Akshay Pol
Customer Service Associate
Pune,Maharashtra
Summary
Experienced professional with solid background in providing expert guidance and solutions. Known for reliability and adaptability in dynamic environments. Exceptional at fostering teamwork and driving successful outcomes.
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Senior Customer Service Representative
Clean Harbors
Pune, Maharashtra
10.2024 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
Subject Matter Expert
Vodafone Shared Services India
04.2021 - 08.2024
- Functions as a mentor for staff.
- Responsible for overseeing the day-to-day operations of the team, distributing the workload evenly amongst staff and making sure motivation and performance levels are maintained.
- Daily Reporting and analysis which needs to be shared with Manager.
- Effective coaching to enhance team’s performance.
- Reviewing 2nd Line Review and deadlocks raised by advisors.
- Preparing weekly review deck for the weekly call with the team.
- Reporting and Auditing for performance enhancement.
- Maintaining the SLAs for complaints received and ensuring the complaints are dealt within the agreed SLA.
- Managing staff of 16-20 advisors.
- Motivate the team with a vision of future objectives in attainment of the target.
- Perform team briefings and address the key low hitting points/key points deviating the team from achieving the target and appreciate individuals with good performance.
- Allocating daily jobs and workloads.
- Constantly looking for ways to improve processes.
- Ensuring a clean, safe, and friendly working environment.
- Helping in setting new process guidelines for smooth functioning of pilot process.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Senior Executive
Vodafone Shared Services India
10.2019 - 03.2021
- Handle customer inquiries, complaints, billing questions and payment extension/service requests.
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Dealing with calls in a highly professional manner.
- Handling complaints in a diplomatic way.
- Accurately updating customer records with information.
- Responding to customers who have special communication needs, such as language difficulties or disabilities.
- Answering any queries quickly and efficiently.
- Quickly understanding a caller’s point of view and to empathize with them.
- Able to respond and adapt to the needs of all customers.
- Fully aware of all laws & regulations regarding data protection.
- Quickly processing information.
Customer Relations Advisor
Tech Mahindra Business Services
01.2019 - 09.2019
- Dealing with calls in a highly professional manner.
- How to act as the first point of telephone contact for a customer.
- Handling complaints in a diplomatic way.
- Accurately updating customer records with information.
- Responding to customers who have special communication needs, such as language difficulties or disabilities.
- Answering any queries quickly and efficiently.
- Quickly understanding a caller’s point of view and to empathize with them.
- Able to respond and adapt to the needs of all customers.
- Fully aware of all laws & regulations regarding data protection.
- Quickly processing information.
Customer Service Representative
Amazon Development Center
07.2016 - 11.2018
- Handle customer inquiries, complaints, billing questions and payment extension/service requests.
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Dealing with calls in a highly professional manner.
- How to act as the first point of telephone contact for a customer.
- Handling complaints in a diplomatic way.
- Accurately updating customer records with information.
- Responding to customers who have special communication needs, such as language difficulties or disabilities.
- Answering any queries quickly and efficiently.
- Quickly understanding a caller’s point of view and to empathize with them.
- Able to respond and adapt to the needs of all customers.
- Fully aware of all laws & regulations regarding data protection.
- Quickly processing information.
Education
High School Diploma -
St. Vincent College of Commerce
PuneSome College (No Degree) -
Ornellas High School
Pune Skills
Customer support
Escalation management
Call center experience
Order fulfillment
Service recommendations
Quality assurance
Complaint resolution
Documentation review
Database research
De-escalation techniques
CRM software
Personal Information
- Gender: Male
- Nationality: Indian
Acknowledgement
I hereby declare that all the information furnished above is true & correct as per my knowledge.
Timeline
Senior Customer Service Representative
Clean Harbors
10.2024 - Current
Subject Matter Expert
Vodafone Shared Services India
04.2021 - 08.2024
Senior Executive
Vodafone Shared Services India
10.2019 - 03.2021
Customer Relations Advisor
Tech Mahindra Business Services
01.2019 - 09.2019
Customer Service Representative
Amazon Development Center
07.2016 - 11.2018
High School Diploma -
St. Vincent College of Commerce
Some College (No Degree) -
Ornellas High School
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