Bhushan Srivastava

Work History

Boots UK

Nottingham

06.2023 - 04.2024

Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
Recorded and processed customer data accurately.
Managed high-volume customer queries simultaneously through effective multitasking.
Successfully delivered on tasks within tight deadlines.
Directed daily operations to achieve maximum output and reduce costs.

APPLE INC

Hyderabad, India

11.2019 - 04.2021

Part of team to streamline tasks, helped employees become more independent
Reviewed content of customer and Recorded responses and evaluate quality of recordings
To meet daily KPIs, go through 50 recordings, and meet daily SLA targets while working under pressure
Train new employees to perform their duties, develop and implement new training modules for faster learning, and reduce time spent on overall employee training
Suggested and implemented methods to streamline process by cutting down on amount of time employees spend on each customer account and increasing employee productivity
Analysed recording to find anomalies and ways to enhance user experience
Troubleshot database to minimise glitches and bugs.
Generated reports from extracted data for analyses.

Synchrony Financial Services.

Hyderabad, India

07.2017 - 10.2018

Identified areas of improvement among peers and helps improve team performance by 20%
Formulated efficient methods to gauge employee performance metrics in excel, was awarded innovation award for this method
Minimized accounts receivable collections and reconciled customer billings and statements
Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews
Analyzed customer data such as financial statements to determine level of risk involved for extending credit
Analysed existing organisational processes, gathered data to advise on system upgrades and perform regular equipment maintenance
Notified quality assurance personnel of production flaws suggesting improvements.
Assisted with integration of new practices, ensuring minimal impact on daily operations.

Genpact (G-Pay)

Hyderabad, India

02.2017 - 07.2017

Was part of pre -launch team in testing and understanding (Google pay)app
Managed and co-ordinated with team on app queries
Analysed customer expectation
Provided best customer service feedback to new colleagues
Created platform for representatives to handle Indian calls
Measured processes organisation-wide, identifying delays, obstructions and weaknesses
Notified quality assurance personnel of production flaws suggesting improvements
Managed 40-50 calls per day to improve expectation and deliver quality experience

AMAZON

Hyderabad

09.2015 - 03.2016

Handle difficult customers and escalated call
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
Supervised team of 10 employees to help team lead, monitored performance metrics and developed actionable insights to improve efficiency, provided regular reports to manager regarding team's performance
Efficiently worked in group to accomplish team target with accuracy and appropriate turnaround time & provide excellent customer service
Acted as interface between customer and organization to solve customer queries and assist customers in expediting orders and correcting post-sales problems
Responded to customer emails, letters and phone calls within company's communication targets.