Shashank Bhoopalrao

• Developed strong product(various insurance covers) knowledge to provide informed recommendations based on individual customer needs.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Raising tickets, following up on resolutions, and updating customer profiles and covers in Salesforce.

Developed expertise in using Kraken technology to provide end-to-end customer service across multiple channels.

· Handled a diverse range of customer service requirements, including onboarding and offboarding, billing and payments, metering inquiries, broadband support, moves, renewals, retention, hardship support, collections, and complaint resolution. –

· Educated customers about Origin products and tools, ensuring their understanding, and promoting advocacy.

· Gathered continuous feedback from customers to identify areas for improvement in the customer experience and collaborated with internal teams to implement necessary changes.

· Excellent communication skills in both written and verbal forms, effectively engaging with customers to address their needs and provide clear explanations.

· Proficient in utilizing Kraken technology and related tools to deliver exceptional customer service and support.

· Strong problem-solving abilities, efficiently resolving customer queries and concerns.

· Ability to handle multiple tasks simultaneously and prioritize effectively, ensuring prompt and satisfactory resolution for customers.

· Embracing new technologies and processes to enhance skills and knowledge.

· Collaborating with colleagues and cross-functional teams to achieve common goals.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.