Prachi Shirishkar

• Served on average 200 customers per morning shift with efficiency and a positive attitude. Remembered repeat orders to enhance customer service experience.
• Resolved customer complaints empathetically and effectively, offering remakes or product substitutions to ensure satisfaction.
• Operated POS system to record orders, accept payments (cash, debit, credit), apply promotions, and process refunds with accuracy and discretion.
• Ensured food safety and allergen control by timely sanitation of high-contact areas. Also, maintained accurate documentation for temperature logs and product labeling.

Accomplishments:

• Boosted weekly sales by 15% through effective cross-selling strategies, recommending complementary products to increase average purchase value.
• Trusted by management to train 5 new team members, resulting in a 25% boost in customer satisfaction through improved service quality and team cohesion.

• Led a strong team of 12 associates across phone, email, chat, and social media channels for Canada, Australia, NZ, and the UK.
• Handled 300–350+ daily tickets with SLA adherence and maintained a 92% CSAT score across all platforms.
• Took full ownership and resolved escalated customer issues with empathy and efficiency, reducing escalation rates by 18% and strengthening long-term customer loyalty.
• Optimized shift schedules for global coverage across multiple time zones reducing agent idle time by 12%.
• Collaborated with brand teams to launch initiatives like first-time shopper, flash, and seasonal offers, driving increased online engagement and sales.
• Ensured accuracy in managing refunds, and order fulfillment logs, supporting audit readiness and preventing transactional discrepancies.

• Carefully Resolved streaming and device issues (Smart TVs, ROKU, Firestick) via phone and email for UK and NZ users.
• Logged all interactions in CRM to track issues and support timely follow-ups.
• Skillfully de-escalated customer concerns, restoring satisfaction and loyalty.
• Diagnosed technical problems using probing questions and delivered clear solutions.
• Maintained current knowledge of returns, warehouse details, and promotions.
• Led weekend engagement activities to boost team morale and collaboration.