ESCLATION SPECIALIST:  •  Onsite Electro Services Private Limited

February 2023 - Present

▪Served customers by taking telephone, fax, and e-mail orders, providing information.
▪Closely work on CSAT/DSAT and NPS score
Monitored production and respective results of the team oversees the incoming call queue and
Tracks calls, call volumes, customer wait times, and escalated calls or customer complaints, etc.
▪Coordinated and supervised the daily activities of the team, and sets priorities and goals for the
team, such as periodic objectives, key milestones, performance metrics and standards, etc.
▪Providing solution to Vijay sales store manager and team, if any kind of store complaint or
escalations.
▪Managed a call center that consisted of inbound and outbound representatives by setting goals,
monitoring calls, handling performance reviews, and coaching staff to improve customer service
and increase productivity.
▪Observed calls to ensure proper quality and productivity offering employee coaching and
development when necessary.
▪Coordinating with multiple brands service managers and team to resolve customer escalation.
▪Take on time decisions and exceptions.
▪ Share the new ideas to improve processes and service quality.
▪Responsible for maintaining goodwill between business organizations for Sprint customers.
▪Ensured superior customer experience by addressing customer concerns, demonstrating
empathy, and resolving problems on the spot.
▪Managed a wide variety of customer service and administrative tasks to resolve customer issues
quickly and efficiently.
▪Investigated and resolved customer inquiries and complaints in an empathetic manner.
▪Met all customer call guidelines including service levels, handle time and productivity.
▪Directed calls to appropriate individuals and departments.
▪Completes hands-on, managerial, and administrative tasks with regards to customer service,financial analysis, collections, billing, and monitoring of team and departmental goals.
▪Assists customers through negotiation and settlement agreements and the development of
Appropriate solutions are used for customer satisfaction.
▪Improves employee morale through the integration of team contests, and the clear establishment and presentation of goals for department standards.
▪Evaluates and facilitates the handling of delinquent and collectible accounts.
▪Maintains professionalism and confidentiality when resolving escalated customer issues.
▪Managed and resolved customer complaints and requests while maintaining excellent professional standards according to company policies and procedures.
▪Handling CEO Level Escalations with Customer Satisfaction.
▪Handling Social Media Escalations with Customer Satisfaction.
▪Service Delivery Management for Home Appliances-West & Central Delhi
▪Strategic Network & Process Planning
▪Managing Repairs through Authorized Service Centers.
▪Service Network Expansion & Management
▪KPI Management, Operation Management.
▪Workforce Management Developments.
▪ASP Agreement, Payments and Invoicing Management.
▪Managing customer NPS scores on successful claim closures.