Summary
Overview
Work history
Education
Skills
Languages
Additional Information
Affiliations
Personal Information
Custom
Timeline
Generic

Neeraj Vikal

BOURNEMOUTH,dorset

Summary

Dedicated professional with a strong foundation in analytical skills and decision making, complemented by exceptional time management and the ability to work under pressure. Demonstrates professionalism, a positive attitude, and empathy in all interactions. Committed to seeking solutions and enhancing organisational efficiency while pursuing opportunities for growth and development.

Overview

12
12
years of professional experience

Work history

Complaints Specialist

Glow Green Ltd
Bournemouth, Dorset
04.2023 - 10.2024
  • Resolved over 40 critical complaints weekly, enhancing customer satisfaction.
  • Conducted root cause analyses to identify persistent issues for improvement.
  • Customised communication strategies to address diverse customer needs effectively.
  • Maintained detailed records of interactions and resolutions for reference.
  • Trained new staff in complaint handling techniques to uphold service standards.
  • Negotiated solutions that aligned customer requirements with company policies.
  • Acknowledged customer concerns within set SLAs to ensure compliance.
  • Monitored social media for complaints, responding promptly to protect company reputation.

Retail Service Centre Advisor

Pennon Water Services Ltd
Poole, Dorset
06.2022 - 03.2023
  • Resolved over 60 daily customer queries through clear communication and structured solutions.
  • Managed billing profiles, addressing inquiries regarding payments and refunds efficiently.
  • Developed project plans and communicated deadlines to guarantee timely completion.
  • Achieved first call resolution for customer issues, minimising follow-up interactions.
  • Reduced customer effort by offering straightforward solutions to improve satisfaction.
  • Established rapport with customers, fostering positive long-term relationships.

Senior Customer Care Executive

ImpactQA Ltd
Delhi, India
07.2020 - 05.2022
  • Managed team of customer service agents, delivering training to enhance service quality.
  • Analysed customer service trends for process optimisation and efficiency enhancements.
  • Collaborated with finance department to resolve refunds and compensation issues, maintaining trust.
  • Initiated community engagement initiatives to strengthen brand loyalty and gather insights.
  • Fostered culture of continuous learning within customer care team, encouraging professional development.
  • Liaised with product development teams to address feedback and drive improvements.
  • Tailored customer service protocols for international clients, considering cultural sensitivities.
  • Resolved complaints with empathy, resulting in increased customer satisfaction and loyalty.

Retail sales associate

Pantaloons
Delhi
04.2018 - 05.2020
  • Enhanced shop floor appeal through effective visual merchandising initiatives.
  • Ensured accurate transactions by operating till systems proficiently.
  • Advised customers on product selection based on individual needs.
  • Established rapport with customers through attentive listening and clear communication.
  • Managed stock levels to optimise store performance and availability. Increased sales to 10%
  • Processed returns efficiently, maintaining high levels of customer satisfaction.
  • Conducted inventory checks to guarantee stock accuracy and integrity.
  • Maintained tidy sales floor, contributing to positive shopping experience.

Sales Associate

Convergys India Ltd
Gurgaon, India
03.2016 - 02.2018
  • Processed sales transactions swiftly, boosted sales to 12%
  • Demonstrated product features, enhancing customer interest and knowledge.
  • Coordinated team efforts to achieve sales targets, driving business success.
  • Developed comprehensive product knowledge to offer accurate recommendations.
  • Engaged customers through effective communication, fostering loyalty and repeat business.
  • Participated in training sessions to refine sales techniques and product expertise.
  • Monitored market trends and customer preferences to adapt sales strategies.
  • Resolved complex customer complaints promptly to restore satisfaction.

Practitioner

Concentrix India Pvt ltd
Gurgaon, India
07.2012 - 02.2016
  • Resolved customer service enquiries promptly and accurately.
  • Developed empathetic relationships, consistently exceeding sales goals.
  • Served as escalation point for complex customer issues, ensuring timely resolutions.
  • Monitored feedback and surveys to implement corrective actions for service-related issues.
  • Streamlined interdepartmental communication, enhancing customer issue resolution efficiency.
  • Processed orders, refunds, exchanges, and service requests for customers.
  • Promoted products using approved techniques, boosting revenue and performance metrics.
  • Maintained up-to-date knowledge of policies and offerings to optimise support.

Education

Bachelor of Arts - English

Delhi University

12th HSC - Humanities

CBSE Board

10th SSC -

CBSE Board

Skills

  • Professionalism
  • Positive attitude
  • Empathy
  • Analytical skills
  • Decision making
  • Time management
  • Problem seeking
  • Ability to work under pressure

Languages

Hindi
English
German
Hindi
Punjabi

Additional Information

I confirm that the details provided above are correct and I ensure to meet all the organisational needs and satisfaction.

Affiliations

  • Listening music
  • Dancing
  • Bowling
  • Travelling

Personal Information

Custom

2,6,3,6

Timeline

Complaints Specialist

Glow Green Ltd
04.2023 - 10.2024

Retail Service Centre Advisor

Pennon Water Services Ltd
06.2022 - 03.2023

Senior Customer Care Executive

ImpactQA Ltd
07.2020 - 05.2022

Retail sales associate

Pantaloons
04.2018 - 05.2020

Sales Associate

Convergys India Ltd
03.2016 - 02.2018

Practitioner

Concentrix India Pvt ltd
07.2012 - 02.2016

Bachelor of Arts - English

Delhi University

12th HSC - Humanities

CBSE Board

10th SSC -

CBSE Board

Similar Profiles

Create profile
Neeraj Vikal