Saurabh Dubey

Experience

• 

  Concentrix

  Nov 2022 - Aug 2024

  Operations Representative

  In my previous role within the BFSI sector at a prominent bank i.e HDFC Bank, I served as an Operations Representative. My responsibilities encompassed ensuring quality maintenance, addressing customer concerns, pinpointing areas for enhancement, and executing strategies to elevate service delivery standards.Transitioning to a leading payment service provider i.e.PhonePe, my focus remains on delivering high-quality services and innovative solutions to our valued clientele.

• 

  Accenture

  Sept 2024 - now

  Customer Service Comms Associate

  Customer Services FCR Team – (Leading US Wireless Tele-communications) I began my journey at Accenture as part of the Customer Services First Contact Resolution (FCR) team. My role is centered on delivering high-quality customer support, ensuring that issues were effectively resolved in the first interaction. I honed skills in active listening, problem-solving, and efficient communication to enhance customer satisfaction. This role required strong product knowledge, attention to detail, and the ability to de-escalate situations while providing seamless resolutions.Moved in Loyalty, Escalation, and Retention team. My role focuses on resolving customer concerns, handling escalations efficiently, and implementing personalized retention strategies to enhance customer satisfaction and reduce churn. I strive to provide effective solutions while ensuring a positive customer experience, ultimately strengthening customer relationships and brand loyalty. Show less