Jayadeep Dharmala

Experience

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  Tech Mahindra Business Services

  Jun 2019 - Jul 2020

  Customer Service Representative

  IN Primary Support : • Handled inquiries and issues for IN primary customers, delivering high-quality service.• Developed and implemented customer service initiatives that reduced wait times.• Maintained customer satisfaction with proactive strategies focused on addressing customer needs and resolving concerns.• Assisted 50-100 customers daily by providing product information and purchasing guidance.• Documented customer interactions in the CSC portal for effective tracking and problem resolution.Amazon Pay Support : • Managed cashback-related inquiries, ensuring accurate and timely processing.• Handled transaction confirmations and provided resolutions for payment-related issues.• Processed refunds and offered guidance on payment-related concerns, contributing to customer satisfaction. Show less

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  Amazon

  May 2023 - May 2024

  Customer Service Associate

  HBS Associate - Heavy Bulky Service• Managed large orders' delivery logistics, collaborating with carriers and resolving issues promptly.Proficiently addressed customer concerns, ensuring high satisfaction and issuing refunds when necessary.• Specialized in handling complex product issues such as defects and damages, providing effective resolutions.Registries Specialist• Led a blended process involving wishlist, wedding registries, and baby registries.Expertly addressed diverse customer issues related to registries, demonstrating versatility in problem-solving.CSBA - Customer Service by Amazon• Specialized in seller orders, providing support for services fulfilled by Amazon.Primary - Primary Message Us• Acted as a first line of defense in the primary department, handling prime-related charges, delivery issues, and damages.• Effectively managed and resolved Amazon driver-related concerns, contributing to a seamless customer experience. Show less

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  We Fill it Overseas Education

  May 2023 - now

  Managing Director
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  Revolut

  May 2024 - Aug 2024

  Support Specialist

  Retail Accounts :• Handled daily inquiries regarding user accounts, including verifying andadjusting account plans based on user needs.• Processed account downgrades and applied goodwill gestures or refundswhere applicable.• Managed user requests to update personal account details such as address,phone number, and email address.• Provided comprehensive assistance on complex account changes, includingentity shifts, IBAN updates, and guidance on migrating accounts betweenbranches.• Addressed and resolved issues related to negative account balances,ensuring users understood the steps required to correct these discrepancies.• Supported users in creating joint accounts, including troubleshooting anyissues that arose during the setup or use of these accounts.• Assisted in the creation and management of Revolut <18 accounts, offeringtroubleshooting steps and ensuring the smooth operation of these accountsfor younger users.• Supplied users with official account balance confirmation documents,detailed transaction histories, and overall account confirmation details asrequested.• Processed and managed requests for free plan subscriptions, ensuring userswere properly enrolled.• Facilitated refunds for unused months of paid subscriptions, ensuring asmooth and transparent refund process.• Assisted users in the account closure process, ensuring all necessary stepswere completed and users were informed of any implications.Referrals :•Responded to a wide range of referral-related queries, differentiatingbetween issues raised by the referrer and those by the invitee to providetailored support.• For referrers, conducted checks on invitees’ accounts to confirm eligibility forreferral rewards and communicated these findings clearly.Manually processed referral rewards when they were not automaticallyapplied, following a thorough investigation to ensure accuracy. Show less