Zendesk
Akshay Padhye
Senior Customer Service Professional
Summary
I'm an experienced Senior Technical Support Engineer and Customer Service Team Leader, with a proven track record of delivering exceptional customer support and effective solutions to technical issues. With over 7 years of experience in both MNC and startup environment, I am skilled in mentoring and training team members to deliver exceptional service and problem-solving skills through effective communication. I have also implemented process improvements at both site and global levels, leading to improved efficiency and high customer satisfaction scores. As a team leader, I am committed to leading by example and ensuring that my team delivers exceptional customer experiences.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Sr. Technical Support Engineer
Squadcast Inc.
Bengaluru
06.2022 - Current
- Developed customer support procedures to improve overall customer satisfaction
- Utilized strong communication skills to effectively troubleshoot and resolve customer issues
- Collaborated with other departments to ensure customer satisfaction and resolution of customer issues
- Mentored new customer support staff in customer service best practices
- Managed customer accounts and provided ongoing support by taking Quarterly
- Business reviews, to ensure customer success
- Taking Product Demo for new leads.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Identify opportunities for upselling and cross- selling products/services.
Technical Customer Service Specialist
Amazon Web Services
Bengaluru
03.2019 - 01.2022
- Worked effectively in fast-paced environments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Team Leader ( Specialist)
Amazon.com
Pune
04.2017 - 03.2019
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Managed and motivated employees to be productive and engaged in work.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service Associate
Amazon.in
Pune
07.2016 - 04.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Trained new personnel regarding company operations, policies and services.
Education
MBA - Operations Management
ICFAI University
Tripura 03.2018 - 03.2020
Bachelor of Engineering - Mechanical Engineering
RTMNU (Nagpur University)
Nagpur 06.2012 - 06.2016
Higher Secondary School Certificate - Computer Science
Maharashtra State Board
Nagpur 03.2010 - 03.2012
Skills
Training and Development
Analytical and Critical Thinking
Coaching and mentoring
Verbal and written communication
Quality Improvement
Problem-solving
Software
Intercom
Jira Cloud
Excel/Google Sheets
Timeline
Sr. Technical Support Engineer
Squadcast Inc.
06.2022 - Current
Technical Customer Service Specialist
Amazon Web Services
03.2019 - 01.2022
MBA - Operations Management
ICFAI University
03.2018 - 03.2020
Customer Service Team Leader ( Specialist)
Amazon.com
04.2017 - 03.2019
Customer Service Associate
Amazon.in
07.2016 - 04.2017
Bachelor of Engineering - Mechanical Engineering
RTMNU (Nagpur University)
06.2012 - 06.2016
Higher Secondary School Certificate - Computer Science
Maharashtra State Board
03.2010 - 03.2012