Customer Service Care

DOULAT RAM LAKHLAN

Mobile: 971-***-**** E-Mail:- ***.******@*****.***

CUSTOMER SERVICE AND COLLECTION PROFESSIONAL

A dynamic & result oriented professional with more than 12+ years of experience in Customer Service and Collection with ability to support and sustain a positive work environment that fosters team performance with strong communication and relationship management skills.

Academic Qualifications

PGDCA from Kurushetra University, Haryana(2002)

Bachelor Degree in Arts from University of Rajasthan, Rajasthan(2000)

Career History

Super Highway Labs Pvt. Ltd

Customer Care Executive (From June 2015 to Oct 2016)

Dealing with customer enquiries by telephone, email.

Able to create a positively memorable service experience.

Assist Growth and Supply team in route launch and driver engagement program.

Always looking at different ways to improve the service given to customers.

Ability to remain calm when dealing with emotional, difficult or distressed people.

Able to control a conversation and quickly obtain relevant information.

TCS, A-25, 2nd Floor, MCIE, Mathura Road, New Delhi-110044

Senior Process Associate (From July 2012 to March 2015)

Receive inbound telephone calls from delinquent Credit Card customers to regularize their account.

Utilize initiative and independent judgment to research and initiate prompt action to resolve customer discrepancies in a timely manner.

Escalate issues of highly irate customers to the seniors through internal SRP codes.

Demonstrate Empathetic behavior towards customers.

Properly document customer conversation in trail with right activity codes for future communication.

Work with peers and supervisor to identify and implement process improvement.

HCL, Sector-58, Noida

Senior Customer Service Executive (From November 2011 to June 2012)

Achieve collection standard by maintaining regular contact (primarily outbound calling) with identified overdue accounts, negotiating arrangements for repayment.

Determine appropriate collection steps to take, in order to establish a relationship with the customer.

Make realistic arrangements with the customer to bring the account up to date using negotiation skill.

Obtain promise to pay from overdue accounts, by setting and reviewing action dates, in the view of getting account to an up to date status.

Cisco-WebEx, 3rd Floor, Southern Park, District Center, Saket, New Delhi

Coordinator (From May 2004 to June 2011)

Accountable for handling Audio, Webinar and Webcast Process and monitor accordingly

Onsite Visit for monitoring Webcast event and accomplish dry-run activity within SLA.

Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client.

Interacting with clients through e-mails and daily conference calls to review and resolve operational issues as well as implementing new process & procedure changes.

Demonstrate effective communication skills to successfully answer questions, address concerns, uncover opportunities for base penetration and increased customer base growth. The key objectives are to ensure overall customer satisfaction and retention, while increasing the usage and revenue of the existing account base.

Personal Details

Date of Birth: 10th February, 1979

Present Address:-C/o Smt. Omvati Guliya, First Floor, Chirag Delhi, New Delhi-110017

Permanent Address: S/o Jai Prakash Lakhlan,Lakhlan Bhawan, Ward no.28,Behind Gum Factory, New Uttam Nagar, Bhiwani, Haryana-127021.

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