ABHISHEK KOTWAL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking and Travel industry. Solid team player with 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.
Overview
8
8
years of professional experience
Work History
Client Service Representative
CIBC
06.2023 - Current
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed a high volume of cash and check transactions while adhering to security and compliance standards.
- Conducted currency and coin exchanges for business and individual customers.
- Acted as a point of contact for customers seeking information on account statements, account balances, and account-related issues.
- Collaborated with team members to ensure smooth branch operations and contribute to a positive working environment.
- Cross-sold credit cards, loans and other bank products.
Team Member
Tim Horton's
02.2023 - 06.2023
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Worked different stations to provide optimal coverage and meet production goals.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
Customer Service Representative
Maps
06.2022 - 09.2022
- Handling Overflow call service.
- Handling Billing disputes for the hospitals.
- Assisted patients in making and rescheduling appointments.
- Taking emergency messages from the patients for the hospitals.
- Dispatching messages to the dispatcher promptly.
- Booking Hotel Reservations for the guests.
Sales Associate
Best Buy
06.2021 - 10.2021
- Provided primary customer support to internal and external customers with membership plans for Virgin Mobile and promoting protection plans, Audio speakers, and Google home security.
- Handling billing disputes related to consumer bills.
- Solved customer challenges by offering relevant products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
Senior Customer Service Representative
Mahindra Holidays
10.2017 - 04.2021
- Supervised the sales team for acquisition, client feedback, and upselling and managed escalations and grievances.
- Acted as the single point of contact (SPOC) for the on- board customer right from handling CRM to tracking receivables, completion of documentation, and feedback.
- Worked closely with the creative and technical teams to develop various brand communication collaterals.
- Successfully handled occupancy, client engagement & retention, operations, and execution.
Senior Customer Service Executive
Cleartrip.com
12.2015 - 10.2017
- Majorly responsible for vendor management and communication regarding availability, future inventory, and special orders.
- Expertise in handling B2B clients and maintaining customer satisfaction.
- Handled escalations with forward-thinking strategies and resolve concerns in the quickest turnaround time.
- Acted as a substitute in the absence of TL to handle the team, escalations, and conduct one-on-one coaching sessions.
Education
Post-Baccaleurate Diploma - Supply Chain Management
Cape Breton University
Sydney, NS12.2022
Bachelor of Commerce -
ANNAMALI UNIVERSITY
MUMBAI05.2018
Skills
- File Management
- Service Recommendations
- Account Management
- Client Relations
- Payment Processing
- Order Processing
- Sales Quota Achievement
- Salesforce CRM
- Account Updating
- Service Upselling
- Sales Transactions
- Complaint Resolution
- Microsoft Office
- Sales Expertise
- Financial Knowledge
- Client Interactions
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Client Service Representative
CIBC
06.2023 - Current
Team Member
Tim Horton's
02.2023 - 06.2023
Customer Service Representative
Maps
06.2022 - 09.2022
Sales Associate
Best Buy
06.2021 - 10.2021
Senior Customer Service Representative
Mahindra Holidays
10.2017 - 04.2021
Senior Customer Service Executive
Cleartrip.com
12.2015 - 10.2017
Post-Baccaleurate Diploma - Supply Chain Management
Cape Breton University
Bachelor of Commerce -
ANNAMALI UNIVERSITY
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