KHUSHBU PATEL
Pendle hill,Australia
Summary
Experienced and reliable customer service officer with 5+ years’ experience providing assistance in a busy call centre setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
12
12
years of professional experience
Work History
Assembler
Adaptas Solutions PTy Ltd
Clyde, NSW
02.2023 - Current
- Increased production efficiency by assembling components quickly and accurately.
- Enhanced workplace safety by maintaining a clean and organized work area at all times.
- Maintained high-quality standards with thorough inspections of assembled parts.
- Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
- Collaborated effectively with team members to meet production targets consistently.
- Demonstrated flexibility in adapting to various types of assemblies, allowing for seamless transition between different projects as needed.
- Reduced assembly errors by following detailed instructions and blueprints for each project.
- Collaborated with team members to improve production processes and maintain quality standards.
- Followed outlined specifications to implement assembly plans.
- Consistently met or exceeded daily production quotas while maintaining exceptional quality standards in all completed assemblies.
- Contributed to a positive work environment by offering assistance when needed and maintaining open communication with colleagues.
- Established strong relationships with supervisors and managers through consistent communication regarding progress updates, concerns, or areas for potential improvement.
- Tested finished products to perform quality assurance and identify discrepancies.
- Streamlined assembly processes, leading to increased productivity.
- Supported environmental initiatives by efficiently recycling scrap materials.
- Contributed to company's reputation for reliability by consistently meeting production deadlines.
- Reduced material waste, carefully following assembly instructions and protocols.
Call Center Team Lead
Vodafone Call Centre
Ahmedabad, India
01.2022 - 07.2023
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Vodafone Call Centre
Ahmedabad
03.2013 - 10.2018
- NHATManaged high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated MORE calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Education
Bachelor Of Computer Applications - Information Technology
Chimanbhai Patel Institute of Computer Application
Ahmedabad, India01.2011
HSC -
Sharda Vidhya Mandir
Ahmedabad. India01.2008
Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service
- Proficient understanding of Microsoft Word, Excel and Access
- Knowledgeable of common office electronics and tech support
- Passionate about promoting lasting customer satisfaction
- Can utilize upselling prowess to sell additional products to customers or clients after providing assistance
- Able to enter large quantities of data into a computer and retrieve important information in a brief period of time
- Capable of entering data while remaining online with customers at once
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions
- Able to thrive and meet company standards in a busy call centre environment both alone and in a team setting
- Successful at satisfying different types of customers with creative and knowledgeable solutions
Languages
English
Professional Working
Hindi
Professional Working
Gujarati
Native or Bilingual
Timeline
Assembler
Adaptas Solutions PTy Ltd
02.2023 - Current
Call Center Team Lead
Vodafone Call Centre
01.2022 - 07.2023
Customer Service Representative
Vodafone Call Centre
03.2013 - 10.2018
Bachelor Of Computer Applications - Information Technology
Chimanbhai Patel Institute of Computer Application
HSC -
Sharda Vidhya Mandir
Visa Status
Permeant Residence