Rohit S Muddebihal
Mumbai
Summary
Highly-motivated and desired to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
Work History
Sr. Representative Operations
Concentrix (Convergys India Services Private Ltd / JPMC)
Mumbai
12.2020 - Current
- Assisted members in managing online services and achieving daily banking needs.
- Referred unresolved customer grievances to designated departments for further investigation.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strategies to assist associates in meeting goals.
- Set attainable daily, weekly and monthly goals and game plans.
- Made certain associates adhered to schedules to achieve service goals.
- Mentored junior team members and managed employee relationships.
- Manage team and team stats in absence of team leader.
Customer Relation Advisor
TECH MAHINDRA BUSINESS SERVICES, Vodafone
Mumbai
11.2003 - 01.2020
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Updated customer accounts, addresses and contact information within call management databases.
- Seized opportunities to upsell products, maximizing revenue.
Sr Customer Care Advisor
Concentrix Daksh India Pvt Ltd (Jet Airways Ltd & Servify)
Mumbai
02.2016 - 09.2019
- Assisted customers with ticket purchases, pricing and scheduling.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Contacted and verified will-call orders and cancellation list or past customers to offer last-minute ticket options.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Employed assumptive sales techniques to efficiently close and process sales.
- Responded to customer inquiries and problems to promote great service.
- Analyzed customer needs and provided best options, upselling products and services.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Customer Service Associate
SERCO GLOBAL SERVICES PVT LTD (Vodafone COCP & DATA ADVISORY DESK)
Mumbai
08.2014 - 01.2016
- Handling Inbound calls for COCP (Company Owned Company Paid) and (Data Advisory Desk)
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Managed Team with regular basis team status call flows.
- Monitring call flows and advising and managing call data.
- Been SME and handle team to help team leader
Education
Intercalated Bachelor of Science - BSC (PCM)
DARSHAN SINGH MAHAVIDYALAYA
KANPUR-DEHAT04-2016
HSC - Science
Nirmala Memorial Junior College Maharashtra Board
Mumbai01.2013
SSC -
St. Lawrence High School Maharashtra Board
Mumbai01.2009
Skills
- Team work
- Team bonding
- People management
- Process Improvement
- Improvement Plan Knowledge
- Leadership
- Friendly, Positive Attitude
- Quick learner
Interests
Gaming
Bike rides
Outings
Additional Information
- Vodafone - Awarded as Best Monthly Performer
- Jet Airways - Awarded as Star Performer 2017-18
- Jet Airways - Awarded as Best Monthly Performer
Languages
English
Intermediate (B1)
B1
Hindi
Elementary
A2
Timeline
Sr. Representative Operations
Concentrix (Convergys India Services Private Ltd / JPMC)
12.2020 - Current
Sr Customer Care Advisor
Concentrix Daksh India Pvt Ltd (Jet Airways Ltd & Servify)
02.2016 - 09.2019
Customer Service Associate
SERCO GLOBAL SERVICES PVT LTD (Vodafone COCP & DATA ADVISORY DESK)
08.2014 - 01.2016
Customer Relation Advisor
TECH MAHINDRA BUSINESS SERVICES, Vodafone
11.2003 - 01.2020
Intercalated Bachelor of Science - BSC (PCM)
DARSHAN SINGH MAHAVIDYALAYA
HSC - Science
Nirmala Memorial Junior College Maharashtra Board
SSC -
St. Lawrence High School Maharashtra Board