Dhilan Prabhudas
Bolton
Summary
Developed valuable communication and problem-solving skills in fast-paced customer service environment, seeking to transition into new field. Excel in managing customer interactions and utilizing CRM systems to enhance service delivery. Looking to leverage these skills to contribute meaningfully in different professional capacity.
Overview
12
12
years of professional experience
Work History
Customer Service Consultant
Nationwide Building Society
04.2024 - 03.2025
- Tasked with adhering to regulatory data protection while managing banking processes and procedures including atm claims, lost and stolen card handlin, credit recalls, payment credit recoveries, forward tracing, issuing tax/bank statement.
- Executed duties such as releasing large payment held in sdi on short notice, unblocking debit / credit transaction, raising iforms for batch/historical statement and identifying specific transactions within compliance guidelines,
- Ensured consistent daily telephone operation involving various banking tasks like DD indemnity claims, while maintaining strict adherecent to regulatory standards
- Referred members in need to SST after directing them to appropriate assistance such as charities and food programs.
- Identified and reported possible cases of welfare fraud by cross-referencing accounts.
- Logged customer complaints daily in line with protocol, upholding high-quality customer service.
- Managed daily inquiries across multiple platforms including visaonline, arcot, samm, wilson, intranet.
- Troubleshot customer queries with comprehensive product knowledge.
Customer Service Associate, Retention Agent
Intelling Ltd
04.2021 - 12.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Retained and average of 24% of TalkTalk customers consistently by providing suitable packages with exceptional prices and applied credit whenever necessary. Assisted in beat rate by other providers and same time kept excellent NPS, or customer satisfaction.
- Identified Cross Selling Opportunities by pitching whenever available FTTP and FTTC as well as addons and different packages / bundles available.
- Processed home move services with aim to transfer services to different addresses and booked engineers for activation and installation of services in the new property to facilitate customers retention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction and adhered to compliance and regulation in line with ofcom and GDPR.
- Provided training and support to new associates to help provide high-quality customer service.
- 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.
Senior Reservation Agent, Sales Advisor
Autoeurope
03.2018 - 03.2021
- Streamlined online inquiry management, supporting customers and travel agents during the entire rental process. Built solid relationships with callers, resulting in successful quote closures and prompt payments.
- Managed and converted quotes into paid bookings and achieved highest conversion across floor for 6 months and maintained strong knowledge of different supplier terms and conditions (Interrent, Avis, Budget, Europcar, Alamo, Entreprise, Arnold Clark, Guerin, National, Hertz, Thrifty, etc)
- Responded to customers, suppliers and affiliates email professionally and ensured customer needs are met,
- Identified opportunities for upselling excess insurances and cross selling different cancellation policies.
- Mentored new starters by providing important knowledge about suppliers terms and conditions and also tools to ensure they conduct their reservation effectively to increase team conversion.
- Supported team members with resolving fleet failings, addressing service quality concerns,
upgrade/downgrade requests, extra charges queries, location closures,
and de-escalating post-rental cases while providing alternative options.
Reservation Agent
Price Line Group, Rentalcars.com
02.2014 - 02.2018
- Managed all post-rental queries and facilitated prompt resolution to customer issues regarding additional charges, service quality, vehicle quality, downgrades or upgrades.
- Achieved SLA compliance through diligent communication with car rental providers, resulting in prompt responses and retrieval of essential documents such as final invoices and rental agreements. Expertly communicated expenditure details to customers, clarifying charges incurred from optional add-ons accepted at pickup.
- Escalated unresolved cases involving Budget, Europcar, Sixt, Interrent, Avis, Arnold Clarke, Alamo, Entreprise, Hertz, Dollar, Thrifty, and National.
- Handled customer's complaints pos and pre rental and offer resolution to such complaints effectively
- Investigated Tcs to find any inaccuracies on the terms and conditions and reassigned important queries to different areas of the business (accounts, product query, cs system)
- Pile cases and approve refunds and escalate cases where suppliers unable to meet the SLA's
- Provided bilingual translation services for PT/BR-EN and EN-PT/BR cases. Additionally, performed website translation and proofreading duties.
- Achieved a 25% customer conversion rate for UK/PT/BR markets across diverse communication platforms such as email, live chat and phone
- Forwarded last minute bookings to different department (checks, confirmations, Opcal, CS, res support, PQ and RQ)
Customer Service Administratice
Lloyds Banking Group
08.2013 - 02.2014
- Followed 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.
- Created gaps for surveyor diaries and checked surveyor's cluster forms and making sure 29ppd's are allocated with a maximum of 145ppw
- Answered emails effectively and panelled cases where surveyors cannot meet turnaround times.
- Handled all complaint professionally and effectively.
Education
Bachelor of Arts - Accountancy & Business Management
University of Bolton
2012
Foundation Degree in Arts - Accounting
ISCAL
2006
A-Levels - Economics Pathway
Jose Cardoso Pires Secondary School -
2005
Skills
- Efficient Appointment Management
- Team-Based Problem Solving
- Strong Customer Rapport
- Flexible Team Player
- Optimistic Mindset
- Skilled in Both Verbal and Written Communication
- Cross-Selling Techniques
- Quick Learner with Product Expertise
- Proficient in CRM Systems
- Analytical Problem-Solving
- Effective Complaint Resolution
Languages
Portuguese
First Language
English
Proficient
C2
Skills
- Customer retention sales
- Customer Services
- Banking Processes
- Multilingual
Education
other,other,other
Hobbies and interests
I have a particular interest in asmr, sounds of nature and also yoga and meditation. I attend a programme at the local indian temple in my spare time. I enjoy watching films, fishing, listening to music and travelling
Timeline
Customer Service Consultant
Nationwide Building Society
04.2024 - 03.2025
Customer Service Associate, Retention Agent
Intelling Ltd
04.2021 - 12.2023
Senior Reservation Agent, Sales Advisor
Autoeurope
03.2018 - 03.2021
Reservation Agent
Price Line Group, Rentalcars.com
02.2014 - 02.2018
Customer Service Administratice
Lloyds Banking Group
08.2013 - 02.2014
Foundation Degree in Arts - Accounting
ISCAL
A-Levels - Economics Pathway
Jose Cardoso Pires Secondary School -
Bachelor of Arts - Accountancy & Business Management
University of Bolton
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