Uday Deepak Aleti
Windsor,ON
Summary
seasoned customer service representative with a track record of effectively handling client communications and closing past-due accounts. adept at managing incoming and outgoing calls, settling payment terms, and keeping track of follow-up via email and phone. adept at handling calls-related administrative duties, guaranteeing smooth case administration. Customer support representative with a strong focus on customer service and over four years of expertise in contact centre operations. Able to address a wide range of client issues by phone, email, online chat, or social media. demonstrates excellent computer proficiency with Word, Excel, and web-based programmes. She also has a sharp eye for detail and provides excellent communication. combines critical and analytical thinking with multitasking to solve problems and create happy consumers.
Overview
3
3
years of professional experience
Work History
Customer Service Support Representative
Sutherland Global
2023.07 - Current
- Served clients by phone, email, and chat with timely, courteous service
- Addressed customer inquiries, resolved issues, and ensured a positive customer experience
- Developed a comprehensive understanding of company products and services
- Effectively conveyed product details to help clients make wise choices
- Analysed and fixed client concerns using strong problem-solving abilities
- When required, I worked with my teammates to escalate challenging problems and find effective solutions
- Accurately and thoroughly documented all contacts and resolutions with customers
- Collected data to identify typical client problems, aiding in the streamlining of procedures
- Supervised all client transactions to ensure adherence to business standards and procedures
- Kept up to date on modifications to products and policies to deliver correct data
- Shared best practices and information with fellow team members through collaboration
- Prioritized customer satisfaction by actively listening to customer needs and concerns
- Implemented feedback received from customers to enhance service quality
- Participated in team meetings and training sessions to enhance skills and product knowledge
- Handled multiple customer inquiries simultaneously while maintaining a high level of accuracy
- Managed time effectively to meet performance targets and service level agreements.
Customer Service Resolution Specialist
Tech Mahindra
2021.12 - 2023.05
- Managed outgoing and incoming calls to customers with past-due accounts, addressing delinquent cases promptly and professionally
- Effectively negotiated payment arrangements with clients over the phone, ensuring mutually agreeable solutions
- Demonstrated proficiency in English to provide clear and concise communication to a diverse customer base
- Maintained consistent telephone and email follow-up, ensuring timely resolution and customer satisfaction
- Leveraged exceptional negotiation skills to establish payment plans tailored to clients' financial situations
- Successfully resolved delinquent accounts within the stipulated 30-day timeframe, meeting company standards
- Utilized strong administrative skills to handle associated tasks, maintaining accurate and up-to-date records
- Collaborated with cross-functional teams to ensure a comprehensive approach to case resolution
- Applied active listening skills to understand customer concerns, addressing them with empathy and professionalism
- Effectively managed administrative tasks related to customer interactions, ensuring seamless case management
- Adapted communication style to suit individual customer backgrounds and preferences, enhancing engagement
- Leveraged a comprehensive understanding of the auto industry to facilitate informed and relevant discussions
- Conducted thorough research to stay informed about industry trends, regulations, and best practices
- Shared insights and strategies with colleagues for effective debt recovery and resolution techniques
- Effectively used customer relationship management (CRM) software for efficient case tracking and management
- Prioritized and organized tasks effectively, consistently meeting tight deadlines and targets
- Demonstrated resilience and composure in handling challenging conversations and high-pressure situations
- Contributed to team success through open communication, collaboration, and sharing of best practices
- Ensured accuracy in data entry and documentation, maintaining meticulous records of communication and negotiations
- Maintained a positive attitude even in challenging situations, upholding a professional demeanor and customer-centric approach.
Education
Master of Science - Business Management
St Clair College
Windsor, ON05.2023
Bachelor of Science - Computer Science Engineering
Gitam Uniiversity
Hyderabad,India12.2020
Skills
- Proficiently managed outgoing and incoming calls to resolve delinquent cases.
- Successfully negotiated payment arrangements with clients over the phone.
- Maintained consistent telephone and email follow-up to ensure timely resolution.
