Tanmay Shukla
Sr. Customer Service/Escalation Executive
Lucknow
Summary
To secure, a challenging and rewarding position in office administration, utilize my knowledge and skills to contribute for organizational development and develop myself as a good professional with people oriented organization and to get an opportunity to accomplish the challenging goals.
Overview
13
13
years of professional experience
2018
2018
years of post-secondary education
2
2
Languages
Work History
Senior Customer Service Executive
Concentrix
09.2021 - 02.2025
- To Provide a proactive customer care service in a professional and courteous manner to the allocated clients
- Access electronic cataloging system to look up product information
- Interpreting client data, escalating queries and seeing these through to a resolution
- Strive for quick complain resolution, commended by the supervisor for the ability to resolve problems on the first call and avoid escalation of issues
- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds
Escalation Specialist
Hexaware Technologies Ltd.
02.2021 - 08.2021
- To manage complaints and escalations from clients and customers for the organization
- Respond to customers through all the social media handles of the company
- Co-ordinate with the other departments for swift resolution of complaints
- Keep a track of all the updates being rolled out by the Embassies in order to provide accurate information to customers
ORM Executive
Reliance Jio Infocomm Ltd
02.2020 - 02.2021
- Assist customers with their queries across all official social media handles of JIO
- Instrumental in connecting with multiple teams to sustain an engaging customer experience and to increase customer satisfaction
- Research and analyse social media trends, highlight them as and when required
- Help customer with all account related information and ensured swift and speedy redressal of any complaints or query
Senior Associate
WNS Global Services
03.2013 - 12.2014
- Handling customers query over emails, pertaining to their gas and electricity account
- Promoting energy efficiency products to customer and insuring maximum lead conversion ratio through cold calls
- It involved updating customer information, giving detailed information about the best available tariffs
- Also, include system actions on SAP which involved registering the account on the best tariffs, calculating the difference it would result
- Updating their meter reading/billing the accounts /simulated billing/ rebilling over correct reading/ setting up Direct Debit plans etc
- On boarding customers on the best tariffs
- Contacting customers to upsell/cross sell relevant product which suits their requirements
CUSTOMER SERVICE ADVISOR
ICICI Bank
06.2012 - 02.2013
- Handling customer's query over the call, pertaining to their credit cards account, give the detailed information of the features uses etc
- Up-selling/cross selling products like card upgrades, Personal Loans on credit card
- Cold calling the customers and tracking them through constant follow ups in order to close the lead at the earliest
- Engaged into hardcore selling of banking products over the call by constant pitching in order to increase the lead conversion ratio
- Keeping track of after sales services, in order to offer/sell any upgraded products that fits customer's requirements
Education
Diploma of Higher Education - E-Commerce
Welingkar Institute of Management
B. Com - Banking and Finance
R.J.College, Ghatkopar (w)
HSC - Commerce
Saket College of Education
SSC - undefined
Maharishi Vidya Mandir
Skills
MS-OFFICE certification from Simply learn
Personal Information
- Date of Birth: 03/06/91
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
Senior Customer Service Executive
Concentrix
09.2021 - 02.2025
Escalation Specialist
Hexaware Technologies Ltd.
02.2021 - 08.2021
ORM Executive
Reliance Jio Infocomm Ltd
02.2020 - 02.2021
Senior Associate
WNS Global Services
03.2013 - 12.2014
CUSTOMER SERVICE ADVISOR
ICICI Bank
06.2012 - 02.2013
B. Com - Banking and Finance
R.J.College, Ghatkopar (w)
HSC - Commerce
Saket College of Education
SSC - undefined
Maharishi Vidya Mandir
Diploma of Higher Education - E-Commerce
Welingkar Institute of Management
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