Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Websites
Interests
Timeline
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VASISTHA PATEL

VASISTHA PATEL

Dubai

Summary

Customer Service Professional with 7+ years of experience in call center operations, client relationship management, and sales support across the automotive and service industries. Skilled in handling escalations, complaint resolution, upselling, and delivering superior customer experiences. Known for strong communication, problem-solving, and the ability to work effectively under pressure. Adept at using CRM tools to streamline workflows and meet SLA, KPI targets.

Overview

10
10
years of professional experience

Work History

Call Centre/DPDS

Thrifty Car Rental
03.2022 - Current
  • Oversaw high call volumes and client inquiries, balancing both service quality and operational efficiency.
  • Generated new sales opportunities by proactively identifying customer needs and recommending suitable rental solutions.
  • Built and maintained long-term client trust and loyalty through transparent communication and relationship management.
  • Ensured accuracy and compliance in data-sharing processes with Dubai Police, maintaining regulatory standards.
  • Supported team performance by mentoring new colleagues on call-handling techniques, CRM usage, and sales strategies.
  • Tracked daily reports, email correspondence, and operational metrics, ensuring team targets and service benchmarks were met.
  • Took ownership of escalated customer complaints, delivering quick resolutions, and effective follow-ups to enhance satisfaction.
  • Collaborated with management to improve call center workflows, optimize sales conversion rates, and strengthen service delivery.

Sr. Customer Service Executive

Teleperformance PVT. LTD(INDIA)
10.2015 - 11.2018
  • Managed escalations and dispute resolutions, ensuring SLA adherence and customer satisfaction.
  • Acted as a point of escalation for complex cases, guiding peers in providing accurate solutions.
  • Supported team quality improvements by monitoring calls, sharing feedback, and driving process adherence.
  • Mentored and trained new hires on customer service standards, complaint handling, and compliance protocols.
  • Contributed to achieving First Call Resolution (FCR) targets (8%) and consistently met Net Promoter Score (NPS) benchmarks.
  • Ensured data security and compliance in every interaction, setting an example for team best practices.
  • Helped streamline workflows and shared insights with management to improve service efficiency and customer experience.

Education

Diploma in Motor Mechanic -

St. Francis Institute of Technology
Mumbai
01.2014

Higher Secondary Certificate - Commerce

Mumbai University
Mumbai
01.2010

Secondary School Certificate -

Maharashtra State Board
Mumbai
01.2008

Skills

  • Customer service & Client relations
  • Complaint Resolution & Escalation Handling
  • Process Improvement & Quality Assurance
  • Call Center Operations & Performance Management
  • Sales Support & Upselling
  • Clear Communication Skills & Listening Skills
  • Problem-Solving & Decision Making
  • Adaptability & Positive Attitude
  • Teamwork & Leadership Support

Languages

  • English
  • Hindi
  • Marathi
  • Gujarati

Personal Information

Date of Birth: 02/17/93

Websites

Interests

  • Passion for cars and bikes, with a keen interest in modifications and customization
  • Exploring the latest trends in automobiles, gadgets, and technology through online research
  • Traveling and discovering new places

Timeline

Call Centre/DPDS

Thrifty Car Rental
03.2022 - Current

Sr. Customer Service Executive

Teleperformance PVT. LTD(INDIA)
10.2015 - 11.2018

Diploma in Motor Mechanic -

St. Francis Institute of Technology

Higher Secondary Certificate - Commerce

Mumbai University

Secondary School Certificate -

Maharashtra State Board

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