Shubham Pundir
Escalation Expert
Gurgaon
Summary
Knowledgeable and dedicated customer service professional with extensive experience in finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Executive
SBI CARDS
03.2015 - Current
- Expertise to Resolve Customer Escalations
- Handling customer escalation at CEO level.
- Refer unresolved customer grievances or special requests to designated departments for further investigation
- Develop and maintain relationship which is beneficial for client
- Overcome client resistance/objections to products
- Ensuring timely and professional responses to all complaints, requests and queries received enabling satisfaction of customer.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Established performance goals for department and provided methods for reaching milestones.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Escalated customer issues to management for appropriate action to be taken.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
Education
Post-Graduation - M.B.A - Finance
Jaipur National University
08.2017 - 05.2019
BCA - Computer Science
Rudra Institute of Technology
07.2011 - 05.2014
Skills
Hard Working and Flexibleundefined
Timeline
Post-Graduation - M.B.A - Finance
Jaipur National University
08.2017 - 05.2019
Senior Executive
SBI CARDS
03.2015 - Current
BCA - Computer Science
Rudra Institute of Technology
07.2011 - 05.2014
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