Open To Work
Amay Borgaonkar
Ahmedabad
Summary
Dynamic professional with a proven track record at Accenture, excelling in client relationship management and process compliance. Adept at enhancing customer satisfaction and driving successful outcomes through effective communication and workflow management. Recognized for resolving complex issues and fostering strong stakeholder collaboration to achieve business objectives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
05.2025 - Current
1.Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
2.Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
3.Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
4.Documented customer interactions in the CRM system efficiently.
Process Specialist
Y-Axis Oversees Careers
01.2024 - 05.2025
Roles and Responsibilities for Immigration and Visa Consultant (Australia Visa)
1.Client Outreach and Lead Conversion:
- Make outbound calls to potential clients and respond to inquiries regarding Australian immigration services.
- Qualify leads by understanding their eligibility and immigration needs.
2.Visa Guidance and Consultation: Provide accurate information on various Australian visa categories (e.g., skilled migration, student visas, and family sponsorship).
- Explain the complete visa process, requirements, and documentation guidelines.
Senior Operations Associate
Accenture
08.2018 - 12.2023
1. Development and Training – Developed comprehensive plans for new initiatives, outlining goals, resources required, and expected outcomes.
2. Engagement and Relationship – Cultivated strong relationships with key stakeholders throughout the organization to facilitate cooperation on shared objectives or projects.
3. Process Adherence & Compliance – Following standard operating procedures (SOPs), and ensuring compliance with company policies, industry regulations, and quality standards.
4.Problem-Solving & Issue Resolution – Identifying customer issues, troubleshooting problems, and escalating complex cases to higher authorities if needed.
5.Performance & Productivity Monitoring – Meeting key performance indicators (KPIs) such as response time, accuracy, customer satisfaction scores, and efficiency metrics to contribute to business success.
Education
MBA - Information Technology And System Technology
Narsee Monjee Institute of Management Studies
Mumbai, India08.2023
Bachelor of Engineering - Computer Science And Engineering
Rajiv Gandhi Technical University
Bhopal, India06.2017
Skills
- Client relationship management
- Excellent communication
- Workflow management
- Microsoft Excel Report analysis
- Stakeholder management
- Cross-functional collaboration
- Business process mapping
Accomplishments
- Resolved 95% of customer queries within first contact, improving satisfaction scores and reducing repeat tickets.
- Reduced average response time by 30% through process optimization and use of support tools.
- Maintained a customer satisfaction rating of 4.8/5, consistently exceeding team targets.
- Recognized with ‘Customer Hero Award’ for exceptional service and empathy in resolving complex cases.
- Developed interactive HR analytics dashboard in Power BI to track compensation, pay parity, and workforce trends
Additional Information
- I am currently actively seeking opportunities in the human resources field, driven by my passion for helping organizations thrive by fostering strong, productive teams.
- With a basic background knowledge and certifications in HR and a solid understanding of key functions such as recruitment, employee relations, performance management, and compliance, I am eager to apply my skills in a dynamic and challenging environment.
- I am particularly interested in roles that allow me to contribute to talent acquisition, employee engagement, and organizational development.
- My experience includes effectively managing recruitment processes, implementing training programs, and supporting employee retention initiatives.
Certifications
12-2017
Skills
- Business process mapping
- Cross-functional collaboration
- stakeholder management
- Microsoft Excel Report Analysis,
- Workflow Management,
- Excellent communication,
- Client relationship management
Personal Information
Languages
- English
- Hindi
- Marathi
Certification
Salesforce CRM-From Mindscripts Technologies
Diploma In Software Testing-From Mindscripts Technologies
MS Power BI Associate-From Intellipaat
Certified Project Managent Associate-From Henry Harvin
Data Analyst -Top Mentor
Human Resource Management-From Great Learning
Human Resource Business Professional-Skill Deck
Work Preference
Job Search Status
Open to workSalary Range
₹45000/yr - ₹200000/yrTimeline
Customer Service Representative
TTEC
05.2025 - Current
Process Specialist
Y-Axis Oversees Careers
01.2024 - 05.2025
Senior Operations Associate
Accenture
08.2018 - 12.2023
MBA - Information Technology And System Technology
Narsee Monjee Institute of Management Studies
Bachelor of Engineering - Computer Science And Engineering
Rajiv Gandhi Technical University