Bikash Gahlot

096-****-****

Mayur Vihar Phase-*

New Delhi110096

Summary:

I am a loyal and dedicated individual with ambition. Although I have

extensive experience in the Customer Service and Technical Support

industry, I love to learn, and am always looking for new challenges. I get

along well with others, but I am a self-starter. I am seeking a position

where I can continue to develop and excel while giving my best to an

employer.

Skills Summary:

V Demonstrated skill in listening to and determining customer needs and

providing qualitycustomer service.

V Gets along well with others, open to and learns from feedback.

V Takes pride in doing a good job and achieving results.

V Motivated to grow and learn new responsibilities in customer service.

V Possesses basic computers skills.

V Extensive experience with MNC (Mobile Number Portability)

V Ability to troubleshoot technical and billing issues quickly and

accurately

V Firm understanding of fiber optic and broadband technology

V Computer Knowledge and Skills -

V Typing - 40 wpm

V Knowledge of Word, Excel, PowerPoint and Outlook.

V Fast learner. Able to pick up new programs quickly

V Proficient in using a multi-line phone system

V Professional Tone and Demeanor when speaking to internal and external

customers

V Ability to perform efficiently while maintaining accuracy

V Telecommunications- knowledge

V Extensive knowledge of wireless technology and devices

Education:

V Bachelor

Experience:

Tata DOCOMO 2013 to Present

Customer Service Executive

Responsibility:

V Handling incoming calls, provide Mobile Number Portability.

V Responsible for customer service in a call center setting, duties

included answering customerqueries, problem solving and providing

detailed information on new products.

V Generated repeat business through successful client follow-up.

V Provided customer service in a prompt, courteous, and professional

manner.

V Help customer choose phones that fit their needs.

V Assisted customers with their queries and problems by phone and e

mail.

V Established and maintained contacts with new and existing customers as

per the directions of supervisor.

V Forwarded important and serious matters to the seniors.

V Transferred urgent calls to the required departments quickly and

accurately.

V Managed a high volume workload within a deadline driven environment

and consistently met

V Provided excellent customer care service to customers.

V Handle incoming calls in call center; Troubleshoot Portability; Set

up service calls as per protocol

V To solve the customers issues with regards to their regular invoices

and Telephonic Services.

V Identify Customer requirements

V Troubleshoot all the Internet related problems for the US customers,

keeping in mind all the Quality Parameters

V Give the First Time, Right and Accurate information to the customers

V To solve customer issues with regards to their bills and connections

V To brief the team with the latest update from the client on regular

basis

V Worked on a parallel run as a Quality Analyst

V To give Feedback and to attend the Coaching sessions with the agents

Vodafone 2011 to 2013

Customer Care executive/Customer Backend Support Executive

Responsibility:

V Responded to inbound services calls in a fast-paced, high-volume call

center.

V Received several Customer Commendations and retention.

V Provided a high level of customer service and relations based on

outstanding

V communication and interpersonal skills.

V Provided superior customer service and work quality while

demonstrating attention to detail, flexibility and innovation in

resolving problems.

V Process effective communications skills and work well with others at

all levels.

V Maintain quality control/satisfaction records, constantly seeking new

ways to improvecustomer service.

V Taking calls of customer (Inbound Voice Process).

V Understanding their needs on phone and providing the solution to their

need.

V Explaining about the product they need and which best suits their

need.

V Maintaining the call quality.

V Closing the deal.

V Following up till the issue resolved.

V Overseen entire backend processing of requests and complaints captured

from sundry touch points and withal close loop the resolution with

the customer.

V Engaged in strategising and implementing plans for

lower Calls per Customer by Moving More and more customers to self

accommodation mode.

V Answered Inbound calls

V Verified Customer

V Identify customer issue

V Troubleshoot over the phone with customer and attempt to resolve issue

V Issue Dispatch tickets and schedule service calls

V Answer incoming calls

Aegis BPO

2009 to 2011

Customer Care executive

Responsibility:

V Handling Inbound/Outbound Team.

V Taking escalation calls of customers.

V Making daily sales report, done by executives.

V Giving operational training and solve the agent's query.

V Taking sessions and giving operational updates to executives.

V Ensuring customer satisfaction and getting repeat /new business.

V We provide our Clients with an exceptional customer service center to

handle all Customer service related calls and queries over on phone.

We deploy our fully trained Customer care executives based on client's

requirements.

V Handling inbound calls.

V Taking escalation calls of customers.

V Making daily sales report

V Maintain Quality Parameter

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