Pradum Shrivas
Gwalior,India
Summary
Highly motivated and customer-focused Process Executive – Voice with 1 year of experience in International Calling roles within Technical Support and Customer Service Operations. Proven ability to handle complex customer interactions efficiently while ensuring high levels of satisfaction. Adept at troubleshooting technical issues, providing clear resolutions, and maintaining service quality in a fast-paced ITES/BPO/KPO environment. Strong communication and problem-solving skills, with the flexibility to work across rotational shifts and adapt to dynamic business needs. Committed to delivering excellence in customer support and process optimization.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Content Moderator
Freelancer
07.2023 - 01.2024
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Streamlined moderation processes by implementing effective content filtering tools and techniques.
- Ensured a consistent application of moderation standards across all categories, reducing discrepancies in enforcement actions taken against violators.
Education
Bachelor of Science - Mathematics
Govt Adarsh Science College
Gwalior06-2023
Skills
- Client Assistance
- Effective Listening Abilities
- Data-Driven Problem Analysis
- Client Satisfaction Evaluation
- Client Relationship Management
- Standards Implementation Oversight
- Quality Assurance Oversight
- Business Growth Initiatives
- Skilled in Microsoft Office Tools
- Client Engagement
Critical analysis
Content development
Content management
Attention to detail
Planning and coordination
Certification
Equity Stock Market [Indian Institute of Management Bangalore]
Jan 2024
Timeline
Customer Service Representative
Teleperformance
03.2024 - Current
Content Moderator
Freelancer
07.2023 - 01.2024
Bachelor of Science - Mathematics
Govt Adarsh Science College
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