Lokesh Marwaha
Glasgow,UK
Summary
Customer service agent bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customized solutions to build loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.
Also worked in delivery industry and management roles, showing a willingness to learn new skills and overcome different challenges. Punctual, efficient and known for reliability aswell as excellent customer interactions. Always motivated to provide professional service at all times.
Overview
11
11
years of professional experience
Work History
Courier Driver
Royal Mail/Parcelforce
Glasgow
09.2022 - Current
- Reported vehicle issues and delivery disruptions.
- Manoeuvred vehicles for loading and unloading.
- Collected, sorted and loaded deliveries for prompt dispatch.
- Maintained good local area knowledge to assist in planning efficient, cost effective delivery routes.
- Accurately distributed 50-80 parcels to assigned delivery slots.
- Maintained high levels of customer satisfaction by updating clients on scheduled changes and estimated times.
- Acquired signatures and completed delivery forms for tracked or age-restricted items in compliance with sign off guidelines.
- Correctly labelled and assigned non deliverables to relevant areas in warehouse.
Customer Service Agent
Barclays
Glasgow
10.2019 - 08.2022
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Assisted customers with products complaints, logging issues for investigation and providing replacement items.
- Advised customers on applicable policies and managed expectations to minimise further complaints.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Documented customer interactions and prepared paperwork for follow up actions.
- Cultivated customer loyalty through exceptional service, promoting repeat custom.
Area Manager
Havelock Dry Cleaners
Glasgow
01.2014 - 10.2019
- Evaluated existing operations and current market trends to identify necessary improvements and capitalise on changes.
- Set aggressive targets for employees to drive company success and strengthen motivation
- Achieved high levels of customer satisfaction, inspecting items for damage at all stages and ensuring repeat business.
- Answered and handled phone and email enquires
- Maintained optimal stock quantities, monitored supply levels and recommended replenishment.
- Kept equipments, cleaning supplies and garments tidy and presentable at all times, enhancing department safety and organisation.
- Loaded and unloaded machines, ironed pieces and operated washers and dryers observing safety protocols throughout.
Education
Bachelor of Science - Finance, Risk
Glasgow Caledonian University
Glasgow 08/2007 - 06/2011
HND - Health, Fitness and Exercise
Anniesland College
Glasgow 08/2011 -
Skills
- Dispute resolution
- Enhancing customer experience
- Following data confidentiality procedures
- Queue management
- Customer retention
Affiliations
- Avid fitness enthusiast who maintains an active and healthy lifestyle.
Timeline
Courier Driver
Royal Mail/Parcelforce
09.2022 - Current
Customer Service Agent
Barclays
10.2019 - 08.2022
Area Manager
Havelock Dry Cleaners
01.2014 - 10.2019
Bachelor of Science - Finance, Risk
Glasgow Caledonian University
08/2007 - 06/2011
HND - Health, Fitness and Exercise
Anniesland College
08/2011 -
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