Summary
Overview
Work History
Education
Skills
Visa Status
Timeline
Generic

Drashti Trivedi

Bombay,AUK

Summary

Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.

Overview

8
8
years of professional experience

Work History

Outbound Escalation Call Center Agent /Senior Customer Service Representative

Fisher & Paykel
10.2020 - 11.2024
    • Consulted with customers to determine best methods to resolve service and billing issues.
    • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
    • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
    • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
    • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
    • Developed expert knowledge of company products and services to provide accurate information to customers.
    • Explained key information regarding products and services to customers to encourage informed decision-making.
    • Evaluated customer account information to assess current issues and determine potential solutions.
    • Maintained 100% satisfaction rating with customers by providing exceptional service and support.
    • Accurately documented calls and caller information in Salesforce software and made updates to data as needed.
    • Resolved average of 50 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
    • Asked probing questions to determine service needs and accurately input information into electronic systems.
    • Handled escalated customer service concerns from replacement and refund for the faulty product.
    • Booked more than 40 service appointment daily for the faulty appliances.
    • Stayed up-to-date on company policies and procedures, allowing for informed decision-making during escalations.
    • Exceeded performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
    • Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
    • Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
    • Provided feedback on agent performance, contributing to ongoing professional development and improved service delivery.
    • Mentored junior agents by sharing best practices and strategies for navigating difficult customer interactions.
    • Assisted in creating new training materials for incoming agents, resulting in a more consistent customer experience.
    • Reduced customer complaints by efficiently managing and resolving escalated issues.
    • Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
    • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
    • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
    • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Cross-trained and backed up other customer service managers.
    • Responded proactively and positively to rapid change.
    • Followed up with customers about resolved issues to maintain high standards of customer service.
    • Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.

Contact Center Assistant (Fixed Term Contract)

Madison (Inland Revenue Department)
02.2020 - 09.2020
    • Adhered to Inland Revenue's policies and scripts to consistently achieve call-time and quality standards.
    • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
    • Maintained accurate and current customer account data with manual forms processing and digital information updates.
    • Answered average 45 number of calls and emails per day, addressing customer inquiries, solving problems and providing Tax information.
    • Educated customers how to use Inland Revenue's online systems, complete forms, correct tax code for their income and obtain desired services.
    • Entered customer interaction details in Inland Revenue's software to track requests, document problems and record solutions offered.
    • Confirmed Income tax Assessments with customer and explained about debts and refunds of their tax returns with Inland Revenue's online services.
    • Adhere to the expected standards of behavior set out in Inland Revenue's Code of Conduct.
    • Performed to the best of my ability, and committed to a high standard of work performed in a safe manner.

Customer Service Representative

Pita Pit
12.2018 - 01.2020
    • Greeting customers, taking orders and prepares food neatly, accurately and in a timely manner.
    • Uses Point of Sale system/cash register to record order, collect payment and makes change.
    • Promoting the loyalty card program and helped to open and activate new fan cards.
    • Consistently met sales targets by encouraging customers to buy featured products and ongoing promotional items.
    • Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
    • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
    • Handled customer complaints, resolved issues and adjusted policies to meet changing needs
    • Developed training, task and process guidelines and communicated clear and concise directions to new employees
    • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank every week
    • Reviewed pricing and ordered food ingredients, kitchen appliances and supplies
    • Managed ingredients and food product use by assessing availability, customer traffic and popularity of items resulting in 100% food waste reduction

Receptionist

Net World - Navsari, Gujarat
08.2017 - 05.2018
  • Dedicated to continuously improving sales abilities and product knowledge.
  • Answered telephone inquiries from clients, vendors and the public.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Answered an average of 40 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Learned, referenced and applied product knowledge information.
  • Processed daily invoices and billed renewed invoices to clients.
  • Handling Cash and Banking.

Bookkeeping Assistant and Audit Assistant

CA Vinod Desai & Associates, CA anand desai & Co
11.2016 - 07.2017
  • Worked with managers to develop annual expense plan goals.
  • Created periodic reports comparing budgeted costs to actual costs.
  • Generated reports detailing various metrics and account information details into computer database.
  • Reconstructed accounting records from clients' checks and cash receipts.
  • Provided extensive clerical and administrative support to department staff.
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Set up and updated customer accounts with interactions, payments and personal information.
  • Generated and mailed updated statements.
  • Assessed financial statements and records.
  • Created presentation formats for monthly/quarterly reviews of expense charge-outs.

Education

Masters of Commerce - Financial and Account Management

Veer Narmad South Gujarat University
Surat, Gujarat, India
2016

Bachelors of Commerce - Advance Accounting And Audit

Naranlala College Of Commerce And Management
Surat, Gujarat, India
2014

Primary, Secondary And Higher Secondary - Schooling

Bhaktashram Shala Eng-Medium School
Surat, Gujarat, India
2011

Skills

  • Administrative coordination
  • Staff education and training
  • Professional telephone etiquette
  • Tax code knowledge
  • Report preparation
  • POS systems expert
  • Retail store support
  • Stock management
  • Money handling abilities
  • Creative problem solving
  • Order fulfillment
  • Quick learner
  • Providing customer support
  • Resolving issues
  • Call control skills
  • Team development
  • Performance monitoring
  • Calm under pressure

Visa Status

Permanent Residence Visa

Timeline

Outbound Escalation Call Center Agent /Senior Customer Service Representative

Fisher & Paykel
10.2020 - 11.2024

Contact Center Assistant (Fixed Term Contract)

Madison (Inland Revenue Department)
02.2020 - 09.2020

Customer Service Representative

Pita Pit
12.2018 - 01.2020

Receptionist

Net World - Navsari, Gujarat
08.2017 - 05.2018

Bookkeeping Assistant and Audit Assistant

CA Vinod Desai & Associates, CA anand desai & Co
11.2016 - 07.2017

Masters of Commerce - Financial and Account Management

Veer Narmad South Gujarat University

Bachelors of Commerce - Advance Accounting And Audit

Naranlala College Of Commerce And Management

Primary, Secondary And Higher Secondary - Schooling

Bhaktashram Shala Eng-Medium School

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Drashti Trivedi