Nayan Maji Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

Pune, Maharashtra, India

Pune, Maharashtra, India

Customer Relations Advisor at Three UK from 13th June’19 to 10th Aug’20.Postpay (June’19 - Jan’20)Job Description : Managing inbound calls and helping customers to resolve queries with billing, network, handset technical issues and services as 1st line of customer support. Assisting customers with complete resolution and making sure NPS is achieved and no repeat calls. Trained to troubleshoot complete handset issues. Provide resolution on technical calls by troubleshooting and running network diagnostic checks accordingly. Trained on Resolve tool for network diagnostics. Doing Cross Sell on every eligible and resolved call.Complaints Management (Jan’20 - Aug’20)Job Description : Managing escalation calls and chats from 1st line(Postpay, Retentions, Collections) and 2nd line(Technical) teams. De-escalating irate customers and provide research based solutions of issues which are out of scope for the first line or second line. Assist first line advisors with further detailed system information and process knowledge. Lodge complaint of customers and provide resolution options. Deliver on key parameters. Trained on other skillsets to support them in order to maintain SLA. Manage expectations for NO RES cases and create exceptions if needed. Trained on Rowland, Verint, Velocent and ITSM tools. Worked on Webchat with dual concurrency.Achievements - Star Performer(New Hire Training)

Pune Area, India

Representative, Operations at Flipkart from 15th March'18 to 15th April'19.Non Delivery Reports (Mar’18 - Apr’18)Job Description : Calling customers to inform about the delayed or failed product deliveries. Confirm or update address and reschedule the delivery or cancel as per the customer requirement.Seller Onboarding (Pilot) (Apr’18 - Apr’19)Job Description : Outcalling interested sellers to educate on how to onboard and start selling on Flipkart. Once registered, help the seller to complete documentation and listing of products and get the seller live on the portal. Document verification, training sellers to start business and providing education and insights. Trained on Salesforce to pick up leads, follow up and close the incidents once the seller is live.Additional activities : Regular client calls along with TL and manager to share insights and streamline the new process.DSAT analysis with TL for error categorization.Call audits and sharing feedback with team members.Achievements - Super Talented Achiever Award (Best Performer) - Q3'18Super Talented Achiever Award (Best Performer) - Q4'18