ADITYA AGARWAL
Pune
Summary
Dynamic senior executive with a proven track record at Vodafone India, excelling in leadership and customer relationship management. Recognized for driving team performance and implementing process improvements. Delivered Tier 1 and Tier 2 technical support, resolving issues related to APIs, system performance, mobile device configurations, and SaaS applications. Adept at coaching and mentoring, fostering a collaborative environment that enhances productivity and exceeds KPIs. Expertise in technical support, client account management, business development, and cross-selling/upselling.
Overview
11
11
years of professional experience
Work History
SENIOR EXECUTIVE
Vodafone India Private Limited
Pune
08.2019 - Current
- Leading a team within Customer Relations as an SME (Subject Matter Expert), handling customer queries and complaints related to Vodafone network issues, bills, roaming, and post-sales contract disputes, utilizing CRM tools to streamline case management and enhance customer service efficiency for mobile, broadband, tablets, and IoT products.
- Drove team performance, ensuring complaints were resolved with quality and compliance, leveraging APIs to automate workflows and enhance response times, while consistently highlighting areas for team growth and resolving customer queries.
- Provided comprehensive support in the e-commerce space, assisting customers with inquiries, troubleshooting issues, and ensuring seamless online shopping experiences.
- Mentored new advisors, using CRM tools to track individual progress, helping them exceed KPIs, and develop their skills.
- Provided expert technical support for complex API integrations, troubleshooting issues, and handling escalations to ensure systems stayed up, and customers remained satisfied.
BUSINESS DEVELOPMENT EXECUTIVE
Tech Mahindra
Pune
02.2018 - 03.2019
- Orchestrated customer upgrades from existing mobile devices to newly launched models, enhancing customer satisfaction, and contributing substantially to revenue growth.
- Utilized e-commerce platforms and CRM systems to track and resolve customer issues promptly, ensuring high customer satisfaction, and minimizing abandoned carts.
- Actively coached team members on best practices, improving overall customer satisfaction, and team efficiency.
- Consistently exceeded KPIs, meeting targets, and motivating the team to achieve high performance in a fast-paced environment.
- Handled an average of 25 to 30 customer interactions daily, delivering solutions, and ensuring a positive experience.
BUSINESS DEVELOPMENT ASSOCIATE
Amazon Development Centre
Pune
11.2016 - 02.2018
- Led efforts to support the timely delivery of accurate and professional service to Amazon customers, ensuring high satisfaction levels.
- Analyzed customer accounts and policies to resolve issues efficiently, while training and assisting new hires to quickly get up to speed.
- Utilized CRM tools and e-commerce platforms to track customer interactions, identify trends, and improve the overall customer journey, driving customer loyalty and repeat business.
- Collaborated with cross-functional teams, including inventory and logistics, to ensure smooth order fulfillment and accurate product availability.
SALES COORDINATOR
Smart Distributors
Siliguri
08.2014 - 10.2016
- Led a small sales team of five members, driving a 10% month-on-month sales growth through effective coordination and innovative sales strategies.
- Collaborated closely with the management and sales team to better understand customer needs, ensuring strong relationships, and increased sales.
- Coordinated customer negotiations and pricing strategies, ensuring both profitability and customer satisfaction.
- Maintained an up-to-date database of prospective clients and their contact information.
Education
MBA - Sales and Marketing
Sinhgad Institute of Business Administration and Research
Pune04.2014
B.Com - Marketing
Ness Wadia College of Commerce
Pune04.2011
HSC (Class XII) -
Ness Wadia College of Commerce
Pune03.2008
ICSE (Class X) -
Saptashri Gyan Peeth School
Kalimpong03.2006
Skills
- Leadership and team management
- Customer relationship management
- MS Office
- Communication
- Process improvement
- KPI monitoring
- Performance management
- Coaching techniques
- Technical support
- E-commerce platforms
- IOT and Salesforce
- Effective communication
- Administrative support
- CRM software
Languages
- English
- Hindi
- Bengali
- Nepali
- Marathi
Hobbies and Interests
- Table tennis
- Football
- Poker
- Badminton
Timeline
SENIOR EXECUTIVE
Vodafone India Private Limited
08.2019 - Current
BUSINESS DEVELOPMENT EXECUTIVE
Tech Mahindra
02.2018 - 03.2019
BUSINESS DEVELOPMENT ASSOCIATE
Amazon Development Centre
11.2016 - 02.2018
SALES COORDINATOR
Smart Distributors
08.2014 - 10.2016
MBA - Sales and Marketing
Sinhgad Institute of Business Administration and Research
B.Com - Marketing
Ness Wadia College of Commerce
HSC (Class XII) -
Ness Wadia College of Commerce
ICSE (Class X) -
Saptashri Gyan Peeth School
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