Prakriti Vashisht
Customer Service Specialist
Auckland
Summary
Dedicated and results-oriented professional with a proven track record of exceeding targets and driving revenue growth. Experienced in leading high-performing teams to deliver exceptional customer service and strategic business outcomes. Seeking to leverage expertise in Customer Service to contribute to the success of a forward-thinking organization
Overview
11
11
years of professional experience
Work History
Job Management Consultant
Fisher & Paykel
06.2021 - 10.2021
- Working within the Global Support Centre in conjunction with Regional Service Managers and Field Service Support staff by Day-to-Day management of service jobs for Field Service Team via Gantt.
- Ensuring that both internal and external customer’s expectations are met through the efficient management of service jobs and availability of each technician.
- Day to day management and scheduling of service jobs for the Field Service, Technicians, managing and reaching to daily schedule changes, availability and timelines via Gantt.
- Processing of Access reports to support the scheduling of outstanding jobs work.
- Communication with our Global Support Centre Consultants and act as the link and primary communicator between the GSC and Field Services Teams.
- General office administration including phone queries and office support.
Customer Care Consultant
Fisher & Paykel Appliances NZ
03.2020 - 05.2021
- Streamlined communication with clients, leading to improved relationships and increased retention rates.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Handling product and service-related enquiries for Fisher & Paykel and Haier customers from all over the world
- Troubleshooting faults with the appliances over the phone
- Book service technicians and working on Case Management on Salesforce within a timely manner
- Updating MSD (Ministry of Social Development) customers about their new appliance purchase orders
- Dealing with the escalations related to service issues, product replacements, product upgrades & job appointments.
Customer Care Specialist/Sales
2 Degrees Mobile
08.2018 - 03.2020
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Established a reputation for providing outstanding customer support, receiving numerous accolades from both customers and colleagues.
- Help prepay, pay monthly and broadband customers to do more with 2 Degrees
- Assisting customers with Broadband plans and interest free phone contracts
- Achieved KPI's and increased sales by 30% within an year.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
Sales Agent
Salmat - Vodafone
01.2018 - 07.2018
- Contacted existing customers to discuss competitive solutions for internet, mobile and home phone solutions.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
- Agent of the month - APRIL (264% overall target) Highest NPS (Net Promoter Score) for customer satisfaction in Inbound sales
- I have proficiently utilized CRM systems including Salesforce, TP2, and Siebel to effectively manage customer relationships and streamline sales processes
Guest Service Associate
VR Group Of Hotels
04.2017 - 01.2018
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Created lasting relationships with loyal customers by anticipating their needs, leading to increased return visits.
- Conducted regular inventory audits to maintain adequate supplies for guest needs and efficient operations.
- Organized transportation arrangements upon request from clientele, facilitating a seamless travel experience.
- Handled cash & card transactions along with managing the cash box.
- Resolved various disputes of customers by excellent problem-solving skills and AAER tactics (Acknowledge Apologize Empathize & Reassurance)
Team Leader
Thomas Cook India LTD
08.2013 - 02.2017
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Effectively led a dynamic sales team to consistently surpass targets and drive revenue growth
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Hunting new business clients to expand company's success stats for Tourism services
- Converting leads to prospects and convincing customers to buy international travel packages (Flights, cruises or tours around the world) from Thomas cook
- Awarded as the best sales performer for 2015
Process Trainer
ISON BPO
10.2012 - 07.2013
- Facilitate new hires, training them and imparting knowledge about the process giving a detailed insight of the process.
- Providing each one of them practical training of CRM and other work tools.
- Transition New hires from classroom training to taking live calls ensuring that the business goals are met.
- Preparing Presentations to make the trainees educate about the processes
- Provide statistical and performance feedback and coach and mentor associates on a regular basis.
- Recruiting eligible candidates to work for the company efficiently.
Travel Advisor
Holiday India
08.2011 - 05.2012
- Collaborated with suppliers to negotiate competitive rates and exclusive deals for clients.
- Conducted post-travel follow-ups with clients to gather feedback on their experiences and identify areas of improvement.
- Managed complex travel arrangements for high-profile clients, ensuring a seamless experience.
- Streamlined booking processes for increased efficiency and reduced errors.
International Caller
Tarika Technologies
05.2010 - 07.2011
- Provided personalized solutions based on individual customer needs, leading to higher levels of satisfaction and loyalty among clients.
- Fostered a positive work environment by actively participating in team meetings and contributing constructive feedback on department processes.
- Active Cold calling to US market
- Helping students after high school by recommending appropriate colleges for enrolment
- Selling offers by convincing them to enroll in any of the colleges/universities advised by the company
Education
Graduate Diploma in Sales & Marketing - Sales And Marketing Education
Manukau Institute of Technology
Auckland, AUK 04.2001 -
Masters of Tourism - Tourism
Indira Gandhi National Open University
India 04.2001 -
Skills
Timeline
Job Management Consultant
Fisher & Paykel
06.2021 - 10.2021
Customer Care Consultant
Fisher & Paykel Appliances NZ
03.2020 - 05.2021
Customer Care Specialist/Sales
2 Degrees Mobile
08.2018 - 03.2020
Sales Agent
Salmat - Vodafone
01.2018 - 07.2018
Guest Service Associate
VR Group Of Hotels
04.2017 - 01.2018
Team Leader
Thomas Cook India LTD
08.2013 - 02.2017
Process Trainer
ISON BPO
10.2012 - 07.2013
Travel Advisor
Holiday India
08.2011 - 05.2012
International Caller
Tarika Technologies
05.2010 - 07.2011
Graduate Diploma in Sales & Marketing - Sales And Marketing Education
Manukau Institute of Technology
04.2001 -
Masters of Tourism - Tourism
Indira Gandhi National Open University
04.2001 -
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