Social Media Customer Service
Resume:
RESUME
PrabhatMaurya
Looking for a position where I can help facilitate daily missions, execute various tasks, and act as a link between assigned senior managers and peers, partners, employees and subordinates.
Address
PrabhatMaurya
1662/3, Street Number 17,
Govindpuri,
New Delhi-110019
Mobile
adg0a6@r.postjobfree.com
Date of Birth
11th May'1989
Sex
Male
Nationality
Indian
Marital Status
Married
Linguistic Knowledge
English, Hindi, Assamese.
Alternate mobile no.
Interests:
Exploring New Places
Wildlife Photography
Extracurricular Activities :
Represented Bagittoday.com in ConsumerAffairsWorkshop held at IndianInstitute of PublicAdministration, conducted by GOI
Completed weekend workshop in Photography from IndianInstituteofPhotography.
Represented K V Dharchula, Uttaranchal at RegionalLevelScienceExhibition,2005.
Participated in GreenOlympiad, conducted by TERI.
Participated in Elocution competition on AIDS Awareness, conducted by NACO and SSB, GOI
Work Experience
Working as Manager (Customer Experience) since April’17, at Floweraura.com, one of top online gifting website in India.
Heading the entire customer service team includes Voice, Chat and Email Teams.
Job responsibilities:
Ensure to get the Complaints closed with in SLA along with CEO escalations
Coordinate with different department's SPOC to increase FCR and decrease the Resolution TAT at Voice/Non-Voice and Social Media platform
Targeting & Maintaining repeat percentage in single digit
Revising and designing Return Policy at different point in time, keeping Customer Delight in view & exceptions at bay
Managing Training and Quality teams for internal assessments & thus ensuring better & effective communication across channels
Coordinating with the Team Managers for meeting up the SLA's
Built/ Improved the call center CRM for better close looping of the issues
Perform the tasks of monitoring, organizing, and coaching team on a regular basis
Coordinate between the external customer and the internal delivery teams to ensure top of the quality service to the customers
Draft reports on performance and targets of team
Design processes and draw up SLA's for smooth customer service and experience
Identify features to ensure seamless customer experience and high returns to organization
Responsible for team reaching desired customer service level by motivating performance among team members targets
Working on ORM for the company to build the Brand Value
Previous Work Experience
2.5 Years experience as Assistant Manager(Customer Relations)in Bagittoday.com, an India Today Group Ecommerce portal dealing into TV and Web-Portal from June’14 to Feb’17, until merger with Zee media.
Handled the entire customer service team and Call Centre.
Job responsibilities:
Need to Coordinate with different department's SPOC to increase FCR/FTR and decrease the Resolution TAT
Targeting & Maintaining repeat percentage in single digit apart from other KPI's
Revising and designing Return Policy at different point in time, keeping Customer Delight in view & exceptions at bay
Managing Training and Quality teams for internal assessments & thus ensuring better & effective communication across channels
Coordinating with the Team Managers for meeting up the SLA's
Built/ Improved the call center CRM for better close looping of the issues
Perform the tasks of monitoring, organizing, and coaching team on a daily basis
Coordinate between the external customer and the internal delivery teams to ensure top of the quality service to the customers
Handle High Level Management escalated calls, complaints, questions, and queries, as required
Draft reports on performance and targets of team
Design processes and draw up SLA's for smooth customer service and experience
Identify features to ensure seamless customer experience and high returns to organization
Managing the Order Processing Team while maintaining Dispatch % above 90%
To increase the Delivery % and reduce the Return Shipment TAT
Responsible for team reaching desired customer service level by motivating performance among team members targets
31 months experience as Team Leader in Snapdeal.com from Nov’2011 till June’14, where, I was responsible for all the Email communications shared with the Customers
Job responsibilities:
Email Team:
Focus on improving the Average Response Time and CSAT %
Roster planning as per to Email volume received
Manpower planning as per the analysis of volume received and expected spike
Handling High Level Management escalations and resolve the customer issues
Working on templates of team to increase FCR and reduce the replies
Email Internal Audits to ensure the correct reverts has been sent and quality parameters are adhered
Publishing the Stack ranking of the team on the basis of KRAs
Focus on bottom quintile agents improvement
Voice Team:
Manage Real Time Monitoring in order to reduce the ART and Abandon %
Handled entire night shift and assisted in clearing doubts to improve sales and customer queries
Internal call audits to search improvement areas
Arranging calibration with Quality and Training team for the process update roll outs
Handling High Level Management escalations and resolve the customer issues
Sharing the improvement areas on the site for better customer service and increase in company revenue
16 months experience as Supervisor in StarcjAlive
( Home Shopping Channel) in VCustomerServicesIndiaPvt.Ltd, from July’2010 to November’2011
Job responsibilities:
Supervising Night shift with an Individual team power of 30 agents
Real Time Monitoring (RTM) to ensure the agents get proper breaks and decrease the abandoned call percentage
Call Monitoring of Team for Quality improvement
Releasing the incentives for the whole process on monthly basis, and roll out few daily and weekly reward plans to encourage the effort of the executives
Pre/Post shift briefing to ensure the executives are fully updated about the process information before taking the calls
Team counseling and to ensure they are not facing any type of pressure and discomfort while they are on work
Education
B.Com (Programme) from Delhi University, in 2011.
Intermediate from C.B.S.E, KendriyaVidyalaya CRPF, Guwahati, Assam, in 2006.
High school from C.B.S.E., KendriyaVidyalayaKhanapara, Guwahati, Assam, in 2004.
Declaration
I hereby assure that the entries made in this resume are correct to the best of my
knowledge and belief.
Signature
Place: New Delhi
PrabhatMaurya.
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