Chirag P.
Profile Summary
-Proven track record with more than7+ years in resolving and reducing customer complaints and meeting customer service level agreements.
- Software user: Citrix, Avaya, Erp, Amdocs, Siebel, Aircall, CallHippo, Halo, Again, Livestream, CDRN, EThoca, and more.
-Successfully implemented a new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels.
Expertise
Customer Support
> 5 Year Experience5/5
Employment History
Senior Subject matter Expert
- Customer Retention / Sales / Enterprise / Upgrade /Credit.
Resolved customer service issues using company processes and policies and provided updates to customers.
Escalated issues to proper supervisors when standard processes were not effective.
Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Maintained up-to-date knowledge of product and service changes.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Senior Customer Service Associate
Maintaining Client Requirements.
Understanding of customer service practices
Analyzing data
Experience working in a call center environment
Knowledge of call center tracking systems
The role is to ensure a business' customers receive outstanding support and all their needs are met.
Creating policies and procedures for their staff. Handling team size up to 20. Include reviewing applications, conducting interviews, processing new hire paperwork, and providing on-the-job training or mentoring to new employees.
Standardized performance metrics are established to ensure all employees are judged by the same measurements and criteria.
I have monthly or quarterly metric reviews of their entire staff. Providing consultation and solutions to poor-performing staff members is also part of their job.
Education
Masters of Finance
Languages
English
Full Professional Proficiency
