Alok Pandey

Customer Service Representative

Message

Intro

Pune, India

Customer Service Representative at Tech Mahindra

Studied Management Studies at University of Mumbai

Outsourcing/Offshoring

Joined December 21, 2022

Skills

Languages

English

Fluent

Hindi

Native or Bilingual

Marathi

Advanced

Gujarati

Intermediate

About

Caring and friendly customer service professional with 2+ years of experience in telephonic customer service, including sales, tech support, and customer care. Well versed with major customer service software's, conflict resolution with positive attitude. Aiming to use my proven skills effectively fill the role in your company.

Experience

Tech Mahindra

Jun 2020 – Present

India

Customer Service Representative

- Handled 50+ calls daily from UK customers with duties including resolving customer grievances, retrieving customer data, presenting relevant product information and cancelling services. - Provided basic technical support for client on a wide range company products, resolving issues at 90% rate. - Effectively handled phone queue and supported the department with inbound phone calls. - Guided new employees in the processes, entering customer data, and organizing customer interaction logs. - Received an average 85% customer satisfaction rate, 15% higher than the company average. - Leverage sales expertise to cross-sell various offerings and promotions of the company. - Monitored call for the team to check for discrepancies and provide optimal and timely feedback, adhering to Quality Control processes. - Participated in over time for the team during peak hours.

Education

University of Mumbai

Jun 2006 – Jun 2009

Bachelors of Management Studies (BMS), Management Studies