Pranjal Tiwari

Advisor 1 - Customer Service at Concentrix (2025-10 – Present)

Managed high-volume inbound/outbound interactions for domestic and international clients, ensuring seamless customer journey and professional brand representation.

• Managed high-volume [Inbound/Outbound] interactions for domestic & international clients, ensuring a seamless customer journey and professional brand representation
• Consistently exceeded core KPIs, including CSAT (Customer Satisfaction) scores of 90%+, and maintained an Average Handle Time (AHT) below the floor target without compromising quality
• Focused on First Call Resolution (FCR) by identifying root causes of issues and providing end-to-end solutions, resulting in a 15% reduction in repeat calls
• Leveraged company tools and multi-screen navigation to document customer interactions accurately while adhering to strict Data Privacy and compliance protocols
• Identified recurring customer pain points and shared actionable feedback with team leads to streamline workflows and improve service delivery
• Optimized Average Handle Time (AHT) without compromising service quality through effective multi-tasking and proficient use of tools
• Expert in handling outbound/inbound calls for Domestic & International clientele
• Successfully upsold/cross-sold value-added services, contributing to a 10% increase in regional revenue targets
• Recognized for Zero-Defect Documentation and maintaining high accuracy in real-time data entry
• Recognized for the ability to handle irate customers and resolve complex billing or service issues with professional poise and empathy

State Recognised Computer Course in Computer Course – MH-CET(2018)

HSC – Maharashtra Board (2021)

SSC – Maharashtra Board (2018)