Dourvakshi RAMDHEAN GOPAUL
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Summary
A dedicated, diligent and result-oriented person with a mindset of innovation and highly motivated to learn new skills.
Being a quick learner and having the ability to acquaint myself in any new environment, I am confident that any given opportunity will be taken seriously and with dedication.
Passionate and collaborative team player with 7 years of experience in delivering exceptional customer service solutions.
Utilized friendly and outgoing personality to excel within diverse teams, consistently meeting tight deadlines and achieving departmental goals and objectives.
Punctuality and reliability are my hallmarks.
Strong advocate for people development and commitment to delivering excellent customer service
Also, I am currently pursuing a Masters in Business Administration to further enhance my skills and knowledge.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator
Pick and Buy Ltd - Winner’s
06.2018 - Current
- Serve as the primary point of contact for customer complaints received through various channels, including social media, website, mail, telephone, letter, and in-person interactions, ensuring prompt and effective resolution to maintain high levels of customer satisfaction.
- Conduct monthly store visits and perform audits in accordance with management standards, identifying areas for improvement and implementing corrective measures to enhance the overall customer experience.
- Collaborate closely with Supermarket Managers and Departmental Managers to address customer servicerelated issues and develop strategies to improve service quality and customer satisfaction.
- Assist in the training and development of employees, ensuring consistent service delivery and adherence to customer service standards. Regularly measure customer satisfaction levels and analyze data to identify trends and implement necessary actions to improve service quality.
- Prepare accurate reports and compile statistics to provide insights into customer service performance, facilitating informed decision-making and continuous improvement.
- Contribute to the development of new ideas and initiatives in the field of customer service, fostering innovation and enhancing the overall customer experience.
- Provide regular feedback to the Customer Service Manager, highlighting areas of success and areas for improvement in Winner's Customer Service standards.
Service Desk Specialist
Orange Business Services
10.2016 - 05.2018
- Provided exceptional customer service to international professional clients, ensuring their needs were met and exceeded.
- Managing portfolio of clients, maintaining regular communication and addressing any queries or complaints promptly and effectively.
- Conducted regular verification of product and service prices, proactively identifying and resolving any billing discrepancies.
- Anticipated customer-billing problems through proactive monitoring and took corrective measures to ensure accurate and timely invoicing.
- Maintained up-to-date knowledge of company products and service procedures, enabling me to provide accurate and relevant information to clients.
- Processed customer requests, both written and verbal, in timely and efficient manner, ensuring seamless customer experience.
- Actively contributed to constant improvement of service quality, providing feedback and suggestions for process enhancements.
- Ensured clear and concise documentation of customer interactions and requests, facilitating effective communication and knowledge sharing within the team.
Rates and Data Coordinator
The Holiday Place
09.2015 - 10.2016
- Coordinated with the Product Department of the Tour Operator to input allotment data into the system, ensuring accurate and up-to-date information for customers.
- Updated stop sales and rates, effectively managing changes and ensuring timely implementation of special offers.
- Consistently achieved targets within allocated time frames, demonstrating strong time management and prioritization skills.
- Maintained and updated tariffs and rates on the website, ensuring accurate and accessible information for the public.
- Ensured high-quality work and productivity, meeting the expectations of both management and clients.
- Fostered a positive team spirit within the department, promoting collaboration and effective communication.
- Handled other information and technology-related tasks as assigned by management, showcasing versatility and adaptability.
- Provided excellent service as a Service Desk Specialist, addressing customer inquiries and resolving technical issues promptly and efficiently.
Customer Service Representative (Trainee)
Medine Ltd - Casela
03.2015 - 09.2015
- Demonstrated exceptional customer service skills by anticipating guest needs, taking ownership of concerns and requests, and ensuring speedy and accurate follow-up.
- Acted decisively to resolve guest issues, ensuring their satisfaction and reporting any glitches to the Assistant Manager for further action.
- Maintained open communication with management, keeping them informed of guest and staff incidents to ensure a smooth operation.
- Processed and responded to requests from tour operators and other clients, efficiently handling reservations for activities.
- Ensured timely and accurate data entry of all reservations and requests into the computer system, minimizing errors and maintaining data integrity.
- Provided recommendations and upsold products to increase revenue for the company, demonstrating a strong understanding of customer preferences and needs.
- Consistently met or exceeded performance targets, contributing to the overall success of the company.
- Maintained professionalism and attention to detail in all interactions and tasks, ensuring a high level of customer satisfaction.
Education
Bachelor of Science - Tourism And Hospitality Management
University of Technology Mauritius
MauritiusSkills
- Several recognitions for excellent work and customer appreciations
- Top achiever of quarter 3 (Orange Business Service)
Accomplishments
The secrets of Superior Service by Ron Kaufman - October 2018
New Techniques to Client Relation Management - February 2019
Uplifting Service by Ron Kaufman - Ongoing
Timeline
Customer Service Coordinator
Pick and Buy Ltd - Winner’s
06.2018 - Current
Service Desk Specialist
Orange Business Services
10.2016 - 05.2018
Rates and Data Coordinator
The Holiday Place
09.2015 - 10.2016
Customer Service Representative (Trainee)
Medine Ltd - Casela
03.2015 - 09.2015
Bachelor of Science - Tourism And Hospitality Management
University of Technology Mauritius
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