MS Office (Excel, Powerpoint, Word, Outlook)
Shreyash Indurkar
Customer Support Specialist
Pune
Summary
Dynamic Senior Executive with over four years of proven success in driving mission-critical results across diverse sectors. Exceptional communication and cross-cultural team management skills foster collaboration and enhance productivity. Committed to leadership excellence, with a strong aptitude for forging strategic alliances with organizational leaders while effectively aligning with and supporting key business initiatives. Passionate about leveraging expertise to inspire teams and contribute to organizational growth.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Exl Services Pvt Ltd
Executive
06.2024 - Current
- Assist customers in resolving issues related to utility bills for gas and electricity, ensuring timely and effective solutions on first contact to enhance customer satisfaction.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Radius Global Solutions
Sr. Associate Debt Collector
12.2023 - 05.2024
- Contacted customers to negotiate and clear outstanding debts by offering optimal repayment options, balancing customer satisfaction with business goals.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for the organization.
- Analyzed customer data to identify trends and anticipate customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Tech Mahindra Ltd
Customer Support Associate, SME, Sr. Associate
05.2021 - 10.2023
- Started as a Customer Support Associate and was promoted to SME within a year, managing 15-20 batches of 20-25 people.
- Maintained performance scores and reported them to operations, ensuring that new batches were production-ready.
- Promoted to Sr. Associate, handling complaint calls and escalations, resolving issues while aligning with business goals.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
Go Air Limited (Lucknow)
Trainee Technician (Internship)
08.2020 - 01.2021
- Worked as an "On-Job Trainee" in the Line Maintenance Division to perform transit inspections, daily inspections, snag rectifications, and routine maintenance tasks on the Airbus A320-214.
- Assisted senior technicians in complex troubleshooting tasks for improved system functionality.
- Streamlined workflow processes by maintaining a clean, organized, and safe work environment.
- Expanded technical skillset through continuous learning and applying new techniques in daily tasks.
- Ensured adherence to safety protocols during all repair and maintenance procedures, minimizing accidents or injuries.
- Proactively identified potential problems with equipment through regular inspections, preventing future malfunctions or breakdowns.
Education
Pursuing BBA - Communications And Operations Management
Amity University
04.2001 -
Aircraft Maintenance Engineer (AME) -
Indira Institute of Aircraft Engineering
Pune01.2021
Higher Secondary Certificate (HSC) -
Camp Education Society's Junior College
Pune01.2017
Secondary School Certificate (SSC) -
Ornellas High School
Pune, India01.2015
Skills
Balancing business needs in empathetic customer service
Proficient in MS Office applications
Customer service expertise
Effective team contributor
Strategic team guidance
Client retention initiatives
Customer-oriented
Software
AWS
Power BI
Interests
Bike Rides
Gaming
Playing Cricket
Timeline
Exl Services Pvt Ltd
Executive
06.2024 - Current
Radius Global Solutions
Sr. Associate Debt Collector
12.2023 - 05.2024
Tech Mahindra Ltd
Customer Support Associate, SME, Sr. Associate
05.2021 - 10.2023
Go Air Limited (Lucknow)
Trainee Technician (Internship)
08.2020 - 01.2021
Pursuing BBA - Communications And Operations Management
Amity University
04.2001 -
Aircraft Maintenance Engineer (AME) -
Indira Institute of Aircraft Engineering
Higher Secondary Certificate (HSC) -
Camp Education Society's Junior College
Secondary School Certificate (SSC) -
Ornellas High School