RUPAL MAHESHWARI
Summary
Customer Service, Customer Retention and Customer Experience professional with 10+ years of experience across international contact centre, retail and customer-facing environments in India and the UK. Experienced in handling customer enquiries, complaints, escalations, cancellations, account issues and service-related concerns, with a strong focus on first-contact resolution, customer satisfaction and retention. Proven ability to de-escalate challenging conversations, identify customer needs, provide suitable solutions and maintain quality and SLA standards. Additional experience in team support, coaching, sales and high-volume operations.
Overview
18
18
years of professional experience
Work History
RETAIL BRANCH MANAGER | AFTER-SALES CUSTOMER SERVICE
WE BUY ANY CAR
London
01.2022 - 06.2025
- Managed daily branch operations in a high-volume customer environment, handling 35-40 customer appointments per day during peak periods.
- Led customer negotiations and objection handling throughout the vehicle appraisal and transaction process.
- Managed at-risk and disputed transactions, using negotiation and customer-service techniques to support deal completion.
- Resolved customer disputes relating to vehicle appraisals while maintaining 100% adherence to statutory compliance and operational procedures.
- Trained and mentored new team members in negotiation, conflict resolution, customer service and retention techniques.
- Supported day-to-day operational performance, customer experience and compliance across the branch.
SENIOR CUSTOMER SERVICE ADVISOR
UTILITY WAREHOUSE
London
01.2019 - 12.2021
- Managed high-volume customer enquiries, complaints and escalations through telephone and email channels.
- Provided clear, customer-focused solutions by using negotiation and problem-solving skills to address service and financial concerns.
- Prevented account cancellations by understanding customer needs, resolving concerns and presenting appropriate alternatives.
- Consistently achieved strong performance across quality audits, KPI targets, customer satisfaction and First Contact Resolution.
- Maintained accurate customer records and followed established service, compliance and escalation procedures.
SENIOR CUSTOMER SERVICE & TEAM SUPPORT REPRESENTATIVE
A4UK
London
07.2016 - 12.2018
- Delivered customer service and sales support while handling returns, exchanges, customer objections and product-related concerns.
- Managed customer returns and exchange requests, converting more than 30% of refund requests into product replacements and contract upgrades.
- Promoted to Assistant Team Leader, supporting daily queue management, floor coaching and agent performance monitoring.
- Coached colleagues on customer engagement, objection handling, service conversations and conversion techniques.
- Ranked #1 Top Sales Representative across London-zone branches for six consecutive months in mobile contract and accessory sales.
- Supported daily operational performance and helped maintain effective customer service standards across the sales floor.
SENIOR CUSTOMER SERVICE & SALES REPRESENTATIVE
THE LISTENING CO.
Richmond
11.2007 - 03.2010
- Provided customer service, sales and retention support across major UK campaigns including O2, Sky, Travelodge, Addison Lee, AOL and BT.
- Handled customer enquiries, service issues and sales opportunities in fast-paced contact centre environments.
- Built strong customer relationships through proactive follow-ups, contract renewals and responsive service.
- Exceeded sales targets through consultative customer conversations, upselling and identifying appropriate account solutions.
- Supported customer retention by understanding needs and identifying opportunities to maintain and increase account value.
CUSTOMER SERVICE & SALES AGENT
SIT-UP CHANNELS (BID TV)
Acton
04.2007 - 09.2007
- Handled customer enquiries and direct sales orders in a fast-paced live television shopping environment.
- Provided responsive customer support while processing orders accurately and efficiently.
- Worked consistently toward and exceeded daily sales and conversion targets.
Education
Bachelor's Degree -
Rajiv Gandhi Institute of Management and Technology
01-2007
Skills
- Customer Service & Customer Experience
- Complaint & Escalation Management
- De-escalation & Conflict Resolution
- Customer Satisfaction (CSAT)
- Contract Renewals
- Quality Assurance & Compliance
- Contact Centre Operations
- Senior Customer Support
- Customer Retention & Account Support
- First Contact Resolution (FCR)
- Objection Handling & Negotiation
- Upselling & Cross-Selling
- KPI/SLA Performance
- Coaching & New-Hire Training
Personal Information
Title: CUSTOMER SERVICE | SENIOR CUSTOMER SERVICE | CUSTOMER RETENTION | CUSTOMER EXPERIENCE
LANGUAGES
English | Hindi | Gujarati | Sindhi | Marwari (Fluent)
Accomplishments
- Converted 30%+ of refund requests into product replacements and contract upgrades.
- Ranked #1 Top Sales Representative across London-zone branches for six consecutive months.
- Managed 35-40 customer appointments per day during peak branch periods.
- Maintained 100% statutory compliance adherence in branch operations.
Timeline
RETAIL BRANCH MANAGER | AFTER-SALES CUSTOMER SERVICE
WE BUY ANY CAR
01.2022 - 06.2025
SENIOR CUSTOMER SERVICE ADVISOR
UTILITY WAREHOUSE
01.2019 - 12.2021
SENIOR CUSTOMER SERVICE & TEAM SUPPORT REPRESENTATIVE
A4UK
07.2016 - 12.2018
SENIOR CUSTOMER SERVICE & SALES REPRESENTATIVE
THE LISTENING CO.
11.2007 - 03.2010
CUSTOMER SERVICE & SALES AGENT
SIT-UP CHANNELS (BID TV)
04.2007 - 09.2007
Bachelor's Degree -
Rajiv Gandhi Institute of Management and Technology