Summary
Overview
Work History
Education
Skills
Timeline
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Soham Chauhan

Summary

Experienced Customer Service Professional adept at managing inbound and outbound communications, with strong skills in MS Office, CRM software, and conflict resolution. Proven ability to build and maintain customer relationships through effective communication and active listening. Efficient in handling complaints and emergencies, promoting team collaboration, and driving customer satisfaction through creative problem-solving. Skilled in multitasking and leveraging technical knowledge for operational efficiency.

Overview

4
4
years of professional experience

Work History

CSR

Concentrix
02.2024 - 08.2024
  • Set performance expectations for the team, monitor progress towards goals, and provide constructive feedback as needed.
  • Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
  • Utilized CRM software, such as Salesforce and TCS, to manage customer accounts and track service interactions, resulting in improved customer satisfaction and retention.
  • Leveraged live chat support tools to assist customers in real time, enhancing overall customer experience, and maintaining high customer satisfaction scores.

Lead CSR

Teleperformance
11.2022 - 03.2024
  • Developed customer relationships through effective communication skills.
  • Handled escalated customer complaints with professionalism and empathy.
  • Used time management and adaptability skills to prioritize and run multiple task while managed approximately 50 incoming calls, emails and faxes per day from customers.
  • Collaborated with cross-functional teams to identify root causes of issues faced by customers during their interactions with us.

Customer Service Representative

Tilley Endurables
11.2020 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Promptly responded to inquiries and requests from prospective customers.
  • Streamlined call center processes for improved efficiency and reduced wait times.

Education

BBA - Project Management

York University
Toronto, ON
04.2024

Skills

  • Multitasking
  • Inbound and Outbound Calling
  • Active Listening & Problem-Solving
  • CRM Software/ Computer Proficiency
  • Conflict/Complaint Resolution
  • MS Office/ microsoft office
  • Live chat support
  • Teamwork and Collaboration
  • Inbound/Outbound Calling
  • Customer engagement/ empathic listening
  • Friendly, professional and Positive Attitude

Timeline

CSR

Concentrix
02.2024 - 08.2024

Lead CSR

Teleperformance
11.2022 - 03.2024

Customer Service Representative

Tilley Endurables
11.2020 - 12.2022

BBA - Project Management

York University

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Soham Chauhan