Executive Customer Care

Dinesh Virmani

*/**, *** ******** *****, New Delhi 110060

E-mail: *************@*****.**

Mobile No: 987*******

Objective A desire to add continuous value to the organization while being committed towards professionalism and teamwork.

Summary: E-commerce Product Management Content Management Seller onboarding C-Sat & Seller Sat Mystery audits Customer Query resolution Reporting Team management Competitor Analysis Quality Management

Experience

Working with Live Astro Application (Handygo Technologies Pvt Ltd)

Sr. Support Executive - Marketing & Product Development since 9th Dec, 2019 – 8th June, 2020

Job Profile :

Responsible for On Boarding Of New Astrologers, Tarot Card Readers, Vastu & Maha Vastu Shastra, Gemologist, Numerologist, Crystal Healers Etc.

Creating profile for New Astrologers, Tarot Card Reader Etc.

Pushing Daily Astrology Tips Notifications & SMS to customers on Application.

Preparing comparison of Competitor Applications.

Analyzing details of Astrologers on other portal

Replying to Emails of Customers problem related to Purchasing of Packages & Talk time, Co- ordinating with Celebratory Astrologers & customers to fix their Appointments.

Launching Discount Campaign on various Festivals & Special Days.

Launching new packages for customers.

Doing C-Sat/ Mystery Shopping & Audits for Live Astro Application.

Doing C-Sat for Astrologers & Customers.

Raising Bills for Astrologers & Co- ordinating with Finance team for their approval.

Coordinating with the Project Managers & Teams across verticals regarding the process development & the roadblocks.

Coordinating with the concerned technical teams to resolve different issues of customers & Astrologers issues.

Preparing the master reports & keeping track of performance of team agents.

Process improvements & setting new templates for various customer queries.

Working with One MobiKwik System Pvt Ltd

Service Executive –E-Com Loan’s 3rd Sep, 2018- 3rd Dec, 2019

Job Profile :

Resolving customer’s queries which involves-providing resolution to the issues over the raised help tickets, mails and various other social platforms.

Preparing daily reports for Managers and Lenders.

Coordinating with the Project Managers and Teams across verticals regarding the process development and the roadblocks.

Doing C-Sat/ Mystery Shopping and Audits for MobiKwik Wallet.

Doing C-Sat for Borrowers and Lenders.

Uploading Terms and Conditions of Loans on website for various Lenders.

Uploading file for sending Payment link to customer through Email and SMS.

Data analysis to examine the complications in the process and detecting new ways to Boost the process further with better accuracy.

Coordinating with the concerned technical teams to resolve different loan process related technical issues.

Engage with the sales team regarding the restrictions they are facing while dealing with customers.

Preparing the master reports and keeping track of performance of team agents.

Dealing as a mediocre in between the customers and lenders. Providing the required documents (FC, SOA, NOC, etc.) to the customers.

Process improvements and setting new templates for various customer queries.

Marking attendance for Agents.

Worked with CIMS Infotech Pvt Ltd

Quality Analyst 20th Nov, 2017- 25th Jan, 2018

Worked with Ison Bpo

Team Leader -Operations 10th May, 2017- 7th Oct, 2017

Working with Ask Me.com/ Ask Me Bazar.com

Senior Executive- Content Quality 18th Dec, 2014- 17th Aug, 2016

Job Profile :

Pre Content QC for sellers for Market Place.

Data Auditing & Voice Auditing across verticals.

Data Analysis by using MS Excel.

Co-ordinates with Project Managers and teams across verticals.

Doing C-Sat/ Mystery Shopping and Audits for Askme Grocery and Bazar.

Doing C-Sat for Buyers and Sellers.

Projects :

Successfully Completed Pre Content QC Project, Images Uploading And Quality Analyst (1st November 2015-17th August 2016)

Job Profile :

Uploading Images on Askmebazar.com website for different products and brands using MPDM.

Taking Briefings & Quality Sessions of Team.

Monitoring Call Quality and giving feedback to the agents.

Handling and resolving queries of my team members.

Certifications of new Agents in Inbound and Outbound.

Conducting calibration with service partners & further publishing the report.

Sharing Error Report for Inbound, Outbound and Data.

Successfully Completed Data Pipe Line Project and Quality Analyst (17th December, 2014- 31st October 2015) and my role was as Senior Team Member.

Job Responsibilities:

Removing Duplicates for products and listing across 50 million data.

Worked with B Cube IT Services Pvt Ltd

Team Leader - Operations 18th Jul, 2013- 17th Dec, 2014

Worked with Digi Call Tele services Pvt Ltd

Team Leader – Operations 23rd Jul, 2012 –17th Jul, 2013

Worked with First European InfoTech

Senior Technical Support Executive 5th May, 2008 – 31st Mar, 2012

Job Profile : Worked for two years as Senior Customer Care Executive for Loan Inbound. Job involved customer service to existing loan customers and up selling of new loans. Got promoted as Senior Technical Support Executive on 17th Aug, 2010

Job involved providing technical support to internet user’s to Australian customer’s for Optus internet service provider.

Academic Qualification

Graduate in B.com (p) from Delhi University

Successfully completed C.C.N.A diploma from JETKING

Successfully completed “Basics in computer” & “Tally 5.4” from S.S.I

Dinesh Virmani

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