Thakur Rajeev Singh
Hyderabad,Telangana
Summary
Solution-focused Customer Service Analyst dedicated to maintaining satisfaction through fast, knowledgeable assistance. Versed in Customer Service processes and ways to resolve different issues. Careful to fully document encounters and give accurate information. Diligent professional with vast experience in managing complex requests and resolving complaints. Excellent customer service skills. Dedicated to address needs of customers and provide excellent service.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Analyst
Dell Technologies
Hyderabad, India
02.2016 - Current
- Take ownership for driving best customer experience.
- Regular case reviews to ensure that the team is proactive in customer engagement.
- Provides feedback to agents to improve Resolution and CSAT.
- Drive backlog management to keep backlogs at bare minimum through timely follow-ups.
- Ability to handle executive escalations and work towards proactive actions to eliminate high level escalations.
- Understands and keeps up-to-date on current policies and procedures.
- Responsible for end to end solutions for post-sales service to customers.
- Driving and ensuring a high level of agent productivity and ensuring queue hygiene.
- Cross functional engagement with Sales, Technical Support, Logistics, Finance Team and other critical partners to ensure timely issue management.
- Provides training/coaching about policies and procedure.
- Ensure agents received proper feedback in regard to service request worked and CSAT comments per week.
Senior Customer Care Associate
Dell Technologies
Hyderabad, India
08.2010 - 12.2012
- To be the Customer’s Advocate, ensuring complex issues dealt quickly and effectively while managing the customer’s expectations.
- Responding and resolving customer queries through multiple communications channels. Increasing customer satisfaction and building loyalty through providing best in class personalized customer support.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
Customer Support Professional
SITEL India
Hyderabad, India
08.2007 - 08.2010
- Handling change of address request from the customer for Pitney Bowes US Process.
- Call every customer and verify the address information.
Education
Craftmanship Course in Food Production - Food Production
Institue of Hotel Management
Hyderabad 07.2003 - 01.2005
Intermediate (Class 12) -
New St. Joseph’s Junior College
Hyderabad 06.2000 - 03.2002
Skills
- Report generation
- Order fulfillment
- Quality control
- Call Centre experience
- Shipping and receiving
- Stock management
- Customer relations
- Data entry
- Fast learner
- Time management
- English Lower Typewriting from Board of Technical Education
Languages
English
Fluent
Hindi
Fluent
Timeline
Customer Service Analyst
Dell Technologies
02.2016 - Current
Senior Customer Care Associate
Dell Technologies
08.2010 - 12.2012
Customer Support Professional
SITEL India
08.2007 - 08.2010
Craftmanship Course in Food Production - Food Production
Institue of Hotel Management
07.2003 - 01.2005
Intermediate (Class 12) -
New St. Joseph’s Junior College
06.2000 - 03.2002
Similar Profiles
Ashish U HonnavarAshish U Honnavar
Advisor, Service Project/Program Manager at Dell International Services Ltd. / Dell TechnologiesAdvisor, Service Project/Program Manager at Dell International Services Ltd. / Dell Technologies
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
Najnin ShaikhNajnin Shaikh
Quality and Standards Auditor (Sr. Sales Operations Specialist) at SA Technologies Inc, Dell TechnologiesQuality and Standards Auditor (Sr. Sales Operations Specialist) at SA Technologies Inc, Dell Technologies