Hi, I’m
Shreyas Agrawal
Customer Support Specialist
Noida
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
12
years of professional experience
5
years of post-secondary education
Work History
MatchBox Exchange - Container Logistics
Customer Support Specialist
08.2023 - Current
Job overview
- Served customer account and technical needs across 50 tickets+ daily calls, consistently meeting productivity and quality targets.
- Delivered exceptional support experiences by promptly resolving customer issues, demonstrating in-depth subject matter expertise, and ensuring high levels of customer satisfaction
- Monitored systems proactively to identify opportunities for customer support and promptly addressed downtimes to enhance user experience
- Assisted in documenting processes related to customer support, including new customer issues and resolution procedures
- Developed and maintained data integrity standards for MatchBox Exchange's internal systems, ensuring accurate and reliable information
- Contributed to customer and partner onboarding on MatchBox Exchange platform, facilitating smooth introduction to platform's features and functionalities.
Maersk
Process Expert
03.2021 - 08.2023
Job overview
- Managed 30+ global key client's accounts
- Perform RCA, identify pattern in customer email / calls.
- Handled day-to-day shipping related queries overseeing more than 80 email queries per day.
- Prime responsibility is assisting customers with any issues faced during shipment cycle
- Handling escalation call and resolve complaints within TAT's and ensure compliance with SLA
- Issued Bill of lading to customers post successful payment confirmation from relevant team.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Recommended process improvements based on tracking and analysis of customer email data & internal systems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Capita India Private Limited - Pune, India
Senior Customer Service Associate
08.2018 - 11.2019
Job overview
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
- Resolved customer queries over phone and by email pertaining to customer shipments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Resolved customer service issues using company processes and policies and provided updates to customers
- Greeted customers and listened closely to problems described to determine solutions
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Tracked orders and notified customers of status or potential delays
Amazon India - Pune, India
Customer Service Associate
09.2017 - 07.2018
Job overview
- Managed over 50 customer calls per day.
- Maintained AHT of 2.5 minute.
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained outstanding customer relationships by going extra mile to assist with needs and resolve queries.
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft
- Trained and mentored customer service team in service standards, loyalty programs, and sales techniques
- Responded to customer emails, letters, and phone calls within company's communication targets.
Oberoi Hotels & Resorts - Mumbai, India
Assistant Steward
05.2012 - 06.2015
Job overview
- Maintained excellent customer satisfaction by promptly tending to guest needs and requests.
- Assisted in preparation of special events and parties, complying with theme and requirements to achieve successful outcomes.
Education
University of PunePune, MH
MBA - Marketing
07.2015 - 01.2018
University of PunePune, MH
BSc - Hospitality
07.2009 - 05.2012
Skills
Communication skills
Complaint resolution
Report preparation
CRM
SLA Management
Quality assurance
Shipping procedures understanding
Account management
MS Office
Training and Development
Excellent Communication
Timeline
Customer Support Specialist
MatchBox Exchange - Container Logistics
08.2023 - Current
Process Expert
Maersk
03.2021 - 08.2023
Senior Customer Service Associate
Capita India Private Limited - Pune, India
08.2018 - 11.2019
Customer Service Associate
Amazon India - Pune, India
09.2017 - 07.2018
University of Pune
MBA - Marketing
07.2015 - 01.2018
Assistant Steward
Oberoi Hotels & Resorts - Mumbai, India
05.2012 - 06.2015
University of Pune
BSc - Hospitality
07.2009 - 05.2012