Chintan

Chintan Patel Customer Support and Service Specialist SKILLS & TOOLS Over 10+ years of experience in supporting customers in hospitality and technology companies. Experienced in providing remote customer support, serving 100+ customers Customer Support Skills Clear Communication Proactive Problem Solver Manage Customer Success Organize Support Build Relationships Adaptive and Agile Effective Listener daily, and created a product support knowledge base of 70+ FAQs to decrease first response time and increase resolution KPI. Passionate about helping people by providing dedicated customer service and solving challenging problems with empathy. _____________________________________________________________________ EXPERIENCE Customer Service Specialist and Operations Manager Collaboration Tools Oracle CRM, WebEx, Google Docs, Outlook, Phone, Chat, Zoom, Slack, Loom COURSES 2015 – Present – Aangan Food Service Company (Food service company supporting 45,000 customers yearly) ❏ Handle customer service for 100+ customers daily by answering inquiries, managing internal communications, and consistently providing excellent customer service. ❏ Help customers on the phone for online ordering through apps and billing queries. Customer Service Mastery: Delight Every Customer LinkedIn Learning, 2020 ❏ Guide customers in planning their events by organizing service details, budget, and deliverables. EDUCATION ❏ Create promotional Google Ads, Facebook Ads, and email marketing campaigns, which generated 50% new revenue. Bachelor’s Degree, Electrical & Computer Engineering Ohio State University Columbus, Ohio. CONTACT LinkedIn: https://www.linkedin.com/in/chintan patelh/ Email:-Phone: - US Citizen ❏ Manage customer disputes and quickly resolve service and billing issues ❏ Developed customer relationships and facilitated customer communications on different social media channels, resulting in a 30% yearly customer base growth. ❏ Organize process improvement projects, enhance internal collaboration, and conduct customer-first training, which increased customer satisfaction and achieved a 4-star rating for the last four years. Customer Support Specialist / Supervisor 2012 – 2015 – Vertiv (formerly Emerson Network Power, Liebert Corporation) (Fortune 500 company with a global customer base and $4+B in revenue) ❏ Led a remote support team to guide customers navigate and utilize product features and answer customer queries via phone, email, chat, and video conference. ❏ Organize support through problem analysis, ticket assignment, documentation, order verification, escalation, and resolution. ❏ Coordinate communication between development, service, and product management to resolve escalated customer issues and advocate for customers ❏ Created OneNote Knowledge base of 70+ FAQs, canned responses, and customer support guides to decrease first response time and increase resolution KPI. ❏ Facilitated onboarding of about 20 customers weekly by conducting product demo, order processing, deployment of software on customer site, and software setup. ❏ Self-taught VMware vCenter server management tool to set up a demo environment to improve customers’ first-hand software experience. Product Engineer 2008 – 2009 – Vertiv (formerly Emerson Network Power, Liebert Corporation) (Fortune 500 company with a global customer base and $4+B in revenue) ❏ Researched product requirements and managed development in conjunction with product managers. ❏ Supported cross-functional product testing team during customer verification testing. ❏ Provided technical support and communicate new product releases to our global sales and service teams. ❏ Troubleshoot and verify escalated product performance and quality issues. Customer Service and Operations Manager 2009 – 2012 – Baymont Inn and Suites by Wyndham (Global company with a national customer base and $700,000+ in yearly revenue) ❏ Managed daily administrative duties of creating sales reports, operations schedules, and inventory on multiple sales channels. ❏ Increased customer satisfaction score by 10% each year by enhancing collaboration between 12 associates and conducting customer first training. ❏ Initiated, developed, and cultivated strategic customer partnerships with Ohio Expo event managers, which resulted in 80% penetration at Ohio Expo Center events ❏ Helped customers plan their guest experience from welcome kits, service arrangements, organize individual guest timetables, and billing. ❏ Developed marketing strategies for different aggregator websites and enhanced social media presence. Co-Founder & Customer Service Manager 2008 – 2012 – Prasang Planners ❏ Build a start-up business for the planning, management, and execution of Indian Weddings and a community of 150+ different vendors. ❏ Managed customer expectations, product selection, contract negotiation, and invoices for events that were spread over multiple days with over 500 guests to entertain. ❏ Developed minute-to-minute event schedule and communication processes to execute events with zero ambiguities. ❏ Facilitated collaboration and resolve conflicts between multiple vendors during event execution.