Pratik Dabhi

Operations Associate

Gandhinagar, Gujarat, India10 yrs 7 mos experience

Most Likely To Switch

Key Highlights

Proven expertise in customer service and banking.
Strong communication skills fostering business positivity.
Experienced in managing contact center operations.

Stackforce AI infers this person is a Customer Service Specialist in the Banking and Financial Services industry.

Contact

Skills

Core Skills

Customer ServiceOperations ManagementFraud InvestigationsEmail SupportCredit Card CollectionsChat ProcessTechnical Support

Other Skills

Annual ReviewsAttention to DetailAttritionBankingBusiness ProcessBusiness Process Outsourcing (BPO)CSECTQCall MonitoringChatsClient CoordinationClient RelationsClient RequirementsClient ServicesCoaching

About

An exceptional ability to communicate and foster business positivity catering to our clients. Experienced Customer Service Specialist with a demonstrated history of working in Banking and customer service Industry. Skilled in Support Analysis, Banking, Mobile Banking, Retail Banking and Personal Banking. A strong support professional graduated from Banking and Insurance from Mumbai University.

Experience

10 yrs 7 mos

Total Experience

1 yr 9 mos

Average Tenure

3 yrs 3 mos

Current Experience

Baroda global shared services ltd

Assistant Manager Operations - Contact Centre

Mar 2023 – Present · 3 yrs 3 mos · Gandhinagar, Gujarat, India · On-site

An Assistant Manager providing strategic advisory support and implementation of best practices for the contact centre for International Banking. Team Management, Enhancing of the reporting executives soft skills along with the Inbound and Outbound customer handling process.

Key MetricsCore BankingCustomer SuccessCTQPhone EtiquetteInternet Banking+58

Fiserv

Senior Customer Service Associate

Jul 2022 – Mar 2023 · 8 mos · Thane, Maharashtra, India · On-site

Interact with multiple live customers wherein to chat with customers, resolving their credit card related queries.
Identify and address customer needs with a goal of complete satisfaction
Check for the complete billing and charges information post authenticating the credit card accounts with verification parameters
Identify fraud, disputes and vulnerable customers looking for investigations on their approved and pending transactions
Follow daily company communications, guidelines and procedures.
Recommend improvement in the processes to bring efficiency in the process.
Achieve good productivity number, CSAT and other parameters above benchmark to be above competition.

Customer SuccessPhone EtiquetteAttention to DetailCommunicationGrammarCredit Cards+29

Europ assistance india

Customer Service Associate

Dec 2020 – Jul 2022 · 1 yr 7 mos · Mumbai, Maharashtra, India · Remote

Email support for Royal Enfield (A unit of Eicher Motors Ltd.)
Liason with ASM/TSM and Regional Managers for updates
Engaging with customers over calls to rectify and resolve the queries/issues/concerns/requests.
Handling escalated emails, social media escalations including consumer forum tracking and speaking with them via outcalls and email channels.
Updating Royal Enfield's responses over National consumer forum portal.
Buddy up pairing with all new recruits to impart them on the job training and coaching them for live email actioning.
Tracking and monitoring the new recruits work and providing them with live feedback.

Customer SuccessPhone EtiquetteAttention to DetailHands-on TrainingEmail WritingCommunication+43

Epicenter technologies pvt. ltd

Customer Service Representative

Mar 2020 – Dec 2020 · 9 mos · Mira Bhayandar, Maharashtra, India · Remote

US Outbound credit card / store card collections

Customer SuccessPhone EtiquetteAttention to DetailCommunicationNegotiationGrammar+26

Royal bank of scotland business

Customer Service and Operations Analyst

Mar 2017 – Mar 2019 · 2 yrs · Mumbai Area, India · On-site

Customer Service - Chat process
Working for Natwest Bank, Royal Bank of Scotland, Isle of Man, etc. for multiple chats at a time assisting customers from UK for Retail banking requirements.

Customer SuccessPhone EtiquetteAttention to DetailCommunicationGrammarCustomer Service+27

Convergys india services private limited

Technical Support Specialist

Nov 2014 – Mar 2017 · 2 yrs 4 mos · Mumbai Area, India · On-site

Chat process for Time Warner Cable (TWC) assisting in billing and charges of Internet connection, TV set top box, etc.
Handling multiple chats at a time interacting with US based customers.

Customer SuccessPhone EtiquetteAttention to DetailCommunicationNegotiationGrammar+25