Vivek Purohit
Cumberland
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Customer Service Rep
GCC Technologies, LLC
08.2022 - Current
- Answered calls for the SBA Veterans program
- Assisted Veterans when they were filling out their application
- Researched the system when the applicant was stuck in a section on the application
- Kept record of all calls and kept detailed notes of each issue and resolution
- Provided customer service in a professional manner.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sales Associate
One Stop Liquor
06.2020 - Current
- Family-owned business that sells alcoholic beverages
- Greet every customer who enters the store in a professional manner
- Assist customers looking for certain items
- Handle sales transactions with cash and credit card
- Stock all shelves with products to make sure items are available
- Perform all opening and closing duties including opening and closing transactions
- Make deposits with the weekly total.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Prepared merchandise for sales floor by pricing or tagging.
Customer Service Rep
Aspire
01.2021 - 06.2022
- Answer calls to federal employees pertaining to questions about their federal retirement accounts
- Make sure all callers are verified using security procedures
- Assist in setting up their accounts
- Troubleshoot all technical issues
- Assist all callers when needing help completing any forms
- Help new employees when they started taking calls.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Collector
Thomas Reuters
06.2019 - 04.2020
- Make phone called for past due invoices
- Send out emails with past due invoices
- Notate any and all correspondence
- Provide excellent customer through all communication.
- Reduced delinquency rates with consistent follow-up calls and persuasive communication techniques.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Customer Support
Modisoft Inc
12.2018 - 04.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Accounts Receivable Analyst
Rimkus Consulting Group
06.2015 - 08.2018
- Reduced collection time for outstanding invoices by closely monitoring aged accounts and maintaining frequent communication with clients.
- Enhanced cash flow by diligently tracking and reconciling customer payments, ensuring prompt resolution of discrepancies.
- Mitigated disputes over invoices by liaising between internal departments and clients, ensuring clear communication and swift resolution of issues.
- Contacted internal and external customers to obtain documentation to support invoices and claims.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Sales Associate
Soccer 4 All
10.2014 - 07.2018
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Collections
First Data
12.2014 - 06.2015
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Reached out to approximately 50 account holders daily.
Footwear Associate
Academy Sports And Outdoors
03.2014 - 10.2014
- Enhanced customer satisfaction by providing personalized footwear recommendations based on individual needs and preferences.
- Increased sales by effectively upselling complementary products and accessories to customers during their shopping experience.
- Maintained a clean and visually appealing store environment, ensuring an enjoyable shopping experience for all customers.
- Provided timely resolution of customer inquiries or complaints, maintaining professionalism while prioritizing customer satisfaction above all else.
- Assisted in visual merchandising tasks such as creating eye-catching displays that showcased the season''s latest styles and trends.
- Streamlined the checkout process for customers by efficiently processing transactions using point-of-sale systems while accurately handling cash or credit payments.
- Ensured accurate sizing recommendations for each client through attentive measuring techniques while respecting personal privacy concerns.
- Maintained security by observing customer behaviors and minimizing number of pairs on floor.
- Helped customers select shoes to fit specific needs.
- Constructed displays of footwear for specific brands or seasonal purposes.
- Organized store merchandise racks by size, style, and color to maintain clean, visually-appealing showroom.
Customer Service Representative
Just Energy
02.2014 - 03.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Criminal Justice
University of Baltimore
Baltimore, MDAssociate of Science - General Studies
Allegany College of Maryland
Cumberland, MD05.2022
Skills
- Consultative Sales
- Complaint resolution
- Product Knowledge
- Money handling abilities
- Sales closing
- Staff Training
- Call Center Operations
- Key holder experience
- Customer Service
- Payment Processing
- Call center experience
- Retail store support
- Microsoft Outlook
- Sales expertise
Timeline
Customer Service Rep
GCC Technologies, LLC
08.2022 - Current
Customer Service Rep
Aspire
01.2021 - 06.2022
Sales Associate
One Stop Liquor
06.2020 - Current
Collector
Thomas Reuters
06.2019 - 04.2020
Customer Support
Modisoft Inc
12.2018 - 04.2019
Accounts Receivable Analyst
Rimkus Consulting Group
06.2015 - 08.2018
Collections
First Data
12.2014 - 06.2015
Sales Associate
Soccer 4 All
10.2014 - 07.2018
Footwear Associate
Academy Sports And Outdoors
03.2014 - 10.2014
Customer Service Representative
Just Energy
02.2014 - 03.2014
Bachelor of Science - Criminal Justice
University of Baltimore
Associate of Science - General Studies
Allegany College of Maryland
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