Rohit Kumar Thakur
Zirakpur
Summary
Dynamic Customer Care Executive with a proven track record at Teleperformance Global Business, excelling in conflict resolution and CRM software utilization. Consistently surpassed SLA targets, enhancing customer retention through effective communication and empathy. Recognized for driving quality assurance initiatives and achieving high customer satisfaction scores. Adaptable and quick to learn, committed to delivering exceptional service.
Overview
2
2
years of professional experience
Work History
Customer Care Executive
Teleperformance Global Business Private Limited
Mohali
04.2022 - 07.2024
- - Provided outstanding customer support for a major telecom client, consistently achieving and exceeding SLA targets.
- - Resolved customer complaints, billing discrepancies, and technical issues with empathy and efficiency.
- - Educated customers on products, services, and billing procedures, ensuring clear understanding.
- - Retained customers by offering suitable alternatives and solutions, directly improving customer retention metrics.
- - Supported quality assurance initiatives by flagging recurring issues and suggesting process improvements.
- - Assisted in training new employees on company policies, CRM tools, and customer handling techniques.
- - Maintained detailed records of interactions, transactions, comments, and complaints for future reference and audit purposes.
- - Achieved monthly performance goals related to customer satisfaction scores and first-contact resolution.
Education
Bachelor of Commerce - B.Com
S.G.G.S College
Chandigarh01.2015
Skills
- - CRM Software
- - Email & Chat Support Tools
- - Conflict Resolution & Negotiation
- - Active Listening & Empathy
- - Process Adherence & Compliance
- - Adaptability & Quick Learning
Hobbies and Interests
- Passionate football player; values teamwork and sportsmanship., - Traveling to explore new cultures and perspectives., - Avid reader; enjoys books on self-development and business growth.
Timeline
Customer Care Executive
Teleperformance Global Business Private Limited
04.2022 - 07.2024
Bachelor of Commerce - B.Com
S.G.G.S College