Siddhi Patil

Digital Resolutions Specialist @Concentrix

Newcastle Upon Tyne, GB

Working as part of the Digital Resolutions Team in the Home Billing Department of British Telecommunications (BT) and Everything Everywhere (EE), I provide exceptional customer support, focusing on broadband and landline services.• Providing dedicated support to BT and EE customers, handling 15–20 email and letter queries daily, resolving billing discrepancies, account updates, payment adjustments, and technical issues with a resolution rate of over 95%.• Managing approximately 10 inbound and conducting outbound calls daily, maintaining a first-call resolution rate of over 90%, ensuring personalized support for complex issues.• Acting as a customer advocate, addressing concerns with empathy and precision, maintaining transparent communication, and ensuring full compliance with company policies, resulting in a CSAT score consistently exceeding 90%.• Collaborating with cross-functional teams to resolve escalated broadband and landline issues, contributing to an overall decrease in repeat queries and improving first-contact resolution efficiency.• Maintaining excellence in written communication through CRM platforms, email management tools, and internal ticketing systems, consistently meeting SLA targets and reducing query resolution times by 15%.• Proficient in using data analysis tools to identify patterns and customer insights, improving overall customer experience and driving process improvements that enhance service delivery and customer retention.