- Demonstrated strong administrative skills to complete associated tasks effectively.
- Utilized exceptional oral and written communication skills in English.
- Applied negotiation skills to establish mutually beneficial payment plans.
- Leveraged one year of customer service experience to excel in communication with clients.
- Possessed 2+ years of experience involving client interaction and negotiation.
- Demonstrated bilingual proficiency in English, enhancing customer interactions.
- Showcased in-depth knowledge of the auto industry, facilitating relevant discussions.
- Managed and resolved delinquent accounts within a 30-day timeframe.
- Expertly handled customer inquiries and concerns with professionalism and empathy.
- Collaborated with cross-functional teams to ensure comprehensive case resolution.
- Effectively prioritized and organized tasks to meet tight deadlines.
- Adapted communication style to cater to diverse customer backgrounds and preferences.
- Maintained accurate and up-to-date records of communication and negotiation details.
- Consistently met or exceeded targets for successful account resolution.
- Utilized strong problem-solving skills to address complex customer situations.
- Demonstrated resilience and composure when handling challenging conversations.
- Exhibited a customer-centric approach, prioritizing customer satisfaction in resolutions.
- Proficiently used customer relationship management (CRM) software for case management.
- Collaborated with colleagues to share insights and strategies for effective debt recovery.
- Excelled in a high-pressure environment, managing multiple tasks simultaneously.
- Applied active listening skills to understand customer concerns and motivations.
- Conducted thorough research to stay updated on industry trends and regulations.
- Efficiently managed administrative tasks related to customer interactions.
- Adapted to evolving company policies and procedures for optimized service delivery.
- Demonstrated proficiency in data entry and documentation accuracy.
- Consistently exhibited a positive attitude, even in challenging situations.
- Contributed to team success through effective communication and collaboration.
Projects
Automated Customer Communication Enhancement, As part of my role as a Customer Service Resolution Specialist at FactSet India, I contributed to an innovative project aimed at enhancing the efficiency and effectiveness of customer communication in the delinquency account resolution process. The project focused on automating certain communication aspects while maintaining a personalized touch, ultimately improving customer satisfaction and case resolution rates., Collaborated with cross-functional teams to define project scope, goals, and requirements., Conducted in-depth analysis of existing communication processes to identify areas for automation., Developed a comprehensive project plan outlining milestones, deliverables, and timelines., Collaborated with the IT team to develop an automated communication system., Utilized Python scripting to create personalized email templates for various stages of the resolution process., Integrated the automated system with the CRM software for seamless communication tracking., Developed and implemented a dynamic email scheduling algorithm to ensure timely and relevant communication., Incorporated personalization elements into automated emails to maintain a human touch., Monitored customer responses and engagement metrics to continuously optimize the automated process., Python, Customer Relationship Management (CRM) Software, Email Marketing Platform, Python Scripting, Data Integration, Email Automation, Metrics Analysis Customer Experience Enhancement and Team Collaboration, Effectively manage customer inquiries, providing conflict resolution, addressing complaints, addressing billing questions, and facilitating problem-solving and payment/subscription requests., Contribute to the new hire training program by assisting with training sessions and certifying new employees' skills within the organization., Collaborate with the PEER program to mentor new employees, addressing daily queries, sharing insights gained through experience, educating about company requirements, incentives, and processes., Demonstrate exceptional performance by resolving an average of 320 inquiries weekly, consistently meeting performance criteria in accuracy, volume, and response time., Recognized for outstanding performance by being awarded Team Performer of the Month, with recognition based on customer satisfaction, critical thinking abilities, punctuality to shifts, speed of resolution, and availability., Successfully coordinate employee events, organize public holiday celebrations, and facilitate social committee activities, fostering a positive work environment and team spirit.
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Customer Service Support Representative
Sutherland Global
2023.07 - Current
Customer Service Resolution Specialist
Tech Mahindra
2021.12 - 2023.05
Master of Science - Business Management
St Clair College
Bachelor of Science - Computer Science Engineering
Gitam Uniiversity
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