Overview
Work History
Education
Skills
Timeline
Hi, I’m

Rohan Wahile

Customer Professional
Pune
Rohan Wahile

Overview

2
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

Senior.Chat Executive
Capita
07.2019 - 12.2019
Senior Customer Support Officer
Convergys
09.2015 - 01.2017
Imperia Institute of Business Management & Technol
BBA from Business Administration
04.2001

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Rohan WahileCustomer Professional