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
2023.08 - Current (1 year & 1 month)
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
2021.03 - 2023.08 (2 years & 5 months)
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
2018.08 - 2019.11 (1 year & 3 months)
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
2017.09 - 2018.07 (10 months)
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
2012.05 - 2015.06 (3 years & 1 month)
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 Pune , Pune, MH
MBA - Marketing
2015.07 - 2018.01 (2 years & 6 months)
University of Pune , Pune, MH
BSc - Hospitality
2009.07 - 2012.05 (2 years & 10 months)
Skills
Communication skillsundefined
Timeline
Customer Support Specialist
MatchBox Exchange - Container Logistics
2023.08 - Current (1 year & 1 month)
Process Expert
Maersk
2021.03 - 2023.08 (2 years & 5 months)
Senior Customer Service Associate
Capita India Private Limited - Pune, India
2018.08 - 2019.11 (1 year & 3 months)
Customer Service Associate
Amazon India - Pune, India
2017.09 - 2018.07 (10 months)
University of Pune
MBA - Marketing
2015.07 - 2018.01 (2 years & 6 months)
Assistant Steward
Oberoi Hotels & Resorts - Mumbai, India
2012.05 - 2015.06 (3 years & 1 month)
University of Pune
BSc - Hospitality
2009.07 - 2012.05 (2 years & 10 months)
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