Rohit Menezes
Customer Service Representative
Mumbai
Summary
Motivated individual with strong work ethic and working independently. Strong organizational and team collaboration skills with experience in improving processes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
6
6
years of professional experience
12
12
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Customer Service Chat Representative
Capita, O2 Telefonica UK Department
Mumbai
03.2022 - Current
- Handled incoming 40+ dual chats for customers based in the UK regarding their phone and sim services
- Resolved customer complaints by identifying problems, suggesting solutions, and implementing corrective action receiving 50+ positive reviews and 70% with an APS score on average.
- Processed requests for customers for number transfer to O2 network, account disconnection, change of ownership requests, activation of sim , changing the allowance tariff using the CRM tools
- Provided assistance to customers with their billing concerns by making billing adjustments ,explain in their billing cycle and tariff calculation and offering payment support extension using the CRM tools
- Provided delivery assistance to the customer's by coordinating with delivery partners
- Followed basic troubleshooting to fix the network related issue by checking phone mast , sim and phone status
- Helped customers in barring their sim and handset if lost/stolen and process new sim card replacement.
- Followed the UK GDPR policies and company mandates policies and procedure while assisting customers
- Shared the various roaming information as per the fair usage and EU policy
Senior Customer Service Associate
First Source , Comcast Department
Mumbai
08.2018 - 11.2021
- Handled incoming chats with American based customers by working on a 24/7 shift scheduled
- Assisted customers in identifying issues related to their Modem,Cable TV and landline and explained solutions to restore service and functionality.
- Identified potential sales and cross-selling opportunities
- Researched and identified solutions to technical problems by performing troubleshooting using the CRM tools.
- Booked technician appointment for customer to resolve their service issue
- Worked on CSG ACSR tool to book sale order, replacement of modem,cable tv and accessories etc
- Had the opportunity to provide feedback to Client in improving their services for customer benefits
- Had the opportunity to handle a team 10+ in training and achieving the NPS and APS score
Retention Customer Service Representative
Tech Mahindra, Three Network Department
Mumbai
01.2017 - 02.2018
- Answered constant flow of customer calls with minimal wait times.
- Retained Customer by upgrading their contract using various sales tactics
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Retained customers by discussing the various pricing difference Three network and other providers
- Retained customers even though the pricing was high as compared to other providers
- Handled customers with network related issue by offering them better handset connectivity devices
- Kept a follow up with customers to retain them
Senior Customer Service Executive
Telepefromance, Barclays Banking Deapartment
Mumbai
12.2015 - 01.2017
- Handled 50+ calls on a daily bases to assist customer on their banking services while achieving good positive NPS score
- Processed daily telephone banking money transfer
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted customers in blocking their bank card and issuing new card while lost/stolen
- Had the opportunity to train new joiners and smoothen their process in teaching them the banking process
- Had the opportunity to have daily team meetings to improve the team score
Education
Secondary School Certificate -
DON BOSCO HIGH SCHOOL
Mumbai 04.2001 - 03.2011
Higher Secondary - Science
The Wilson College
Mumbai 06.2012 - 02.2013
Bachelor of Arts - Sociology
Mumbai University
Mumbai 05.2017 - 05.2018
Skills
Sales expertise
Accomplishments
- Represented my school in various inter-school competition for Hockey and Football
- Represent my school in various cultural events
- Handled a team of 10+ to teach them and improve their performance to met daily target
- Learned various leadership skills during my work tenure under the guidance of my team manager and manager which I was able to forward to the new joiners
Certification
Pre-Sea Course for General Purpose Rating
Hobbies
Listening to Music,Gyming,Gaming.
Timeline
Customer Service Chat Representative
Capita, O2 Telefonica UK Department
03.2022 - Current
Senior Customer Service Associate
First Source , Comcast Department
08.2018 - 11.2021
Bachelor of Arts - Sociology
Mumbai University
05.2017 - 05.2018
Retention Customer Service Representative
Tech Mahindra, Three Network Department
01.2017 - 02.2018
Senior Customer Service Executive
Telepefromance, Barclays Banking Deapartment
12.2015 - 01.2017
Pre-Sea Course for General Purpose Rating
12-2013
Higher Secondary - Science
The Wilson College
06.2012 - 02.2013
Secondary School Certificate -
DON BOSCO HIGH SCHOOL
04.2001 - 03.2011
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