Ali Gadiwala
Pune
Summary
I’m someone who genuinely enjoys helping people and solving problems. Over the years, I’ve built a solid career in customer support and operations, working with teams across industries like e-commerce, organic retail, tech, and travel. I’ve handled everything from day-to-day queries to complex escalations and always strive to make things easier and better for both customers and the teams I work with. Whether it’s calming down an upset customer, improving a workflow, or managing high-value accounts, I bring a calm, thoughtful approach and a strong sense of responsibility. I take pride in creating positive experiences, building trust, and being someone both customers and teammates can rely on.
Overview
19
19
years of professional experience
Work History
Client Relations Specialist
Top Resume
Pune
07.2022 - Current
- Delivered comprehensive customer support via chat, email, and phone, resolving inquiries and addressing concerns for U.S.-based customers.
- Managed end-to-end order processing, including placement, fulfillment, cancellations, and refunds, ensuring seamless transactions.
- Collaborated with onshore and offshore teams to proactively address escalated customer issues, ensuring timely resolution, and enhanced satisfaction.
- Streamlined email ticket management, consistently meeting turnaround time (TAT) targets, to improve response efficiency.
- Conducted thorough reviews of customer refund requests, making informed decisions to align with a 1.9% refund target.
- Addressed escalated complaints from social media platforms, the Better Business Bureau (BBB), and the Attorney General's office, safeguarding brand reputation.
- Served as a dedicated account manager for elite customers, accommodating specific requirements, and guiding writers in creating effective resumes.
- Contributed to maintaining a Net Promoter Score (NPS) of 87.5% monthly through effective customer service and issue resolution.
Customer Delight Officer
Two Brothers Organic Farms
Pune
07.2021 - 07.2022
- Supported customers in the U.S. and India by addressing queries related to organic food products, ensuring high levels of customer satisfaction.
- Collaborated with logistics companies to efficiently resolve delivery-related issues, improving overall customer experience.
- Formulated and executed customer retention campaigns, resulting in the consistent achievement of over 70% customer retention each month.
- Supplied actionable customer feedback gathered from social media and farmers' markets to the Marketing team to innovatively promote products and enhance marketing effectiveness.
- Consistently maintained a customer retention rate exceeding 70% each month through the implementation of effective customer engagement and loyalty programs.
- Enhanced customer engagement by creating personalized email campaigns that address specific customer needs, leading to a 12% increase in repeat purchases.
- Contributed to a 15% increase in positive customer reviews by addressing customer concerns, and implementing service improvements.
Customer Experience Executive
Amazon India
Pune
08.2020 - 02.2021
- Addressed customer complaints via chat medium and resolved product delivery issues, damages, replacements, and refunds.
- Provided technical support for Amazon Alexa devices, troubleshooting, and resolving customer issues.
- Maintained a customer satisfaction score above 90% by delivering prompt and effective solutions, using superior problem-solving capabilities.
- Resolved over 50 customer issues daily, which highlights productivity and commitment to customer service levels.
- Identified recurring issues and provided feedback to the product and operations teams, leading to process improvements and a reduction in future customer complaints.
Travel Consultant
Holiday ME
Pune
11.2019 - 03.2020
- Conducted virtual consultations with individual customers and businesses to understand their travel needs and preferences, resulting in personalized travel planning.
- Developed customized travel itineraries, incorporating customer requirements, and providing comprehensive travel options.
- Assisted clients with amendments to their air tickets and travel plans, ensuring a smooth and satisfactory travel experience.
- Consistently exceeded sales targets by 15% by nurturing solid customer relationships, and providing tailored travel solutions.
- Developed and implemented high-level travel itineraries that matched customer preferences, resulting in high satisfaction levels.
- Improved customer retention rates by providing excellent service and smooth travel experiences for clients, fostering repeat business.
Centre Sales Manager
Skin World Dermatology Clinic
Pune
01.2012 - 10.2019
- Supervised the Customer Care department and the Sales team to enhance service quality and achieve clinic sales goals.
- Worked together with various tourism companies to attract international clients for medical treatments.
- Coordinated logistics and accommodations for international clients to ensure seamless experiences during their medical treatments.
- Improved conversion rates to 60% for client walk-ins, and achieved an 85% conversion rate for walk-ins into sales by applying customer-focused strategies.
- Raised client/patient retention by 20% by implementing updated tracking and communication methods.
Admin
Neon Enterprises
Pune
06.2006 - 12.2011
- Supported daily administrative functions, ensuring the smooth operations of the family business.
- Streamlined administrative processes by implementing efficient data management and record-keeping systems.
Education
Higher Secondary Certificate -
Poona College of Arts, Science And Commerce
Pune01-2006
Secondary School Certificate -
Sardar Dastur Hormazdiar High School
Pune01-2004
Skills
- Communication skills
- Problem solving
- Empathy
- Adaptability
- Customer relationship management
- Interpersonal skills
- Freshdesk
- Intercom
- Slack
- Google Suite
- Itinerary development
- Customer support escalation
- E-commerce
- Order fulfillment
- Refund management
- Customer support
- Microsoft Office
Hobbies and Interests
- Surfing the Internet
- Doing social work
Languages
- English
- Hindi
- Marathi
- Gujarati
Timeline
Client Relations Specialist
Top Resume
07.2022 - Current
Customer Delight Officer
Two Brothers Organic Farms
07.2021 - 07.2022
Customer Experience Executive
Amazon India
08.2020 - 02.2021
Travel Consultant
Holiday ME
11.2019 - 03.2020
Centre Sales Manager
Skin World Dermatology Clinic
01.2012 - 10.2019
Admin
Neon Enterprises
06.2006 - 12.2011
Higher Secondary Certificate -
Poona College of Arts, Science And Commerce
Secondary School Certificate -
Sardar Dastur Hormazdiar High School
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