HIRAL A THAKKAR
West Croydon,SA
Summary
With 9+ years of experience in Sales and Customer Service, I have developed a strong skill set in handling complex queries and providing quick resolutions. Expertise in managing day-to-day activities, ensuring timely follow-up, and coordinating with clients. Possess exceptional soft skills, complaint handling abilities, and a proven track record in multi-product selling. Successfully led teams, conducted call audits, and handled escalation calls. Belief in the power of teamwork, personal excellence, and a challenger spirit drives consistent delivery of exceptional results.
Overview
13
13
years of professional experience
Work History
Operations Lead
Concentrix Optus
01.2017 - 12.2024
- Company Overview: Client - OPTUS
- Excellent English communication
- Subject matter expert
- Interact with new customers on daily basis
- Pro actively listening to the customer and resolving enquiries
- Probing & pitching for sale
- Helping with billing requires for mobile & internet
- Tech support assistance for mobile, internet, television (Fetch Tv)
- Worked with multiple roles.( subject matter expert , Acting team leader , Customer resolution team , Tech Expert, Universal Billing Expert
- Managed team and handled escalations calls of clients
- Auditing and barging live calls to provide feedback to agents
- Delivering excellent customer satisfaction with needs
- Providing quick customer resolution
- Handling complex query
- Cross selling , Multi product selling
- Client - OPTUS
- Have been nominated one of the best team player and a good performer during the Tenure of Carmel Educational Academy
- Have been nominated with best performer, better Conversion Ratio with Client Satisfaction For JUST DIAL LIMITED
- Have been award twice as a Rockstar of the year and nominated for rockstar 3rd time
- Have been awarded for Topper of sales in the community
- Has been top in sales in entire site
- Has been rewarded as Top in meeting all the KPI Customer Resolutions
- Promoted with role lead operations on CL 10 grade
- Rewarded with 3 Mobile phones & laptop As Top In Sales & for deliverying best Customer Service
Customer Support Executive (Operations)
JUST DIAL PRIVATE LIMITED
01.2013 - 01.2015
- Managing HNI, Retail and Existing Clients of JUST DIAL LTD for client queries on listings and generating new business with existing and new clients
- Follow – up with the Client, Ensuring Quick Delivery of Service
- Managed client servicing and handled complex query resolution
TBZ - The Original
01.2015
- Interact with new customers on daily basis, From Different communities
- Explain about the product
- Understand their needs
- Convert the customer & Closing
- Managed client servicing and handled complex query resolution
Academic Coordinator cum Counselor
Carmel Educational Academy
01.2012 - 01.2013
- Managing students database interacting with marketing team counselling with Proper guidance to students and parents
- Follow –up with students and parents and updating them time to time if there is any changes
- Managing things in a well-organised way and handling complex query with resolution
Education
Diploma - Intermediate (Drawings Arts @ Crafts, computer skills and typing)
Edu-Tec Career Academy
Vasai, PalgharB.Com -
Mumbai University (Private)
Mumbai, Maharashtra01.2013
H.S.C -
St. Peter’s College
01.2010
S.S.C -
Carmelite Convent High School
01.2008
Skills
- Customer service
- Teamwork and collaboration
- Flexible and adaptable
- Multitasking Abilities
- Calm under pressure
- Problem-solving
- Friendly, positive attitude
Accomplishments
- Nominated one of the best team player and a good performer during the Tenure of Carmel Educational Academy.
- Nominated with best performer, better Conversion Ratio with Client Satisfaction for JUST DIAL LIMITED.
- Awarded thrice as a Rockstar of the year.
- Awarded for Topper of sales in the community.
- Top in sales in entire site.
- Rewarded as Top in Customer Resolutions.
- Promoted as Sr. Operations advisor.
- Rewarded with 3 Mobile phones & laptop as Top In Sales & for delivering best Customer Service.
Languages
English
Hindi
Marathi
Gujarati
Hobbies and Interests
- Performing Arts, Paintings - Imagination Painting and craftworks.
- Travelling, Travelling and exploring natural beauty, reading about current affairs, interacting with different kind of personalities, their cultures and traditions.
Disclaimer
I hereby certify that all the statements made by me are true, complete and correct to the best of my knowledge.
Personal Information
- Father's Name: Late Manoj Prajapati
- Husband's Name: Abhishek U Thakkar
- Date of Birth: 01/20/92
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Rockstar
Awarded with Quaterly Rockstar for Year 22,23 in meeting all the KPI
Timeline
Operations Lead
Concentrix Optus
01.2017 - 12.2024
TBZ - The Original
01.2015
Customer Support Executive (Operations)
JUST DIAL PRIVATE LIMITED
01.2013 - 01.2015
Academic Coordinator cum Counselor
Carmel Educational Academy
01.2012 - 01.2013
B.Com -
Mumbai University (Private)
H.S.C -
St. Peter’s College
S.S.C -
Carmelite Convent High School
Diploma - Intermediate (Drawings Arts @ Crafts, computer skills and typing)
Edu-Tec Career Academy
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