Shubhankar Mulay
Passenger Assist at First Customer Contact Ltd. | Sport Management Expertise
- Role
- Customer Service Advisor at First Customer Contact Ltd
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Shubhankar Mulay
Business Operations professional with 3+ years of experience in operational coordination,…
Experience
Customer Service Advisor
Apr 2024 — Present · Sheffield, GB
Provided comprehensive customer support to passengers across major UK train operators (GWR, AWC, Hull Trains, Lumo Trains, TransPennine Express), managing high-volume inquiries and resolving complex travel disruptions.Key Achievements:• High-Volume Efficiency & Performance: Managed 15-20 inbound calls and 10-15 case/app bookings daily, consistently exceeding departmental performance objectives through effective time management and prioritization.• Complex Problem-Solving & Leadership: Resolved intricate passenger travel issues, demonstrating critical thinking and adaptability. Proactively assisted and mentored new colleagues, explaining complex procedures and fostering a supportive team environment.• Industry Expertise & Customer Focus: Developed in-depth knowledge of the UK rail network and specific passenger assistance procedures for multiple operators, ensuring accurate and efficient support. Maintained a strong focus on delivering exceptional customer service and resolving issues promptly.• Data Privacy & Compliance: Ensured strict adherence to GDPR regulations, safeguarding sensitive customer data. Played a key role in the successful implementation and adherence to the newly introduced 3rd party authorization process, ensuring compliance and data security.• Proactive System Support & Improvement: Identified and resolved system and equipment issues, minimizing disruptions and ensuring operational efficiency. Contributed to continuous improvement initiatives by analyzing root causes of customer contact.Developed strong problem-solving, communication, leadership, and compliance skills. Eager to leverage these skills in future opportunities.
Education
University of Stirling
Master of Science - MS, Sport Management
Savitribai Phule Pune University
Bachelor of Commerce - BCom
Savitribai Phule Pune University
Bachelor of Laws - LLB, Banking, Corporate, Finance, and Securities Law
Savitribai Phule Pune University
Master of Laws - LLM, Business law
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