Saurabh Pandey
Bangalore
Summary
Service-oriented Customer Support Representative with 8+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Associate - Customer Support
Moonfrog Labs Pvt. Ltd
08.2021 - Current
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Managed workload efficiently by prioritizing tasks based on urgency levels and potential impacts on customers'' business operations.
- Reduced response time for support tickets by streamlining communication processes between team members.
- Developed expertise in wide range of technical issues, allowing for effective support across multiple product lines.
- Participated in weekly/monthly meetings/review with product development team to share insights from customer interactions, fostering an environment of continuous improvement.
- Contributed to increased customer retention rates through timely and efficient resolution of software-related problems.
- - Responded to and resolve service requests and player's inquiries via phone/email/WhatsApp/Store Reviews.
- Generated reports to track performance and analyze trends.
Senior Customer Support Representative
Groupon Shared services Pvt. Ltd.
12.2017 - 07.2021
- Resolving customer's query by checking the decision tree and adhering to policies
- Was trained in fast track batch when joined here, due to huge backlogs and helped in clearing them
- To make customers aware of policies so that to not face same issue again
- Follow refund and return policies in assisting customers, also making notes on relevant pages if required before providing the refund
- Sometimes a customer's query or situation is not part of any path in decision tree, in those cases need to take a call keeping both companies and customer's interest in mind
- Was among the first and last batch who were cross trained to handle Groupon NA issues also
- It involves a lot of things to be checked before providing the resolution to the customer
- Managing and resolving customer's query depending on the reason codes
- If customer's issues require multiple departments to look into for the resolution, a request and follow up is required to provide the resolution in a timely manner to the customer.
Executive Advisor (Digital Concierge)
24[7].ai Pvt Ltd.
04.2016 - 11.2017
- To understand guests' needs by asking them a few information providing questions
- Which helps us to find quickly and efficiently the most relevant property in a particular locality, this in turn helps us to achieve the target rapidly and the business to sell more rooms and make more guests happy
- Which will only increase word of mouth and repeat business
- Apart from locating the best property we also help the guest with the information of the surrounding tourists areas or areas which will interest this particular guest
- We also help our guests to complete the booking online, while we standby, in case they face any issue, as not all of our guests are tech savvy
- All our guests appreciate this, especially the older guests
- We are also required to follow the same path for guests' next destination, providing them all the information required to book multiple locations in single contact
- This saves a lot of hassles to our guests and promotes the image of the brand as well as our CSAT levels
- Win Win for all
- Sometimes we are required to send the guests to the appropriate department if their request is regarding an area out of our purview.
Trainee Manager (Shift In charge)
Hard Castle Restaurant Pvt. Ltd. (McDonalds India)
06.2014
- Match and improve the guest experience along with Meet all targets every month
- In your shift you act like the boss, each and every thing is under you in your shift
- Take customers for a restaurant tour for awareness of our culture and policies and take their feedback
- Making the customer feel welcomed when they walk-in the store which helps in repeat business
- Maintaining correct production modes depending on the crowd
- This helps in matching the production of products with the demand of orders coming in
- Which will eventually help the front counter or the service persons to serve the customer quickly and keep them happy
- Coordinating with Senior Management on a regular basis to keep abreast of new promotions, training, targets and achievements
- Creating a friendly environment and taking care of our internal customers
- Which makes sure that you have beer productivity and an awesome customer interaction
- This is achieved by regularly providing training of employees and making necessary follow ups to ensure they have all the knowledge required to serve in the best possible way
- Checking and maintaining the equipment for production of quality products
- Taking a weekly stock of the inventory which will not only help you plan beer, also serve beer
- Taking inventory also helps avoid any inconvenience during the show
- Ordering based on the inventory levels and keeping in mind the past and future events which could trigger a hike or drop in the number of walk-ins, like a movie release or a concert
- Also making sure that employees also feel welcomed and like to work here, which helps to avoid employee turnover
- Also making sure that your Delivery system is also working and geing you profit
- This can be done by making the areas and public near the store aware that we also do the delivery
- Also helping in hiring employees if required by spreading the "We are Hiring" pamphlets.
Education
Bachelor's Of Hotel Management (B.sc in HHA) -
Institute Of Hotel Management, Bangalore
Bangalore 07.2011 - 06.2014
Higher Secondary -
Kendriya Vidyalaya Balasore, Odisha
04.2007 - 03.2008
Secondary -
Kendriya Vidyalaya Balasore, Odisha
04.2005 - 03.2006
Skills
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Interest
Long drive
Timeline
Associate - Customer Support
Moonfrog Labs Pvt. Ltd
08.2021 - Current
Senior Customer Support Representative
Groupon Shared services Pvt. Ltd.
12.2017 - 07.2021
Executive Advisor (Digital Concierge)
24[7].ai Pvt Ltd.
04.2016 - 11.2017
Trainee Manager (Shift In charge)
Hard Castle Restaurant Pvt. Ltd. (McDonalds India)
06.2014
Bachelor's Of Hotel Management (B.sc in HHA) -
Institute Of Hotel Management, Bangalore
07.2011 - 06.2014
Higher Secondary -
Kendriya Vidyalaya Balasore, Odisha
04.2007 - 03.2008
Secondary -
Kendriya Vidyalaya Balasore, Odisha
04.2005 - 03.2006
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