Rawal Thebo

• Provided real-time customer support through live chat, handling up to three customer chats simultaneously while maintaining high service quality and response and efficiency
• Resolved a wide range of customer issues, including missing items, incorrect orders, delayed deliveries, order status inquiries, and refund requests.
• Demonstrated strong empathy, active listening, and communication skills to ensure a positive customer experience and de-escalate customer concerns.
• Processed partial compensations for missing items and full refunds for incorrect or undelivered orders in accordance with company policies.
• Investigated customer concerns by reviewing order details and applying appropriate resolutions accurately and efficiently.
• Met performance targets for response time, resolution time, customer satisfaction, and quality assurance.
• Maintained professionalism while managing multiple priorities in a fast-paced, high-volume customer service environment.

• Risk Assessment & Hazard Identification
• Lockout/Tagout (LOTO)
• Incident Investigation
• Permit to Work (PTW)
• PPE
• Fire Safety & Fire Extinguishers
• Manual Handling
• Work at Height
• Safety Management Systems
• Emergency Response & Incident Investigation
• Confined Space Entry

-Managed end-to-end sales operations for pesticides and fertilizers, across assigned territory, achieving monthly, quarterly, and yearly targets in millions.

-Developed and managed dealer & distributor network including selection, onboarding, and performance review of dealers and franchise partners.

-Handled customer dealing, complaints, and relationship building, resolution of complaints to maintain customer satisfaction

- Prepared competitive quotations to ensure competitive positioning, processed POs, and coordinated material delivery with advance and credit payment terms & post quotation approval and coordinated timely delivery of materials.

- Prepared and maintained documentation including delivery notes, cheques, affidavits, and authority letters to ensure smooth business operations to secure financial guarantees.