products and services.
Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Managed customer service effectiveness by monitoring performance and assessing metrics.

Education

Imperia Institute of Business Management & Technol
New Delhi

BBA from Business Administration

04.2001

University Overview

Skills

Risk Management

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Timeline