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Vibhor Bharuka
Customer Support Associate
Pune,Maharashtra
Summary
Hardworking Customer Service Representative with Six years of experience working with E-commerce, Airlines, Broadband products and Services and Automation. Trained in project and time management with extensive knowledge of Process development and proven multitasking abilities. Solid team player with proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of post-secondary education
6
6
years of professional experience
Work History
Automation Analyst
Wipro
Pune, Maharashtra
12.2019 - Current
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Assessed business needs and problem areas to create focused solutions like Development and Growth Area
- Documented procedures and business processes and shared information with appropriate stakeholders.
- Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
Customer Support Associate
Wipro Ltd
Pune, Maharashtra
03.2017 - Current
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and dialing outbound phone calls to the customer.
- Entered customer interaction details in in-house software to track requests, document problems and record solutions offered.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Operations Associate
WNS Ltd
Pune, Maharashtra
07.2016 - 01.2017
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Recommended Products and Services to customers, thoroughly explaining details. Researched company's in house software system for customer inquiries, product descriptions and specifications.
- Educated customers on promotions to enhance sales.
- Boosted sales revenue by skillfully promoting diverse Product and Service options.
- Regularly exceeded daily sales and product add-on quotas.
Customer Support Executive
Minacs LTD
Aurangabad, Maharashtra
09.2014 - 11.2015
- Recommended Products and Services to customers, thoroughly explaining details. Researched company's in house software system for customer inquiries, product descriptions and specifications.
- Educated customers on promotions to enhance sales.
- Answered broad variety of e-commerce inquiries.
- Answered constant flow of customer calls with up to 60 ~ 70 calls in queue per minute.
- Boosted sales revenue by skillfully promoting diverse Product and Service options.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Regularly exceeded daily sales and product add-on quotas.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
B.com - Commerce
Shiv Chhatrapati College Of Science And Arts
N3, Cidco, Aurangabad 06.2014 - 12.2015
Higher Secondary Certificate in Commerce - Commerce
SBES College Of Arts And Commerce
Aurangabad 06.2010 - 03.2012
Secondary School Certificate - Secondary School Certificate
Fatima Convent High School
Kannad 06.2000 - 04.2010
Professional Course - Charted Accountant
Institute Of Chartered Accountants Of India
India 01.2012 - 05.2014
Skills
Process improvement
Accomplishments
- Consistently ranked between 1st to 3rd every Quarter on Employee Stack
- Appointed as SME (Subject matter expert) for Flipkart process in the year 2015 and sent to new location (Pune) to set up and support new project of Flipkart.
- Appointed as SME (Subject matter expert) for telstra process in Wipro Ltd in the year 2018 and also presented with an opportunity to work and gain Experience as Assistant Team leader for a whole year.
- Received numerous Rewards and Recognition throughout the career.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Video Games
Fictional Novels
Web Browsing
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Automation Analyst
Wipro
12.2019 - Current
Customer Support Associate
Wipro Ltd
03.2017 - Current
Operations Associate
WNS Ltd
07.2016 - 01.2017
Customer Support Executive
Minacs LTD
09.2014 - 11.2015
B.com - Commerce
Shiv Chhatrapati College Of Science And Arts
06.2014 - 12.2015
Professional Course - Charted Accountant
Institute Of Chartered Accountants Of India
01.2012 - 05.2014
Higher Secondary Certificate in Commerce - Commerce
SBES College Of Arts And Commerce
06.2010 - 03.2012
Secondary School Certificate - Secondary School Certificate
Fatima Convent High School
06.2000 - 04.2010
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