Hi, I’m
Rohan Wahile
Customer Professional
Pune
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 & TechnolNew Delhi
BBA from Business Administration
04.2001
University Overview
Skills
Risk Management
P&L Management
Business Planning
Business Development
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