Playing & Watching Cricket, Travelling
Sumeet Jawalkar
Pune
Summary
Customer service professional committed to delivering solutions and enhancing customer experiences. Proven capability in analyzing service data and implementing effective strategies. Known for reliability and adaptability in team environments, ensuring seamless collaboration and goal achievement.
Overview
12
12
years of professional experience
1
1
Language
Work History
Customer Service Analyst
ADP PRIVATE LIMITED
Pune
10.2017 - Current
- Leading Partner Access Project.
- Effectively trained multiple team members for Partner Access Project.
- Supporting New Hire Batches During Every Year End.
- Working on Time Kiosk Disable & Bridge Projects.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Reduced call wait times by optimizing staffing schedules and implementing callback options.
- Demonstrated flexibility in handling varying workloads by adapting quickly under changing circumstances while maintaining focus on results.
- Implemented targeted training programs based on individual performance assessments, addressing identified skill gaps effectively.
- Managed escalated client complaints to successful resolution, ensuring satisfaction and continued loyalty.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved client inquiries and complaints quickly.
- Effectively trained team members on best practices and protocols.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional client service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Executive
FAREPORTAL INDIA PVT LTD.
Pune
07.2016 - 09.2017
- Resolved customer complaints by offering solutions and escalating issues when necessary.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Ensured timely resolution of any discrepancies found within booking systems, maintaining accurate records for future reference and analysis.
- Maintained accurate records of transactions, ensuring accountability in all financial exchanges.
- Provided support during irregular operations, such as flight delays or cancellations, ensuring passenger needs were met swiftly and effectively.
- Kept current on airline policies and procedures to provide accurate information to passengers at all times.
- Input customer reservations, payment sources, and contact details into Sabre system.
- Facilitated smooth boarding processes by verifying passenger documentation prior to departure timeframes accurately.
- Utilized reservation software to quickly access traveler information and make necessary adjustments to bookings.
Senior Associate
CONVERGYS INDIA SERVICES PVT LTD.
Pune
06.2014 - 07.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Bachelor of Science - Computer Science
Pune University
Pune2013
H.S.C. -
Maharashtra State Board
Pune2008
S.S.C. -
Maharashtra State Board
Pune2006
Skills
Client management
Complaint handling
Complaint resolution
Problem-solving skills
Teamwork and collaboration
Customer service excellence
Performance monitoring
Accomplishments
- Worked as New Hire & Production Support.
- Supported 7 new hire batches till date.
- Won Many Excellence Awards.
- Top Performer in Sales.
Interests
Declaration
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Sumeet Jawalkar.
Timeline
Customer Service Analyst
ADP PRIVATE LIMITED
10.2017 - Current
Sales Executive
FAREPORTAL INDIA PVT LTD.
07.2016 - 09.2017
Senior Associate
CONVERGYS INDIA SERVICES PVT LTD.
06.2014 - 07.2016
Bachelor of Science - Computer Science
Pune University
H.S.C. -
Maharashtra State Board
S.S.C. -
Maharashtra State Board