PRABAL ARORA

[email protected] • +91 8858671851 • Lucknow, India

PROFESSIONAL SUMMARY

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

WORK EXPERIENCE

Analyst (Verizon Process)
02/2024 - 12/2024
HCL Technologies
• Resolved over 150 complex wireless and wireline service issues monthly for enterprise and small business customers, enhancing customer satisfaction by 20%
• Managed and prioritized support tickets using ETMS and EZ Status systems, reducing average resolution time by 15%
• Led Medallia survey initiatives to capture actionable customer feedback, contributing to a 10% improvement in service quality scores
• Developed detailed performance reports with Microsoft Excel and PowerPoint, streamlining data presentation for management review and decision-making
Senior Representative Operations (Comcast Process)
04/2022 - 08/2022
Convergys India Services Pvt Ltd
• Delivered exceptional customer support for Internet, TV, Phone, Smart Home & Security services, resolving over 50 technical and billing inquiries daily with a 95% customer satisfaction rating
• Utilized Acsr, Einstein, and Medallia tools to streamline issue resolution, reducing average handling time by 15% and improving first-contact resolution rates
• Executed targeted upselling strategies, achieving a 20% increase in telecom service upgrades and contributing to monthly revenue growth
• Collaborated with cross-functional teams to identify process improvements, enhancing overall customer experience and operational efficiency
Senior Customer Support Executive (Onfido Process)
09/2021 - 04/2022
Teleperformance Global
• Led document verification processes for Onfido across 192 countries, ensuring compliance and accuracy in identity validation via chat and voice channels
• Improved verification efficiency by 20% through meticulous handling of blended communication methods, enhancing customer satisfaction and reducing processing time
• Collaborated with cross-functional teams to resolve complex verification issues, contributing to a 15% reduction in fraud cases
• Mentored new team members on best practices for document verification and customer interaction, fostering a high-performing support team
Executive Operations
03/2021 - 08/2021
Startek Pvt Ltd
• Delivered exceptional customer support through chat for Zomato, resolving over 95% of inquiries related to food delivery, order accuracy, and quality issues, enhancing customer satisfaction ratings by 10%
• Streamlined communication processes by effectively managing high-volume chat interactions, contributing to a 15% reduction in average response time
• Collaborated with cross-functional teams to escalate and resolve complex customer issues, improving first-contact resolution rates by 12%
• Utilized CRM and ticketing tools to document customer interactions accurately, supporting data-driven improvements in service delivery

EDUCATION

B.Sc. (Hons.)
01/2017 - 01/2021
Integral University, Lucknow , Lucknow, India
Intermediate (Class 12)
01/2017
ICS Board, St. Antony’s Inter College
High School (Class 10)
01/2015
ICSE Board, St. Antony’s Inter College

SKILLS

Technical Skills: Python, Swift, Power Bi
Tools: Acsr, Einstien, Medallia, Enterprise tool management system, EZ Status, Service Now

CERTIFICATIONS

Python
Udemy
Power Bi
Udemy
Swift
Course Era