DHILAN PRABHUDAS
Bolton
Summary
Accounting & Business Management Bachelor from the University of Bolton, but pursuing a role in Customer Service / Sales Advisor, High - energy, diplomatic, efficient, results oriented, driven and negotiator, with 9 + year’s track record of meeting and consistently exceeding sales conversion and customer care objectives. Adept at analysing and resolving customer queries using established processes, Skilled in Building long lasting customer relationships, negotiating deals and resolving customer issues. Proficient with Ms Office and CRM with an extensive knowledge of car hire industries, hotel and accommodation services, mortgages submission processes and services and Telecommunications. Proficient in English and Fluent in Portuguese. Adaptable, resilient, thrive in a fast pace fun environment. Fully committed in always contributing to a positive impact for the business and passionate about making a difference in customer journey and assisting in building a dynamic sales team.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Intelling Ltd
04.2021 - 12.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- ·Logged complaints as well as to update existing contracts, and liase with other departments to find alternative solutions to resolve customer issues in relation to billing and tech.
- Processed Home Move services whenever customer wishing to transfer services from and to a different address, booking engineers for activation and installation of services in the new property.
- Identified Cross Selling Opportunities by pitching whenever available FTTP and FTTC as well as addons and different packages / bundles available.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Informed customers about special promotions and provided detailed information for various products.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided training and support to new associates to help provide high-quality customer service.
- Cross-trained and provided backup support for organizational leadership.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Reservation Sales Agent
Autoeurope
03.2018 - 03.2021
- Answered incoming phone calls and addressed questions from customers in car hire industry.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of different supplier terms and conditions (Interrent, Avis, Budget, Europcar, Alamo, Entreprise, Arnold Clark, Guerin, National, Hertz, Thrifty, etc)
- Respond to Customers, Suppliers and affiliates email professionally and ensure customer needs are met,
- Managed online booking inquiries and assisted customer and travel agents with questions throughout entire booking journey in pre rental and post rental.
- Generated and reported performance metrics to management to inform decision-making.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Identified opportunities for upselling excess insurances and cross selling different cancellation policies.
- Mentored new starters by providing them with important knowledge about suppliers and their terms and conditions and also tools to ensure they conduct their reservation effectively to increase the team conversion.
- Provide support (Floor walker) and assist, guide agents whenever required in instance of Fleet Fail, Quality of Service, Upgrade, Downgrade, Extra charges, and closure of some location and de-escalate any eventual post rental case, providing alternative solutions
Reservation Agent
Price Line Group
02.2014 - 02.2018
- Responsible for dealing with all Post Rental Queries, additional charges, quality of service, quality of vehicle, downgrade, upgrades, etc as well as applying level of compensation for ease chase individually,
- Actively chased car hire suppliers according to SLA’s for responses and retrieve Final Invoices and Rental Agreements and provide explanation to customer on the charges incurred by car hire companies worldwide.
- Responsible with all supplier and customer relationships and escalate cases where suppliers unable to provide justification for extra charges ((Budget, Europcar, Sixt, Interrent, Avis, Arnold Clarke, Alamo, Entreprise, Hertz, Dollar, Thrifty, National)
- Responsible to handling customer’s complaints pos and pre rental and offer resolution to such complaints.
- Responsible to check information on the terms and conditions are accurate and request product query an update on the terms whenever is required,
- Pile cases and approve refunds and escalate cases where suppliers unable to meet the SLA’s
- Translations of Cases from PT/BR - EN and EN to PT/BR whenever is required and also Translation of website parts, proof reading.
- Responsible to booking car hire services mainly for the Portuguese / Brazilian Market (PT/BRL), Spanish & English-Speaking countries via different channels (Email, Live Chat and Phones) and provide assistance in queries related to terms and conditions,
- Answering Customer inquiries through Eptica (cancellation of services, amendments of services, extension of services and terms and conditions and reassign important queries to different areas of the business (Accounts, Product Query, Cs System)
- Responsible to forward Bookings to different department (checks, confirmations, Opcal, CS, res support, PQ and RQ)
Customer Service Administrative Assistant
Lloyds Banking Group
08.2013 - 02.2014
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Followed the banking rules and regulations for anti-money laundering (AML), Anti-fraud, Anti-Bribery and Information Security.
- Booked appointments for surveyor to evaluate properties in RM, S1, S2, BTL, RV, RI, EA, HB, S and defined property access details for surveyor and requested DIF.
- Creating gaps in surveyor diaries and checking surveyor’s cluster forms and making sure 29ppd’s are allocated with a maximum of 145ppw
- Answered emails and paneled cases where surveyors cannot meet the turnaround times.
- Handled all complaint professionally and effectively.
Sales and Service Representative
NCO Europe
01.2013 - 07.2013
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Handled professionally all customer Escalations and transferring calls to their department (Financial, Risk Management, Supplier Support Line, Expedia Main, Hotwire Domestic.
- Answering professionally and proactively emails through Talisma Email in different languages (Portuguese, English)
- Booked Accommodation services (International Hotwire department)
- Applied Service Recovery Guidelines (Srg’s) namely Refund & Rebook, Refund, level of compensation in Hot Dollars (HD), alteration of customers information upon request (such as Email, Address, contact number).
Education
Bachelor of Arts - Accountancy And Business Management
University of Bolton
Bolton05.2012
Bachelor of Arts - Accounting
Polytechnic University of Lisbon
Lisbon, Portugal04.2005
High School Diploma -
Jose Cardoso Pires Secondary School
Lisbon, Portugal2002
Skills
- Appointment Scheduling
- Team Collaboration
- Customer Support
- Regulatory Compliance
- Ability to build quickly rapport with customers
- Flexible approach to financial vulnerable customers
- Positive Mental attitude,
- Good Communicator, verbal and written
- Cross Selling and Up selling techniques
- Fast Learner with Great product Knowledge,
- CRM system Knowledge
- Customer retention
Sales
- Customer Services
Languages
Portuguese
Native language
English
Proficient
C2
Spanish
Intermediate
B1
Timeline
Customer Service Associate
Intelling Ltd
04.2021 - 12.2023
Reservation Sales Agent
Autoeurope
03.2018 - 03.2021
Reservation Agent
Price Line Group
02.2014 - 02.2018
Customer Service Administrative Assistant
Lloyds Banking Group
08.2013 - 02.2014
Sales and Service Representative
NCO Europe
01.2013 - 07.2013
Bachelor of Arts - Accountancy And Business Management
University of Bolton
Bachelor of Arts - Accounting
Polytechnic University of Lisbon
High School Diploma -
Jose Cardoso Pires Secondary School