Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Saurabh Harkare

Pune

Summary

I specialize in addressing and resolving customer concerns related to our wide range of services, including internet, phone, and cable solutions. My role involves ensuring high levels of customer satisfaction by delivering personalized support and troubleshooting technical issues. Additionally, I actively engage in identifying opportunities to upsell relevant services that enhance customer experience and meet their business needs, driving both customer retention and revenue growth.

Overview

3
3
years of professional experience

Work History

Analyst

Eclerx
Pune
01.2024 - 01.2025
  • Delivered exceptional customer service by promptly addressing concerns, demonstrating empathy, and efficiently resolving issues.
  • Explained product features and care instructions clearly; answered inquiries using up-to-date knowledge of offerings and promotions.
  • Managed key customer accounts by providing ongoing support, resolving issues, and ensuring high customer satisfaction to drive long-term retention.
  • Developed and executed customer retention strategies that reduced churn and strengthened customer relationships through regular engagement and personalized service.
  • Conducted proactive follow-ups to enhance customer satisfaction, promote new plans, and inform customer about current promotions and events.
  • Contributed to achieving sales goals and monthly targets by identifying customer needs and recommending suitable products and services.
  • Consistently met or exceeded key performance indicators set by management and clients.
  • Trained and onboarded new agents, ensuring smooth transition into the program and adherence to quality standards.

Process Executive

Infosys BPM
Pune
05.2022 - 09.2023
  • Processed and verified insurance policy accounts from onshore teams for accuracy and completeness.
  • Reviewed policy slips, coverage, and terms; performed SOV analysis to validate TIV.
  • Cleansed, standardized, and geocoded data to ensure integrity and support risk assessment.
  • Indexed accounts for easy retrieval and allocated them based on team expertise and workload.
  • Resolved team queries, escalated complex issues, and maintained detailed tracking records.
  • Trained new team members and conducted quality audits to ensure compliance and accuracy.
  • Prepared data reports to support onshore decision-making.

Education

BBA -

Global Business School & Research Centre
Pune
04-2021

Skills

  • Customer retention
  • Complaint handling
  • Customer service excellence
  • Up-selling techniques
  • Empathy Display
  • Inbound call answering
  • Quick typing

Hobbies

  • Photography
  • Traveling
  • Attending music events
  • Reading books

Timeline

Analyst

Eclerx
01.2024 - 01.2025

Process Executive

Infosys BPM
05.2022 - 09.2023

BBA -

Global Business School & Research Centre

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Saurabh Harkare