Yogesh Rane
Mumbai
Summary
Customer Service Specialist with strong multitasking abilities in high-pressure environments. Proven expertise in resolving escalated customer issues and enhancing client satisfaction through effective communication and CRM skills. Demonstrated success in team collaboration to achieve organizational goals and improve service delivery. Proficient in utilizing various computer systems to streamline processes and support customer needs.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
Hapag-Lloyd Quality Service Centre
Mumbai
03.2023 - Current
- Served as primary contact for escalated customer issues requiring immediate attention.
- Maintained up-to-date knowledge of products, services, pricing, and promotions.
- Collaborated with sales and IT departments to improve customer service operations.
- Performed quality assurance checks on agent calls to ensure response accuracy.
- Facilitated customer payments and established payment plans to bring accounts current.
- Resolved complex customer issues by assisting staff and implementing targeted solutions.
- Reviewed employee performance, providing feedback and coaching for continuous improvement.
- Analyzed call center data to identify trends and recommend actionable solutions.
Customer Service Supervisor
Hapag-Lloyd Quality Service Centre
Port Louis
11.2021 - 02.2023
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Trained new customer service representatives on company policies and procedures.
- Maintained accurate records of customer interactions for future reference.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Assisted in developing training materials for new hires as well as existing employees.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Managed team of customer service representatives to ensure high-quality support.
- Monitored phone calls to promote better service and provide feedback.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Education
B. com -
Mumbai University
Two Years Master Diploma - Hardware and Networking
CAT Education
Skills
- Team supervision and workflow improvement
- Data analysis and reporting
- Relationship management with service providers and customers
- Verbal and written communication
- Organizational and interpersonal skills
- Self-directed work ethic
- Team collaboration and motivation
Applications
- Ms-Office (Excel, Power Point, Word)
- DTP
- Dbase
Personal Information
- Father's Name: Ashok Baji Rane
- Date of Birth: 02/13/88
- Nationality: Indian
- Marital Status: Married
Languages
Marathi
First Language
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Timeline
Customer Service Manager
Hapag-Lloyd Quality Service Centre
03.2023 - Current
Customer Service Supervisor
Hapag-Lloyd Quality Service Centre
11.2021 - 02.2023
B. com -
Mumbai University
Two Years Master Diploma - Hardware and Networking
CAT Education
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