1. Kalpen Jagirdar
14, Arthur Street, Payneham, SA, 5070 u 0449868420 u kalpenj@hotmail.com
Objective
An experienced customer services executive with many years of invaluable experience working in the offshore customer
support team for a leading UK telecom brand (Hutchinson 3 UK ltd). Highly focused with a comprehensive knowledge
of how to maintain a professional, helpful and courteous relationship with customers. Having an enthusiastic and
positive attitude and working hard to ensure that customers receive an excellent level of service whilst at the same time
ensuring the highest level of sales for the company.. Presently looking for a customer services advisor position with a
reputable company.
Skills
• Client relations
• Excellent communication skills
• Upselling and cross selling
• Excellent typing skills
• Complaint Management
• Device support Apple, Samsung, LG & HTC
• Advanced MS Office (Word, Excel & Powerpoint)
• Client retention
• General administration
• Cold calling
• 11+ years in customer service, inbound and outbound customer service, sales, retention and collection
• Target focused
SENIOR CUSTOMER SERVICE ASSOCIATE
Tech Mahindra Business Services Ltd (3 UK Telecom process) Nov ’03 – March ‘16
Key Responsibilities:
• Providing on call support (inbound and outbound from customers in UK facing challenges with the
mobile network or the device
• Upselling of existing product line and selling new and better tariff plans to customers
• Upselling of devices whilst the customer is eligible for a contract renewal
• Upselling of add on products for additional usage post allowance
• Retention of existing customer base by providing them with existing offers and matching their
current needs
• Provide specific device support for iPhone, iPad, Samsung devices and tablets
• Generic customer service for activation of account and billing queries
• Complaint management for complaints raised to OFCOM (UK complaints body)
• Providing email and chat support for customers willing to seek assistance via eCommerce routes
• Managing tasks within the team to help and develop the team grow and achieve weekly targets
• Preparing of weekly reports to share with the team and key stakeholders, for overall sales and
customer service targets achieved
• Was also responsible to improve the learning curve of new joinees within the team
• Help operation leaders in meeting on the job targets for new employees
Development Programs
u Coaching Clinic
u Soft skills training program (internal)

2. Kalpen Jagirdar
 Device Support Specialist – Apple and Samsung
Awards
 Travelled to the UK in 2011 to get trained on Apple products by certified Apple trainers
 Awarded Ops Support Superstar for Q4 2015
 Awarded for successful roll out for the ‘3’ UK’s digital journey Q2 and Q3 2015
 Awarded for successful transistioning new business from the client 2015
 Awarded Ops Superstar for Q2 2013
 Awarded for successfully launching the new knowledge management tool across the contact center - 2013
 Awarded Best Display of Company Behaviors for Q1 and Q2 of 2011
 Awarded for contribution to the Bottom Quartile performance - 2009
Education
Personal Details
Date of Birth : 10th October 1982.
Marital Status : Married
Languages known : English
Personal Intrests:
• Cricket
• Visiting new places across the globe
• Exploring new technology
• Developing my skills at every opportunity
References:-
Name: Deepa Tolani Tendle
Designation: Solutions Banker
Organisation: Westpac
Contact: 0413286074
Name: Charmane Dennis
Designation:Program and Placement officer
Organisation: Australian employment and training services
Contact: 0402273880
Name: Shaheryar Mallick
Designation: Assistant Manager
Oraganisation: Tech Mahindra Business Services Ltd.
Contact: +91 9920856865
Name: Sachin Jayaseelan
Designation: Senior Manager
Oraganisation: Tech Mahindra Business Services Ltd.
Contact: +91 9820803285
14, Arthur Street, Payneham, SA, 5070  0449868420  kalpenj@hotmail.com
Page 2
Course University Year %
Bachelor in Commerce Mumbai University 2002 – 2003 58.33
H.S.C Mumbai University 1999 – 2000 70.00
I.C.S.E Delhi University 1997 - 1998 67.33