Ruchi Patel

Cell: 365-***-****

email: ac3daj@r.postjobfree.com

LinkedIn: https://in.linkedin.com/in/ruchi-patel-3b725744 Address: 232 Brighton Ave., North York M3H 4E7, Canada Summary:

A Customer Service professional with over 14 years of experience in contact center and face-to-face customer interactions. A quick thinker with high level of problem solving abilities who can immediately analyze and help customers upon receiving a request. An individual with excellent verbal and written communication skills, with ability to satisfy and handle most irate / customers and difficult situations. Work Experience:

GTPL Hathway Ltd.

Team Lead, Customer Service, June – Aug 2017

o Lead voice processes having capacity of 100+ seats, which includes Inbound & Outbound customer care helpdesks and retention desks o Handle high volume of incoming phone calls from customers o Look after back-end operations voice & chat processes o Anticipate customer needs to resolve complaints in timely and efficient manner

o Recorded all customer interaction and transactions in company database

Riddhi Corporate Services Pvt. Ltd.

Team Lead, Client Service, Feb 2016 – May 2017

o Handle customer service processes of various clients o Effectively achieved customer satisfaction rating for each clients o Participated in cold calling to attract new customers o Opened and closed new accounts for new and existing customers Reliance Communications Ltd.

Team Lead, Customer Service, Apr 2005 – Feb 2016

o Empower team to handle inbound and outbound call center operations by regular performance review

o Maintained in-depth understanding of all products and services offered by the company to effectively handle customer queries and requests o Handle walk-in customers and record all transactions in CRM o Effectively achieved customer satisfaction rating by providing excellent customer service

o Followed company policies and procedures while meeting daily requirements

o Liaison with cross functional heads and corporate team to identify process gaps and contributed in process improvement o Contributed in generating additional revenue for the organization by upselling and cross selling various products as per customer requirement

o Achieved self-care targets to help reduce cost of customer handling via promoting usage of USSD, IVR and mobile application interface. o Contributed to reduce repeat complaints / queries by analyzing repeat reasons and eliminating addressable issues with help of data and statistics and process corrections.

Idea Cellular Limited

Senior Customer Service Representative, Dec 2003 – April 2005 o Monitoring in Inbound tele-calling activity for prepaid users o Involved in process developments for the department related to Customer Service, Response & Retention

o Handled candidate screening, Training & Quality, On-floor monitoring, MIS & Reporting

o Involved in Revenue Enhancement activity through Telecalling Academic Qualification:

• B.B.A. from Som Lalit Institute of Business Administration