Kunal

Hello I’m Kunal Bhoir Nyanaai Bunglow, Sahyadri Nagar, Ulhasnagar, Mumbai, Maharashtra India 421005 Contact: - Email:- Customer Service Manager Talented Customer Service Manager capable at motivating a team of workers and monitoring all performances carefully. A professional with more than 7 years of experience in process management and operations. Prioritizes excellent communication abilities to ensure no misunderstandings ever interfere with success. Experienced in business analysis, business operations, evaluation, and decision making are the abilities developed and nurtured over time. Skills ● ● ● ● ● ● ● ● Excellent interpersonal and communication skills. Excellent ability to work well with and develop teams. Self-motivated, customer-focused, and ability to work well with and develop teams. Driving business metrics (e.g., customer satisfaction, service levels, value enhancement, average handling time, profitability, schedule adherence, etc.). Well-developed set of analytical skills capable of troubleshooting a wide variety of simple and interrelated systems. Good planning, prioritizing and organization and multiple priority management skills Strong interpersonal and communication (both written and verbal) skills. Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management. ● Above average knowledge of computer database system tools, Excel and PowerPoint. ● Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services. ● Responsible for compliance for all processes and policies and developing quality and productivity evaluations. Experience Marketing/ Customer Service Manager VTA Engineering Services, Mumbai April 2018 - Present          Achieved "Best in Quest" recognition for all corporate metrics including First Call Resolution, Average Speed of Answer, Call Quality, Capture Rate and Service Factor. Established individual productivity and quality metrics to compliment corporate-specific metrics. Created and implemented competitive customer service program (Fantasy Customer Service) which resulted in improved employee engagement and customer satisfaction scores. Successfully integrated dispatch into customer service from logistics. Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty. Strategized long and short term goals for business development tactics. Monitored and maintained brand image through business model change. Managed a customer service team that encompasses logistics support, auditing duties, data analysis, and customer complaints. Developed procedures to ensure that all customers are receiving the data they request in a timely and efficient manner through their sales person. Sales & Customer Service Manager Getztech Technologies, Navi Mumbai Jan 2016 – April 2018      Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies. Exceeded team goals and collaborated with staff members to implement customer service initiatives. Reviewed repeated issues within operations and business management to solve problems and improve company outcomes. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes. Customer Service Agent Exfactor Exchange, Navi Mumbai Sep 2013 – Dec 2015        Recommended products to customers and suggested other options if preferred product was unavailable. Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations. Educated customers on company systems, form completion, and access to services. Maintained accurate and current customer account data with manual forms processing and digital information updates. Evaluated customer information to explore issues, develop potential solutions and maintain highquality service. Responded proactively and positively to rapid change. Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously. Education June 2009 - June 2013 University of Mumbai, Mumbai Bachelor’s Degree in Computer Science Areas of Expertise  Customer Relationships  Customer Service  Client Retention  Answering Queries  Resolving Problems  Evaluating Customers  Account Management  People Management  Up Selling  Advisory Skills