alok dhyani
@alokdhyani
Senior customer service specialist delivering chat-based support, KPI excellence, and smooth escalations.
IndiaWhat I'm looking for
I’m a customer-focused professional with extensive experience in BPO e-commerce operations, delivering exceptional service quality through live chat. As a Temporary SME, I analyze data, implement best practices, and drive customer satisfaction.
In my Senior Customer Service Associate role, I manage multiple customer conversations simultaneously and deliver real-time support while maintaining high standards of grammar, tone, and professionalism. I consistently achieve and maintain KPIs such as Average Handling Time (AHT), First Contact Resolution (FCR), and CSAT, while resolving issues related to products, services, billing, and technical concerns.
I also handle escalations smoothly by troubleshooting problems, liaising between departments, and implementing solutions swiftly. I’ve trained and mentored new hires on chat etiquette, templates, and system usage, and I identify customer pain points to recommend process improvements that enhance the overall chat experience.
Experience
Work history, roles, and key accomplishments
Managed multiple customer conversations via live chat, providing accurate, real-time support for product, service, billing, and technical queries while maintaining professional grammar and tone. Tracked issues in CRM, met KPIs including AHT, FCR, and CSAT, and trained new hires on chat etiquette, templates, and system usage.
Senior Customer Service Representative
Convergys India Service Private Limited
Oct 2022 - Aug 2025 (2 years 10 months)
Provided customer support by confirming understanding of solutions, responding to inquiries using published materials and secondary sources, and escalating to senior staff when needed. Demonstrated patience and empathy in high-stakes interactions and used decision-support resources to drive appropriate resolutions.
Apprenticeship Trainee
Maruti Suzuki India Limited
Feb 2018 - Feb 2019 (1 year)
Developed product knowledge and built practical experience through an apprenticeship traineeship, demonstrating fast learning, teamwork, multi-tasking, and active listening during training activities.
Education
Degrees, certifications, and relevant coursework
MIT Rishikesh
Diploma in Mechanical Engineering, Mechanical Engineering
Completed a 3-year Diploma in Mechanical Engineering at MIT Rishikesh, graduating around October 2021.
ITI New Tehri
ITI Diploma in Mechanical Engineering, Mechanical Engineering
Completed a 2-year ITI Diploma in Mechanical Engineering at ITI New Tehri, graduating around July 2016.
ITI New Tehri
Diploma in Mechanical Engineering, Mechanical Engineering
2016 -
Completed a 2-year Diploma in Mechanical Engineering starting in Jul 2016.
SVM - Devprayag
Intermediate Certificate, Physics, Chemistry & Biology
Earned an Intermediate Certificate with Physics, Chemistry, and Biology around May 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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