Singing
Rupesh Malik
Senior Specialist
Bangalore
Summary
Results-driven Customer Support Specialist with a passion for delivering exceptional service. Skilled in effective communication, problem-solving, and in-depth product knowledge. Dedicated to ensuring customer satisfaction and contributing to product enhancements. Excited about challenges and thrive in a dynamic environment.
Overview
3
3
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Senior Specialist
Swiggy
Bangalore
07.2022 - 08.2023
- Demonstrated strong problem-solving skills by analyzing complex situations and providing effective resolutions.
- Senior Supervisor, Chat Support
- Acted as final point of contact for escalated customer inquiries, resolving complex issues and ensuring customer satisfaction.
- Recognized for consistently achieving and exceeding team targets for customer satisfaction and issue resolution.
- Collaborated with management to identify trends in customer inquiries and provided insights for product improvement initiatives.
- Managed and resolved customer complaints and requests while maintaining excellent professionalism standards according to company policies and procedures.
- Managed over 50 customer chats per day.
Customer Support Specialist
HGS/Flipkart
Bangalore
09.2020 - 06.2022
- Assisted customers via multiple channels, delivering clear and empathetic solutions to resolve inquiries promptly.
- Demonstrated strong problem-solving skills by analyzing complex situations and providing effective resolutions.
- Conducted training sessions for new team members, improving their communication and problem-solving skills. Also as SME(Subject matter expert) for 4months during Big billion day project.
- Collaborated with cross-functional teams(Escalations control and Service recovery in L3)
- Utilized in-depth product knowledge to address customer questions, resulting in increased customer satisfaction.
Education
B.COM - Specialisedf in Financial Management
04.2013 - 09.2019
Senior Secondary - Commerce (Specialization in Finance)`
04.2012 - 05.2013
High School Diploma -
04.2009 - 05.2010
Skills
Effective Communication
Problem-Solving Abilities
In-Depth Product Knowledge
Empathy and Patience
Customer-Focused Approach
Adaptability and Multitasking
Conflict Resolution
Time Management
Interests
Swimming
Reading books
Travelling
Football
Accomplishments
- Recognized for consistently achieving and exceeding team targets for customer satisfaction and issue resolution.
- Achieved and maintained a 4-star rating on average, reflecting a high level of customer satisfaction with provided resolutions.
- Successfully turned around escalated interactions with irate customers, resolving issues and transforming negative experiences into positive ones.
Timeline
Senior Specialist - Swiggy
07.2022 - 08.2023
Customer Support Specialist - HGS/Flipkart
09.2020 - 06.2022
NEW HORIZON COLLEGE - B.COM, Specialisedf in Financial Management
04.2013 - 09.2019
KENDRIYA VIDYALAYA - Senior Secondary , Commerce (Specialization in Finance)`
04.2012 - 05.2013
Kendriya Vidyalaya - High School Diploma,
04.2009 - 05.2010