Shashikant Parab
Mumbai
Summary
Worked for O2 Telecom since 2006.
O2 UK is a British Telecommunication service provider, headquarter in England. It operates under VMO2 brand and now is the UK's largest mobile network provider. 18 Years of BPO experience. Got practical experience and dedicated work ethics.
Overview
26
26
years of professional experience
Work History
Senior Web Chat Advisor and Business Trainer
Capita India Private Ltd
Mumbai
03.2017 - Current
- The key responsibility in this role is onboarding the new people to the Operations Executive role.
- This includes four weeks of process training, and the topics covered would be product and process.
- Designed customized training materials to meet the specific needs of diverse team within the organization
- Maintained up to date knowledge of industry best practices to incorporate into training program
- Reviewed and modified course content and delivery based on feedback.
- Answered customer queries and provided accurate information regarding products and services via chat, email and voice process.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Executive
Fis Global Business Solutions India Pvt Ltd
Mumbai
02.2006 - 03.2017
- Address customer issue and resolve them in a timely and efficient manner.
- Support and interact with customers on a variety of channels such as Email, Voice, Chat and ensure that all valid customer concerns are being dealt properly.
- Established a customer feedback loop with product development team to inform future product enhancement.
- Remained calm under pressure to handle customer complaints and solve problems.
Centre Co-Ordinator
Growel Softech Training Ltd
Mumbai
05.2005 - 10.2005
- Responsible for center's profit
- Update schedules for students
- Maintaining attendance sheets for employees and students
- Resolved customer complaints or answered customers' questions.
Customer Service Executive
Pagepoint Service India Ltd
Mumbai
02.1999 - 04.2005
- Used to worked as Part time pager operator.
- Transmit customer messages on pagers.
- Manage customer complaints.
- Maintained accurate records of customers interactions, dealing inquiries and resolutions for future reference.
Education
B.Com - Commerce
Graduate
From Mumbai University04-1998
Skills
- Goal oriented
- CRM experience
- Work prioritization
- Adaptability and flexibility
- Multitasking capacity
- Teamwork skills
Timeline
Senior Web Chat Advisor and Business Trainer
Capita India Private Ltd
03.2017 - Current
Customer Service Executive
Fis Global Business Solutions India Pvt Ltd
02.2006 - 03.2017
Centre Co-Ordinator
Growel Softech Training Ltd
05.2005 - 10.2005
Customer Service Executive
Pagepoint Service India Ltd
02.1999 - 04.2005
B.Com - Commerce
Graduate
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