Summary
Overview
Work History
Education
Skills
Projects Worked
Administrative Skills
Knowledge Of Work Applications And Softwares
Skills And Knowledge Qualifications
Contact
Personal Information
Passport Expiry
Languages
Timeline
Generic
Pratik Sudhir Panchal

Pratik Sudhir Panchal

Dubai,UAE

Summary

To excel and step up in a career in Office Administration / Customer Service that would enable me to utilize and master my education and skills and at the same time acquaint myself with new techniques and information that would aid my growth and allow me to contribute to the company.

Overview

12
12
years of professional experience

Work History

Call Centre Team Leader/Assistant Customer Service Supervisor

Emirates Driving Institute
09.2014 - Current
  • Team Leader Supervision & Customer support in Call centre Department
  • Monitor the day-to-day activities of the call center employees
  • Help hire, train, onboard, and coach employees
  • Motivate call center employees to focus on excellent patient satisfaction by handling complaints, answering questions
  • Answer call center employees’ questions regarding best practices or dealing with difficult patients
  • Help lead all training and onboarding initiatives; create all training materials and shadow clinic staff to ensure a thorough understanding of clinic processes
  • Train staff on the key aspects of each department and clinic to assist patients without transferring calls
  • Understand the intricacies of the daily duties of call center employees to be able to assist in absences
  • Ensure daily policies and procedures are being adhered to continuously
  • Work with the management team to support employees and maximize customer satisfaction
  • Handling website emails, chats & call backs
  • Obtain possible customer leads
  • Help collect and analyze call-center statistics (customer service metrics, etc.) to assist management as they determine call center goals
  • Monitor and improve telephone handling and other procedures
  • Help oversee Call Center agents working in-person and remotely
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Monitor and improve ordering, telephone handling and other procedures
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

Customer Service Officer

Just Dial Ltd
12.2012 - 05.2014

Education

Bachelor’s Degree - Commerce {B. Com}

Mumbai University
03.2012

Skills

  • Proper phone etiquette
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities

Projects Worked

Sharjah Driving Institute and Fujairah National Driving Institute, Took knowledge of the file opening process and training schedule for all the training & testing vehicles., Gathered information about the licensing process through Traffic department and Ministry of Interior., Developed an information portal for the company to exercise on day to day transactions.

Administrative Skills

  • Opening traffic file in RTA and registration for applying driving license
  • Verify and scrutinize all the documents to determine the eligibility for opening file
  • Generate customer inquiry and leads to follow up for future date
  • Allocating cash and preparing daily receipt denomination
  • Scheduling students driving classes and allocating suitable instructors
  • Booking the required test of the students
  • Issuing clearance after passing the final test to get the license
  • Generate customer registration report to get details of business inflow

Knowledge Of Work Applications And Softwares

  • Genesys & Sprinklr: Cloud-based and on-premises customer experience and contact center software (Emails, Chats & Calls)
  • Avaya: Enabling businesses to draw multi-platform call centers to multimedia, multi-site contact centers
  • Genio: Search and database engine

Skills And Knowledge Qualifications

  • Proper phone etiquette
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities

Contact

+971557853590, +971544470838, pratikpanchal102@gmail.com, pratik00707@gmail.com

Personal Information

  • Place of Birth: Mumbai
  • Passport Number: L6139341
  • Date of Birth: 03/18/91
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married
  • Visa Status: Employment visa

Passport Expiry

01/14/24

Languages

English
Full Professional
Hindi
Full Professional

Timeline

Call Centre Team Leader/Assistant Customer Service Supervisor

Emirates Driving Institute
09.2014 - Current

Customer Service Officer

Just Dial Ltd
12.2012 - 05.2014

Bachelor’s Degree - Commerce {B. Com}

Mumbai University
Pratik Sudhir Panchal