Summary
Overview
Work History
Education
Skills
Timeline
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DEEPAK BISHT

Manchester

Summary

Diligent Complaint Analyst with solid background in analyzing and resolving customer complaints. Successfully managed complex cases, ensuring high levels of customer satisfaction and compliance with company policies. Demonstrated ability to use critical thinking and communication skills effectively.

Overview

13
13
years of professional experience

Work History

Complaint Analyst

AMERICAN EXPRESS
04.2018 - 04.2024
  • Handled 2nd level customer's complaints for US Market
  • Investigate the customer's complaint throughly, compile a details report with supporting evidence and present a well-substantiated conclusion to resove the issue
  • Analyzed trends and identified opportunities to enhance service level, presented innovative ideas and highlighted key issue for continous improvement
  • Consistently maintained a productive rate of 2.5 UPH while achieving more that 95% quality standards
  • Conducyed internal quality audits to enhance team performance and improve overall quality score
  • Timely resolution of all complaints and queries raised by our customer while adhering to complaints policies and procedures
  • Shared and recommended false positive in complaints to mitigate any future risks
  • Mentor new hires to enhance skill development and improve overall team performance
  • Collaborated cross-functionally with teams to resolve issue efficiently

Sr. Quality Analyst

Convergys India Services Private Limited
12.2015 - 11.2017
  • To monitor calls taken by U.S
  • Agents for multiple segments (Sales, Billing, Retention and Technical)
  • To maintain the average accuracy of 97% and above
  • To maintain the daily and weekly productivity
  • Provides support to nester

Sr. Technical Customer Support

Convergys India Services Private Limited
03.2014 - 12.2015
  • Handled calls to resolve the technical issues faced by AT&T DSL US customers
  • Adherence to Service level agreements (SLA) and constantly meet Key performance indicators (KPI)
  • To work as a supervisor or Tier-2 for handling dissatisfied customers

Technical Customer Support and Sales Executive

Complete Solution Pvt. Ltd.
11.2011 - 12.2013
  • Handled calls and taking ownership of customer's issues related to desktop, laptops, tablets, smartphones, WiFi routers and printers
  • Maintain the sales conversion rate of 22% and above

Content Writer and Link Building (Online Marketing)

Utkal Web Solution Pvt. Ltd.
02.2011 - 09.2011
  • To achieve good rank in Google Search Engine using SEO tools
  • Submission and creation of content used in SEO and link building
  • Successfully manage the projects with team and at individual level

Education

Graduation -

Rajasthan Technical University Kota
INDIA
10.2010

Skills

  • Proficient Complaint Resolution
  • Microsoft Office Proficiency
  • Quality Assurance
  • Effective Time Allocation
  • Collaborative Team Member

Timeline

Complaint Analyst

AMERICAN EXPRESS
04.2018 - 04.2024

Sr. Quality Analyst

Convergys India Services Private Limited
12.2015 - 11.2017

Sr. Technical Customer Support

Convergys India Services Private Limited
03.2014 - 12.2015

Technical Customer Support and Sales Executive

Complete Solution Pvt. Ltd.
11.2011 - 12.2013

Content Writer and Link Building (Online Marketing)

Utkal Web Solution Pvt. Ltd.
02.2011 - 09.2011

Graduation -

Rajasthan Technical University Kota

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DEEPAK BISHT