Dhaval Patel
Ahmedabad
Summary
A seasoned Senior Executive at Vodafone Intelligent Solutions with a diverse portfolio across customer care and administrative operations. Initially served in the UK consumer care segment, handling customer queries via webchat with precision and empathy. Transitioned to the Ireland voice process, where responsibilities expanded to managing business customer interactions, showcasing strong communication and problem-solving skills. Currently positioned in the Ireland back-office process as an SME Admin, providing subject matter expertise and ensuring smooth administrative workflows. Demonstrates adaptability, cross-functional knowledge, and a commitment to delivering high-quality service across regions and platforms.
A quick learner with a strong ability to grasp new concepts and processes efficiently. Known for delivering consistent performance with dedication, enthusiasm, and a proactive mindset. Demonstrates a high level of commitment to excellence in every task, adapting swiftly to dynamic work environments and contributing positively to team goals. Passionate about continuous improvement and driven by a strong work ethic.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Senior Executive
Vodafone Intelligent Solutions
Ahmedabad
04.2024 - Current
- Led cross-functional teams to enhance project collaboration and efficiency.
- Developed strategic communication plans to align stakeholders with project goals.
- Managed vendor relationships to ensure timely delivery of services and solutions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Implemented best practices for process improvement across multiple departments.
Customer Support Associate
Unipath Solutions LLP
Ahmedabad
05.2021 - 03.2024
- Assisted customers with inquiries and resolved issues effectively.
- Documented customer interactions in support ticketing system accurately.
- Collaborated with team members to improve customer service processes.
- Escalated complex issues to senior staff for further assistance.
- Maintained product knowledge to provide accurate information to customers.
- Supported the development of FAQs and troubleshooting guides for common issues.
- Engaged in regular feedback sessions to enhance service delivery skills.
- Developed strategies for resolving difficult customer situations.
- Reviewed incoming tickets and assigned them accordingly.
- Investigated and troubleshot customer issues to determine the best course of action.
- Monitored daily performance metrics related to customer service operations.
Fraud Prevention Representative
Ttec India Pvt. Ltd.
Ahmedabad
03.2019 - 04.2021
- Monitored transactions for signs of fraudulent activity and potential risks.
- Investigated reports of suspicious behavior and escalated findings to management.
- Collaborated with cross-functional teams to enhance fraud prevention strategies.
- Utilized fraud detection software to analyze patterns and identify anomalies.
- Educated customers on security measures to prevent identity theft and fraud.
- Documented incidents and prepared detailed reports for review and analysis.
- Reviewed customer accounts for suspicious activity and identified fraudulent transactions.
- Maintained accurate records of all investigations including case notes, documents, emails.
- Conducted research on trends in online fraud prevention techniques.
Education
Bachelors in Civil Engineering - Civil Engineering
Narnarayan Shastri Institute of Technology
Ahmedabad 05.2012 - 06.2017
Skills
- Strategic planning
- Cross-functional leadership
- Vendor management
- Project reporting
- Process improvement
- Customer relationship management
- Risk analysis
- Conflict resolution
- Effective communication
- Analytical thinking
- Decision making
- Corporate communications
- Technical support
- Executive-level support
- Good judgment
- Professional and courteous
Languages
Gujarati
First Language
English
Advanced (C1)
C1
Gujarati
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Senior Executive
Vodafone Intelligent Solutions
04.2024 - Current
Customer Support Associate
Unipath Solutions LLP
05.2021 - 03.2024
Fraud Prevention Representative
Ttec India Pvt. Ltd.
03.2019 - 04.2021
Bachelors in Civil Engineering - Civil Engineering
Narnarayan Shastri Institute of Technology
05.2012 - 06.2017
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