Sagar Mhatre
customer service
Düsseldorf,NW
Summary
Dynamic professional with a proven track record at J.P. Morgan Chase, enhancing customer satisfaction and streamlining operations. Skilled in analysis and team collaboration, I excel in solving complex problems and driving change, achieving a significant increase in problem solving ratios. My strong communication and influencing skills foster impactful team and client relationships.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
J.P. Morgan Services
mumbai
04.2022 - 07.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed strong relationships with clients through timely,
accurate, and professional communication. - Managed a high volume of emails daily, prioritizing tasks to
maintain productivity and efficiency. - Successfully resolved escalated cases through active listening,
empathy, and effective problem-solving techniques. - Demonstrated adaptability when faced with changes in
processes or procedures, quickly implementing new strategies
with minimal disruptions to workflow or customer satisfaction
levels. - Enhanced customer satisfaction by promptly addressing and
resolving email inquiries. - Researched customer inquiries using modern technology and
proactively improved internal processes. - Met customer call guidelines for service levels, handle time and
productivity. - Followed up with customers about resolved issues to maintain
high standards of customer service. - Managed high call volumes while providing exceptional
customer support and maintaining professional composure. - Improved first-call resolution rates with thorough issue analysis
and effective problem-solving techniques. - Reduced average call handling time, ensuring prompt service to
customers while maintaining quality interaction
Senior Customer Service Associate
Teleperformance ( intelenet ) Transunion US process
mumbai
01.2018 - 04.2022
- Greeted customers and listened closely to problems described to determine solutions about credit report
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth question about credit report .
- Resolved Fraud issues using company processes and policies and provided updates to customers .
- Escalated issues to proper supervisors when standard processes were not effective
- Investigating and resolving accounting information for customer .through Dispute process .
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes
Senior Customer Service Associate
Concentrix U.K EE Process ( internet and broadband )
india
02.2015 - 04.2016
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Provided information regarding charge accounts and loyalty programs.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Facilitated inter-departmental communication to effectively provide customer support.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended products to customers, thoroughly explaining details.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Implemented and developed customer service training processes.
Kitchen Assistant
Urban hotel
sydney
03.2013 - 04.2014
- Maintained well-organized mise en place to keep work consistent.
- Planned and directed high-volume food preparation in fast-paced environment.
- Prevented cross-contamination from utensils, surfaces and pans when cooking and plating meals for food allergy sufferers.
- Mentored kitchen staff to prepare each for demanding roles.
Education
Advance Diploma in Hospitality Management
Carrick Institute of Education
Sydney 09.2011
Diploma in Hotel Management - Hotel Management
Rizvi College of Hotel Managment
Mumbai 06.2008
H.S.C - Science Education
Gokhale College of Science
Mumbai 02.2005
SSC - Mumbai Board - High School
Gokhale High School
Mumbai03.2003
Skills
- Interpersonal communications
- Complaint resolution
- Service standard compliance
- Interdepartmental communication
- Order management
- CRM
- International call Centre
- customer satisfaction
- Telephone etiquette
Languages
Marathi, Englsih, Hindi
Native language
Timeline
Senior Customer Service Representative
J.P. Morgan Services
04.2022 - 07.2025
Senior Customer Service Associate
Teleperformance ( intelenet ) Transunion US process
01.2018 - 04.2022
Senior Customer Service Associate
Concentrix U.K EE Process ( internet and broadband )
02.2015 - 04.2016
Kitchen Assistant
Urban hotel
03.2013 - 04.2014
Advance Diploma in Hospitality Management
Carrick Institute of Education
Diploma in Hotel Management - Hotel Management
Rizvi College of Hotel Managment
H.S.C - Science Education
Gokhale College of Science
SSC - Mumbai Board - High School
Gokhale High School
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