Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Custom
Timeline
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AKHIL SETHI

Nottingham,Nottinghamshire

Summary

To pursue a challenging career and be a part of progressive organization that gives a scope to enhance knowledge and utilize skills towards the growth of the organization. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work history

BPO Rebel(uber)eats Process

Teleperformance Company
Mohali
01.2018 - 07.2019
  • Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
  • Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
  • Drove customer retention, building engaging relationships through every interaction.
  • Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
  • Employed active listening and communication skills to handle escalated and complex calls, achieving 80% positive outcome.

BPO Tata sky NVSD Chat process

Teleperformance Company
Mohali
12.2019 - 05.2021
  • Monitored chat for quality and promoted best manufacturing processes in line with company SOPs.
  • De-escalated objections and disputes professionally to maintain customer satisfaction.
  • Improved customer retention by 70%, through service and account management.

L1 customer care executive in chat process and as a Subject Matter Expert (SME)

TaskUS India Private Limited
Mohali
09.2021 - 12.2023
  • Advised senior decision-makers in strategy development and execution to support growth and success.
  • Collaborated with diverse teams to offer guidance and knowledge to drive progress.
  • Documented processes and best practices to form consistent framework for ongoing operations.
  • Drafted SOPs and work instructions to enforce consistency and adherence to best practices.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Led team of 15 to achieve KPI targets and successfully complete assigned projects.
  • Coached team members through new or difficult workflows.

Education

Bachelor of Computer Application - Compuer Application

Guru Nanak dev university
Amritsar
06.2018 - 06.2021

MSC International Hospitality Management - Hospitality

University of Essex
Colchester
01.2024 -

Skills

  • Honest
  • Hardworking
  • Helpful nature
  • Decision making
  • Analyses of information
  • Plan & organize
  • Customer centricity
  • Problem solving
  • Critical thinking
  • Complaint management
  • Inbound call handling
  • Customer retention strategies
  • Webchat support

Languages

Punjabi
Hindi
English

Personal Information

  • Father's Name: Ashwani Kumar
  • Mother's Name: Indu bala
  • Blood Group: A+
  • Date of birth: 05/21/2000
  • Gender: Male
  • Nationality: Indian

Custom

I Hereby declare that the above information provided is true to the best of my knowledge & belief . I assure that being provided me a chance to serve your organization & i will prove myself up to the expectation.

Timeline

MSC International Hospitality Management - Hospitality

University of Essex
01.2024 -

L1 customer care executive in chat process and as a Subject Matter Expert (SME)

TaskUS India Private Limited
09.2021 - 12.2023

BPO Tata sky NVSD Chat process

Teleperformance Company
12.2019 - 05.2021

Bachelor of Computer Application - Compuer Application

Guru Nanak dev university
06.2018 - 06.2021

BPO Rebel(uber)eats Process

Teleperformance Company
01.2018 - 07.2019

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AKHIL SETHI