Passionate about performing arts (dance and singing), exploring cultures through travel and cooking, expressing creativity through photography and content editing, and maintaining a keen interest in fashion and personal styling
Amit Mandhwani
BPO, KPO, ITES And Education Industry
Indore
Summary
Dedicated and knowledgeable professional with extensive experience in Customer Service and Content Moderation across the Educational sector, Telecommunications, and Social Media platforms. Skilled in maintaining platform integrity while ensuring a seamless and positive user experience. A dependable team player with a warm, professional demeanor and a proven ability to build and nurture strong client relationships. Committed to delivering high service standards, streamlining processes, and driving customer satisfaction. Known for speed, precision, and a keen eye for detail. Articulate, energetic, and results-oriented, with a strong passion for fostering user trust, building partnerships, and contributing to business growth.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Content Moderator
TaskUs India Private Limited
06.2021 - Current
- Monitor and review user-generated content on client-specific platforms to ensure compliance with community guidelines and policy standards.
- Segregate and categorize content based on type and severity of violation, ensuring accurate tagging and documentation.
- Utilize internal tools and systems to process, flag, and escalate sensitive or policy-breaching content.
- Maintain a high level of accuracy and attention to detail while reviewing large volumes of data.
- Collaborate with the operations team to support workflow improvements and ensure alignment with client expectations.
- Identify and report recurring violation patterns to help enhance rule definitions and content policies.
- Work in fast-paced environments while meeting daily/weekly targets and maintaining quality assurance benchmarks.
- Follow operational SOPs (Standard Operating Procedures) and provide feedback for continuous improvement.
- Ensure confidentiality and data privacy during content handling and moderation tasks.
Customer Care Executive
Altruist Technologies Pvt. Ltd
12.2020 - 06.2021
- Resolved complex telecommunications issues, resulting in increased customer satisfaction and improved service experience.
- Managed high-volume inbound calls (80–100 per 8-hour shift), efficiently addressing customer inquiries, concerns, and service requests.
- Engaged with customers to understand product or service-related concerns, offering effective solutions to enhance satisfaction and support sales initiatives.
- Demonstrated strong conflict resolution and problem-solving skills to de-escalate situations and ensure positive outcomes.
Senior Customer Care Executive
Teleperformance D.I.B.S Pvt. Ltd,
06.2016 - 03.2020
- Analyzed and responded to customer queries through non-voice channels, delivering accurate and timely first-contact resolutions.
- Ensured the fulfillment of customer service requests within the defined Turnaround Time (TAT), maintaining high service quality standards.
- Coordinated with internal departments such as Logistics, Finance, and Operations via email to resolve complex customer issues in a Level 2 support environment.
- Monitored and assessed email interactions to evaluate service effectiveness and ensure customer satisfaction.
- Maintained and updated customer account data in internal systems, including handling cancellations, modifications, and escalations.
- Handled multiple customer cases simultaneously, demonstrating strong organizational and time management skills.
- Compiled and organized customer information to support internal reporting, case tracking, and service planning.
- Delivered thorough and efficient resolutions to customer inquiries while ensuring compliance with internal processes and policies.
- Resolved escalated concerns with a professional and customer-centric approach, contributing to trust and retention.
Academic Advisor / Counselor
Cerebral Learning Solutions Pvt. Ltd
04.2014 - 01.2016
- Delivered personalized academic guidance to students, with a focus on personality development and career planning.
- Independently managed the operations of an entire educational center, including student counseling, batch scheduling, inductions, and overall administration.
- Handled day-to-day administrative tasks to ensure the seamless functioning of academic and operational processes.
- Maintained detailed financial records and tracked expenditures to ensure the center remained financially organized and sustainable.
- Provided tailored advice on course selection, academic progression, and career pathways to support student growth and success.
- Collaborated with faculty members to address classroom challenges and implement effective teaching strategies.
- Resolved student inquiries related to curriculum structure, prerequisites, and course planning, ensuring clarity and student satisfaction.
- Coordinated weekly planning with management and faculty teams to ensure smooth execution of classes and academic activities.
Education
12th Std - undefined
Brilliant Higher Secondary School
10th Std - undefined
Dayanand Higher Seondary School
B.Com - Computer Application
Dr. A.P.J Abdul Kalam University
Indore 06.2016 - 06.2019
Skills
- Content Moderation
- Customer Relationship Management (CRM)
- Sales and Upselling Techniques
- Problem-Solving and Conflict Resolution
- Multi-Tasking and Time Management
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- E-commerce Platform Support
- Social Media Monitoring & Community Management
- Live Chat and Email Support
- Call Handling and Telecommunication Etiquette
- Adaptability and Quick Learning
Interests
Timeline
Content Moderator
TaskUs India Private Limited
06.2021 - Current
Customer Care Executive
Altruist Technologies Pvt. Ltd
12.2020 - 06.2021
Senior Customer Care Executive
Teleperformance D.I.B.S Pvt. Ltd,
06.2016 - 03.2020
B.Com - Computer Application
Dr. A.P.J Abdul Kalam University
06.2016 - 06.2019
Academic Advisor / Counselor
Cerebral Learning Solutions Pvt. Ltd
04.2014 - 01.2016
12th Std - undefined
Brilliant Higher Secondary School
10th Std - undefined
Dayanand Higher Seondary School
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