Gautam Pal
@gautampal
I resolve customer issues, prevent concession abuse, and drive sales through service.
IndiaWhat I'm looking for
I've supported Vodafone UK Prepay and VOXI customers at Vodafone Intelligent Solutions, resolving service queries through webchat, email, and callbacks while converting eligible prepaid customers to postpaid plans.
At Amazon Development Center India, I handled concession-abuse escalations, applied refund and concession policies, used RSPR procedures, and raised investigations to help prevent fraudulent refunds, replacements, and concession leakage.
My earlier customer-facing work at Startek and Concentrix covered Zara support and AT&T/DIRECTV sales, including returns, refunds, order issues, broadband, fibre internet, and upselling. I communicate across written and verbal channels and manage multiple customer requests with organization and prioritization.
Experience
Work history, roles, and key accomplishments
Senior Executive
Vodafone Intelligent Solutions UK (_VOIS) India Pvt. Ltd
Dec 2023 - Present (2 years 8 months)
Assists customers of Vodafone UK Prepay and VOXI UK, focusing on sales through service and customer service queries including port-ins, plans, roaming, technical faults, and escalations.
Senior Executive (Concession Abuse Prevention)
Jan 2023 - Dec 2023 (11 months)
Handled escalations from frontline associates via voice, chat, and email, advising on refunds and concession policies, and using RSPR fraud detection tool to approve or reject concession requests.
Customer Service Associate
Startek India Pvt. Ltd
Jun 2021 - May 2022 (11 months)
Assisted customers of Zara UK and Northern Ireland with queries about orders, returns, refunds, replacements, and MDR via inbound webchat and calls, with optional sales through service.
Customer Service Associate (Sales)
Concentrix Daksh India Pvt. Ltd
Jun 2019 - Jan 2020 (7 months)
Assisted new customers with DTH, broadband, and fibre internet services, focusing on sales of DirectTV, AT&T TV Now, and Uverse TV, with upselling of home phone and internet.
Education
Degrees, certifications, and relevant coursework
School of Open Learning (Delhi University)
Bachelor of Arts, Arts
2012 - 2015
Grade: 44.5%
Pursued a Bachelor of Arts degree, achieving 44.5%.
Raisina Bengali School
Higher Secondary, General Studies
2010 - 2012
Grade: 45.5%
Completed Higher Secondary education, achieving 45.5%.
Raisina Bengali School
Intermediate, General Studies
2009 - 2010
Grade: 68%
Completed Intermediate education, achieving 68%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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