Dhruv Patel
Prospect
Summary
Experienced and resolute sales and service member with a passion for providing exceptional Customer service, training candidates, and driving sales performance. Skilled in implementing Company policies, such as My Telstra guidelines, to ensure a high standard of customer Service delivery while achieving sales targets. Proven history of success in exceeding sales goals Through effective training and leadership. Seeking to contribute leadership and training expertise to The Telstra Telecommunication Company contact center team to drive both customer satisfaction and Sales performance to new heights. A hardworking and innovative professional ready to utilize strengths and skillset to help propel the organization to higher peaks of success.
Overview
5
5
years of professional experience
Work History
Inbound Customer Service and Sales
Telstra
04.2023 - Current
- Provided exceptional customer service to Telstra customers by actively listening to their needs, demonstrating empathy, and declaring situation with CUE and Lemon Technique while providing timely and effective solutions.
- Engage empathetically with Telstra’s vulnerable customers and priority aid customers, ensuring seamless experiences and resolving concerns effectively.
- Utilized advanced knowledge of Telstra products as per Our Knowledge, services, and promotions to upsell and cross-sell additional offerings, contributing to increased revenue generation.
- Managed customer accounts, troubleshooting basic issues and resolved billing inquiries, ensuring accuracy and compliance with company policies and regulations.
- Consistently achieved high scores in customer satisfaction surveys, earning recognition for excellence in service delivery while maintaining the sales targets.
- Actively participated in team huddles and brainstorming sessions to share best practices, troubleshoot challenges, and foster a collaborative work environment.
- Received commendations from customers and supervisors for outstanding performance in increase in sales while keeping low Average Handling time and dedication to exceeding expectations.
- Achieved and consistently exceeded key performance indicators (KPIs), including call handling metrics, customer satisfaction scores, and sales targets, through initiative-taking customer engagement and effective problem-solving.
Customer Service Sales Representative
Signtech Signs
01.2022 - 03.2023
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
Sales Assistant
A-one Technologies
03.2020 - 10.2021
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Established rapport with customers using active listening and interpersonal skills.
Education
MBA -
Central Queensland University
Melbourne, VIC01-2019
Skills
- Sales effectiveness
- Effective communication
- Workflow optimization
- Employee development
- Effective problem resolution
- Task management expertise
- Resilience in challenging situations
- Quality improvement initiatives
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 30k sales through effectively helping with promotional month.
Timeline
Inbound Customer Service and Sales
Telstra
04.2023 - Current
Customer Service Sales Representative
Signtech Signs
01.2022 - 03.2023
Sales Assistant
A-one Technologies
03.2020 - 10.2021
MBA -
Central Queensland University
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