ASAkshay shinde
@akshayshinde
Customer support specialist dedicated to enhancing customer experiences.
IndiaWhat I'm looking for
I am a customer-obsessed professional with a strong focus on problem-solving and empathy. My experience in customer support has equipped me with the skills to investigate complaints, communicate effectively with customers, and collaborate with internal teams to deliver the best possible customer experience. I am motivated to learn, grow, and excel in a challenging environment.
Throughout my career, I have consistently achieved and exceeded KPIs, earning recognition as the best employee for five consecutive months. My dedication to maintaining high standards in customer service is reflected in my impressive average CSAT score of 97.5 and a remarkable first-call resolution rate of 90%. I thrive in team settings, working collaboratively to improve KPIs and proactively address customer issues.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Tech Mahindra
Jan 2023 - Present (2 years 5 months)
Achieved KPI targets laid by the company, maintaining an average CSAT score of 97.5. Provided 90% first-call resolution with 100% quality assurance, demonstrating active reading, probing, and problem-solving skills with multiple calls concurrency to meet client service needs.
Senior Associate
WNS Global Services
Jan 2022 - Dec 2023 (1 year 11 months)
Investigated and resolved consumer inquiries via in-app chats and email for maximum customer retention and satisfaction. Multitasked as per client requirements to maintain a knowledge base of procedures with attention to detail.
Senior Customer Care Executive
Tech Mahindra
Jan 2021 - Dec 2022 (1 year 11 months)
Took ownership of each customer while empathizing and prioritizing their needs. Secured top rank and was appreciated in team meetings for an impeccable score record for five consecutive months. Collaborated with the team on improving relevant KPIs and proactively identified customer issues.
Education
Degrees, certifications, and relevant coursework
YUYashwantrao Chavan Maharashtra Open University
Bachelor's Degree, Commerce
SVKT COLLEGE
Higher secondary
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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