UJJWAL JAIPURIAR
Delhi
Summary
Dedicated and results-oriented Senior Customer Service Representative with over 6years of experience in handling customer queries and resolving issues effectively. Skilled in managing customer complaints, providing appropriate solutions, and ensuring a superior customer experience. Seeking to apply my expertise and knowledge to contribute to organizational success while advancing my career in the customer service industry.
Overview
7
7
years of professional experience
Work History
Senior Associate - Customer Support
TechMahindra
NOIDA
06.2024 - Current
- Acting as the primary point of contact for customers, addressing inquiries, and resolving issues through the chat communication channel.
- Provided accurate information about products and services to ensure customer satisfaction and retention.
- Managed and responded to customer complaints, offering appropriate solutions and alternatives, resulting in a significant reduction in customer dissatisfaction.
- Consistently met and exceeded KPIs, including response time, resolution time, and customer satisfaction ratings.
- Mentored junior customer service representatives to improve team performance and service delivery.
- Maintained a professional demeanor while handling complex customer situations, ensuring a positive brand image.
Advisor - Customer Service
EXL service Pvt. Ltd
NOIDA
11.2021 - 10.2023
- Handled customer inquiries, providing detailed product information and troubleshooting assistance for issues related to services and products.
- Identified and escalated unresolved issues to senior management, and followed up to ensure they were resolved promptly.
- Documented all customer interactions and maintained accurate records of issues and resolutions.
- Collaborated with team members to ensure continuous improvement in service delivery.
- Played a key role in increasing customer retention through proactive engagement and issue resolution.
SENIOR ADVISOR - Customer Service/Technical Support Specialist
CONCENTRIX (earlier Convergys India Services Pvt. Ltd)
Gurugram
02.2018 - 04.2021
- Troubleshot customer inquiries related to software and hardware issues.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Assisted customers with installation of new hardware and software applications.
- Evaluated customer feedback to identify areas of improvement for the company's services.
- Participated in ongoing training sessions regarding new products and updates to existing ones.
- Assessed customer satisfaction levels throughout the interaction process.
- Provided technical assistance to customers through online chat support.
- Trained and mentored junior staff members on best practices related to the product.
Sales Associate – Customer Service
CONCENTRIX
Gurugram
09.2017 - 01.2018
- Ensured compliance with data protection regulations when handling customer information.
- Gathered customer feedback to suggest improvements for products and services.
- Processed orders accurately and efficiently according to established procedures.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Identified opportunities to upsell and cross-sell additional services when appropriate.
- Resolved customer complaints promptly and professionally.
Education
Bachelor of Science - Hospitality and Hotel Administration.
Institute of Hotel Management Catering Technology
Chennai, India08-2016
Higher Secondary - 12th -
D.A.V Alok Public School
Ranchi, India04-2013
Senior Secondary - 10th -
Gagan Bharti Public School
New Delhi, India04-2009
Skills
- Team supervision
- Performance monitoring
- Complaint management
- Training and mentoring
- Work estimates
- Product sales
- Dispute resolution
- Active listening
- Computer proficiency
- Customer relations
- Cultural awareness
- Service standard compliance
Accomplishments
- Rewarded & Recognized with Bravo Award for best associate for the quarter - Tech Mahindra.
- Honored as best team support for both processing training & operations - Concentrix.
Timeline
Senior Associate - Customer Support
TechMahindra
06.2024 - Current
Advisor - Customer Service
EXL service Pvt. Ltd
11.2021 - 10.2023
SENIOR ADVISOR - Customer Service/Technical Support Specialist
CONCENTRIX (earlier Convergys India Services Pvt. Ltd)
02.2018 - 04.2021
Sales Associate – Customer Service
CONCENTRIX
09.2017 - 01.2018
Bachelor of Science - Hospitality and Hotel Administration.
Institute of Hotel Management Catering Technology
Higher Secondary - 12th -
D.A.V Alok Public School
Senior Secondary - 10th -
Gagan Bharti Public School
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