Bhavesh Malvi
Richmond Hill,Ontario
Summary
Customer-focused professional with 5 of experience in providing exceptional service through chat and social media platforms. Proven ability to resolve issues efficiently and enhance customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Resolution Specialist
Vodafone
Ahmedabad, India
04.2018 - 05.2022
- Answered customer inquiries regarding product features, pricing plans and orders.
- Managed 60-70 customer inquiries daily via chat and social media channels.
- Provided technical assistance to customers through online chat or telephone support.
- Tracked and analyzed customer feedback to inform service improvements and product offerings.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
- Mentored junior team members and managed employee relationships.
- Maintained detailed records of customer interactions in a CRM system.
- Developed strategies to enhance customer interaction on social media platforms, resulting in a 60% increase in engagement.
Education
Bachelor of Commerce - Accounting And Finance
Monad University
Delhi, IN06-2016
Skills
- Communication Skills: Strong written communication skills for engaging with customers effectively in chat and on social media
- Problem Solving: Ability to quickly identify issues and provide solutions, ensuring a positive customer experience
- Multitasking: Proficient in handling multiple conversations simultaneously while maintaining quality service
- Social Media Proficiency: Familiarity with platforms like Facebook, Twitter, Instagram, and LinkedIn for customer interactions
- CRM Tools: Experience with specific CRM tools, eg, PACE, Nuance, dedicated citrix applications to manage customer inquiries and track interactions
- Conflict Resolution: Skilled in de-escalating situations and addressing customer concerns with empathy, patience and professionalism
Languages
English
Professional
Accomplishments
- Employee of the quarter award winner
Timeline
Customer Service Resolution Specialist
Vodafone
04.2018 - 05.2022
Bachelor of Commerce - Accounting And Finance
Monad University
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