Pragati Bourasi

About Pragati Bourasi

Dedicated and results-oriented Customer Service Representative with 5 years of experience in the BPO industry, specializing in delivering exceptional customer support. Equipped with extensive training in project and time management, I possess a deep understanding of adhering to company policies while ensuring customer satisfaction through effective problem resolution. With a proven ability to handle multiple tasks simultaneously, I excel in providing prompt and high-quality resolutions. Moreover, I am committed to fostering and nurturing professional relationships with clients, recognizing their importance in driving profitability and achieving business results. As a driven professional with over 5 years of experience in Business Process Outsourcing, I am genuinely passionate about customer handling and resolving queries. My unwavering commitment to delivering exceptional quality resolutions sets me apart. Proficient in Microsoft Office and Salesforce, I thrive in dynamic environments and thrive on collaborating with cross-functional teams to drive innovation and achieve strategic business objectives. With an open mindset and a constant desire for growth, I am eager to explore new opportunities where I can contribute my expertise to a forward-thinking organization. Let\'s connect and explore how, together, we can create a meaningful impact.

Experience

1. Senior Customer Care Executive

   TaskUs

   Feb 2022 — Present · Indore, IN

   Provided outstanding customer support, resolving inquiries, concerns, and complaints promptly and effectively.Managed and prioritized high volumes of customer interactions through various channels, including phone, email, and chat.Collaborated closely with cross-functional teams to ensure seamless communication and coordination, resulting in enhanced customer satisfaction.Supported delivery agents/boys/executives through various channels including calls, chat, and email, addressing their inquiries and providing guidance on packing, food delivery, and payment-related issues.Collaborated closely with cross-functional teams, including operations and logistics, to resolve complex delivery challenges and ensure timely and accurate order fulfillment.Demonstrated exceptional communication and problem-solving skills, effectively resolving customer and agent concerns to maintain high service standards.Conducted training sessions and workshops for delivery agents, equipping them with product knowledge, delivery protocols, and customer service best practices.Proactively identified areas for process improvement to optimize delivery operations and enhance overall efficiency.Assisted in resolving payment-related issues, ensuring accurate and timely remittance for delivery agents and addressing any discrepancies or concerns.Maintained a comprehensive understanding of Client\'s policies and procedures, providing accurate and up-to-date information to both customers and delivery agents.Managed and documented customer and agent interactions using CRM tools, ensuring accurate records and enabling effective follow-up.Collaborated with the technical support team to address any technical issues or challenges faced by delivery agents, facilitating smooth operations.Upheld a high level of professionalism and empathy in all interactions with customers, delivery agents, and internal stakeholders, fostering positive relationships and enhancing the overall customer experience.

Education

• Devi Ahilya Vishwavidyalaya, Indore

  Bachelor of Science - BS

  2013 — 2016