Abhishek Verma
Mumbai
Summary
Knowledgeable and dedicated customer service with extensive experience. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Worked as an SME(Subject Matter Expert) on behalf of Team Leader I used handled the team of 15-18 Members. Used to check the chat flow, response time and helped team whenever required regards to any query related product.
Overview
10
10
years of professional experience
Work History
Deputy Manager
HDFC Bank
Andheri, India
09.2023 - Current
- Improved operational efficiency by streamlining processes and implementing best practices.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Created personalized responses based on specific customer needs, leading to higher levels of satisfaction.
- Coordinated with other departments as needed to ensure comprehensive issue resolution for customers via email support channels.
- Enhanced customer satisfaction by addressing issues promptly and implementing service improvements.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
Data Recovery Associate (Technical Support)
Stellar Information Technology Pvt. Ltd.
Gurugram
03.2023 - 09.2023
- Analyzed issues to identify troubleshooting methods needed for quick solution.
- Offered remote access via phone, email and chat to resolve the issues.
- Recorded and maintained relevant notes for each client.
- Assisted customers in identifying issues and explained solutions to recover data and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Proven ability to learn quickly and adapt to new situations.
Senior Customer Support Executive
Eduonix Learning Solution
06.2020 - 03.2023
- Asked open-ended questions to determine which products or services would be the best fit for the customer's needs.
- Assisted customers related to programming courses.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
Outbound Retention Verifier
Teleperformance DIBS ( One Assist OB Verifier)
10.2019 - 05.2020
- Handled calls to address customer inquiries and concerns.
- Take confirmation from the customer for the continuation of the plan.
- When required use to upload the data on the portal for out callings.
Senior Customer Service Associate
Teleperformance DIBS (One Assist Chat Process)
02.2017 - 09.2019
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Handled high-volume chat flow.
- Explained plan details about the product and claim process.
- Followed up with customers about claim-related issues.
- Documented all customer information accurately in the computer system, providing dated notes for future reference.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Worked closely with each customer to carefully resolve issues in a timely.
- Trained new advisor regards to chat process and product.
- Provided backup support for the team when required.
Customer Service Associate
Teleperformance DIBS(One Assist IBVoice Process )
08.2016 - 02.2017
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Responded to customer requests for products, services and company information.
- Managed timely and effective replacement of damaged product.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Eureka Outsourcing Solution
09.2015 - 12.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Provided information to customers regarding product order status.
- Responded to customer requests for products, services and company information.
Education
SSC
G.S.S English High School
Thane03.2010
HSC
G.S.S Higher Secondary School
Thane03.2012
Bachelors in Computer Application (KSOU) - Bachelors in Computer Application
St.Angelo's Computer Education Institute
Thane2015
Skills
- Staff education and training
- Issue escalation
- Report preparation
- Customer services
Timeline
Deputy Manager
HDFC Bank
09.2023 - Current
Data Recovery Associate (Technical Support)
Stellar Information Technology Pvt. Ltd.
03.2023 - 09.2023
Senior Customer Support Executive
Eduonix Learning Solution
06.2020 - 03.2023
Outbound Retention Verifier
Teleperformance DIBS ( One Assist OB Verifier)
10.2019 - 05.2020
Senior Customer Service Associate
Teleperformance DIBS (One Assist Chat Process)
02.2017 - 09.2019
Customer Service Associate
Teleperformance DIBS(One Assist IBVoice Process )
08.2016 - 02.2017
Customer Service Representative
Eureka Outsourcing Solution
09.2015 - 12.2015
SSC
G.S.S English High School
HSC
G.S.S Higher Secondary School
Bachelors in Computer Application (KSOU) - Bachelors in Computer Application
St.Angelo's Computer Education Institute
Listening Music
Music is one of the most important and powerful things in my life. Listening to and playing different tunes helps me to de-stress, relax and it can also help to motivate me in trying times.