ANSHUL PATHAK
Customer Care
Dubai
Summary
Experienced Senior Associate with 5 year+ demonstrated history of working in the Customer service and Sales Operations Food and Beverages Industry and Online Gaming Company. To be a successful Customer Service Professional in a reputed organization, where I can grow and enhance my knowledge and contribute my best efforts to the growth and success of the company.
Overview
9
9
years of professional experience
1
1
Language
Work History
CUSTOMER CARE EXECUTIVE
DELIVEROO UAE
07.2021 - Current
- Actively monitoring orders placed via Deliveroo up to completion
- Answering inbound calls and chats from customers, riders, and restaurants
- Proactively liaising with riders and restaurants to ensure orders run smoothly
- Providing feedback to relevant departments to help improve our customer experience
- Investigating and resolving customer complaints and queries
- Responding to customer issues via email, phone and chat
- Execute service recovery initiatives to eliminate/lower customer churn
- Liaise with department managers in undertaking tasks relevant to current department needs
SENIOR ASSOCIATE
Junglee Games
GURGAON
10.2019 - 03.2020
- Handling Customer queries through calls/emails
- Handling client voucher claims
SENIOR ASSOCIATE
ZOMATO
GURGAON
02.2017 - 08.2019
Merchant Support
FOOD PANDA
12.2015 - 01.2017
- Developed junior team members and cultivated collaborative culture
- Allocating Jobs and workload to Individual Team Members based on their ability
- Managed a team of 12 associates in the night shift slot and ensured their operational metrics were in line with the process requirements in the absence of Team Manager
- Monitor Agent weekly stats to provide encouragement or area of Improvement, Promptly addressed concerns, complaints, and inquiries to meet customer satisfaction on voice/Chat
- Support
- Escalate Merchant Issues regarding Devices, Payment to the respective team
- Worked with the Marketing /Promotions Team as well
Customer Service
HOMESHOP18
08.2014 - 09.2015
- Sales/Team Training Mentor
- Handled customer escalations through voice and Chats for the online ordering business for
- Zomato
- Worked with the International Customer Delight Team (Dubai/Lebanon)
- Worked on different projects part-time to help other teams within Zomato (ODM, Content)
- Handled Customer requests to Speak with a Supervisor, Escalate Issues to the relevant department to bring Positive Outcomes
- Worked as Temp Support for Sales, Content Team
- Worked with the sales team (On-Boarding-Document Collection) 1, Managing and resolving customer queries via emails and calls
- Working with different functions to achieve organisational targets
- Working with a team to ensure proper resolution of customer issues
Education
Bachelor of Science - Biology
Skills
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Timeline
CUSTOMER CARE EXECUTIVE
DELIVEROO UAE
07.2021 - Current
SENIOR ASSOCIATE
Junglee Games
10.2019 - 03.2020
SENIOR ASSOCIATE
ZOMATO
02.2017 - 08.2019
Merchant Support
FOOD PANDA
12.2015 - 01.2017
Customer Service
HOMESHOP18
08.2014 - 09.2015
Bachelor of Science - Biology
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