Bhavesh Patil

Project name: Myer (Australia) (December 2023 - Till date)

Domain: eCommerce

Project description: Product online enrichment

• Performed product enrichment by standardizing naming conventions, optimizing descriptions, and ensuring completion of mandatory attributes, digital assets, and imagery.
• Collaborated with suppliers and CBAs (Content Business Analysts) to enrich product data and ensure timely online publication.
• Interacted with suppliers and clients via email and video conferencing to provide guidance and support on product-related processes.
• Managed user access permissions and delivered application training to support effective product data enrichment.
• Reviewed and approved/rejected images in accordance with established image guidelines.
• Oversaw content lifecycle from creation to publication, ensuring adherence to brand, style, and technical guidelines.
• Maintained and enriched content for the marketplace's umbrella category aggregating all TPCs, ensuring consistency and performance.
• Managed inventory operations and evaluated alternative suppliers to ensure timely restocking of low or out-of-stock items.
• Generated and maintained reports including DC logistics, Hazmat compliance, and catalog highlights, ensuring data accuracy and actionable insights for stakeholders.
• Developed and updated Confluence documentation to streamline internal processes and promote knowledge sharing.
• Completed assigned SWOT evaluations within deadlines, ensuring precision and alignment with project objectives.
• Actively participated in team meetings to review project progress and identify opportunities for process improvement.
• Worked with cross-departmental teams to design and implement creative solutions addressing operational and technical issues.

Project name: eIVF Support (June 2022 - November 2023)
Client: eIVF (USA)

Domain: Healthcare

Project description: Providing application support to the healthcare staff.

• Worked on Modules- Admin, eRx and Billing. Managing CSAT and DSAT for the Team.
• Collaborated with developers, analysts and project managers to expedite incident Resolutions.
• Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
• Answered customer support inquiries via specialized ticket tracking platforms.
• Perform ticket analysis, triaging of issues, and follow-up with relevant teams for resolution.
• Created user accounts and assigned permissions and User account reset.
• Monitored helpdesk and responded to incoming tickets to address support needs.
• Weekly/Monthly collaboration calls with Onshore Team
  Using the existing knowledge base and documentation for first-level resolution.
• Actively updating and creating new articles for Knowledge base on new issues in One Note
  Preparing Roster and Leave Management of the Team
  Trained new support analysts, contributing to the overall growth and success of the team.
• Handling escalations and providing Root Cause Analysis.
• Task management for assigning tickets to other teams, and follow up for timely resolution tracking SLAs
  Ensure timely resolution or escalation within the agreed SLA.
• Creating positive customer support experience and building rapport through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.
• Performing basic application troubleshooting via Web session, remote session, Remote Desktop Protocol and basic configuration/installation for the clients.
  Maintaining DSR on daily basis to keep track of tickets and reporting to management.
• Skills- HIPPA Compliance, Electronic Health Records.

Client: Dell, HP, Lenovo, Randstad RiseSmart, Oracle, Meta (Workplace Facebook)

Project description: Identified and engaged potential clients based on region, company size, revenue, and designated professional profiles to offer tailored IT solutions.

Domain: IT products and services

• Conducted in-depth customer research using platforms such as LinkedIn and official company websites to gather relevant prospect data.
• Entered and maintained accurate lead information in internal tools such as Xtass and ITBP, ensuring data consistency and completeness.
• Identified and qualified potential clients based on specific needs and buyer intent; performed outreach via phone to initiate engagement.
• Executed outbound calling campaigns to generate qualified leads for the sales team, primarily targeting the USA and Canada markets.
• Collaborated directly with the sales team to schedule appointments, conduct follow-up calls, and review lead quality and engagement metrics.
• Supported multiple lead-generation campaigns including HQL (High-Quality Leads), ABM (Account-Based Marketing), BANT, Waterfall, and Webinars.
• Researched, tracked, and continuously updated lead records to ensure a healthy and accurate sales pipeline.

Project name: Amazon International Email and Chat Process
Client: Amazon

Domain: eCommerce Customer Support
Project description: Addressed and resolved customer concerns over email and chat while maintaining a customer-first approach to enhance satisfaction and brand loyalty.

• Assisted customers with inquiries and issues related to orders, replacements, returns, and refunds across multiple communication channels.
• Responded to customer questions regarding company products and services, providing accurate information to ensure a seamless experience.
• Ensured timely resolution of customer issues, adhering to service level agreements (SLAs) and maintaining high satisfaction levels.
• Handled exchanges, returns, and refund requests efficiently while following company policies and maintaining a positive customer experience.
• Resolved customer complaints professionally and empathetically, ensuring issues were addressed to the customer’s satisfaction.
• Maintained a positive response rate by tracking key performance indicators (KPIs) such as response time, resolution rate, and CSAT (Customer Satisfaction Score).
• Managed challenging interactions with professionalism and empathy, successfully de-escalating conflicts and preserving customer relationships.