Summary
Overview
Work History
Education
Skills
Project
Timeline
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Akash Anil Pawar

Pune

Summary

Operations Management specialist with an MBA (PGDM) and over 4 years of experience in customer service and process optimization at top firms, such as Amazon and AT&T. Recognized for enhancing operational efficiency, and effectively resolving challenges to deliver significant results for customers. Aiming to contribute to organizational growth through innovative strategies and continuous improvement initiatives.

Overview

6
6
years of professional experience

Work History

Senior Customer Service Associate

Tech Mahindra
Pune
07.2024 - 03.2025
  • Managed high-priority billing, sales, and technical issues for diverse customer segments, ensuring seamless operations.
  • Addressed billing discrepancies and upsold tailored services while resolving technical challenges, achieving over 90% customer satisfaction.
  • Identified inefficiencies in support workflows and proposed improvements, reducing average resolution time while meeting required KPIs.
  • Participated in special projects designed to enhance customer experience with brand's products and services.

Customer Service Associate

Amazon Development Center
Pune
09.2019 - 06.2023
  • Achieved high customer satisfaction by providing timely support through phone, email, and live chat channels.
  • Educated customers on product features, leveraging extensive knowledge as a subject matter expert.
  • Identified process loopholes, contributing to organizational growth through targeted improvements.
  • Facilitated training for new customer service representatives, emphasizing company policies and effective communication techniques.
  • Served customers from North America, United Kingdom, and India in diverse support specialist roles.
  • Performed additional duties as assigned by management team.

Education

Post Graduation Diploma - Operations Management

WE School, Welingkar Institute
04-2025

Bachelor of Engineering - Mechanical Engineering

Sinhagad Academy of Engineering

Bachelor of Arts -

YCMOU, State Open University

HSC -

MSG College of Arts, Science And Commerce

Skills

  • Workflow optimization
  • Process improvement
  • KPI analysis
  • Project management
  • MS office proficiency
  • CRM tools
  • Data visualization
  • Leadership
  • Cross-functional collaboration
  • Team management
  • Problem resolution
  • Customer experience enhancement
  • Communication skills
  • Decision making
  • Operations management
  • Product and service solutions
  • Supply chain management
  • Process optimization
  • Time management
  • Resource planning
  • Lean six sigma
  • Attention to detail
  • Multitasking capacity

Project

Total Quality Management project- Worked on Total Quality Management project in the final year of PGDM, which helped me understand the importance of TQM and Six Sigma in the corporate world

Timeline

Senior Customer Service Associate

Tech Mahindra
07.2024 - 03.2025

Customer Service Associate

Amazon Development Center
09.2019 - 06.2023

Post Graduation Diploma - Operations Management

WE School, Welingkar Institute

Bachelor of Engineering - Mechanical Engineering

Sinhagad Academy of Engineering

Bachelor of Arts -

YCMOU, State Open University

HSC -

MSG College of Arts, Science And Commerce

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Akash Anil Pawar