Hrushikesh Nalawade
Navi Mumbai
Summary
Client Experience / Customer Support Professional with strong experience in handling customer inquiries, complaint resolution, billing analysis, and account reconciliation. Skilled in providing world-class customer experience through voice and online support, identifying issues, coordinating with internal teams, and ensuring timely resolution. Proficient in Microsoft Excel, data analysis, and process documentation with a strong focus on accuracy, service quality, and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Strategic Programs Analyst
Accenture Solutions Limited
12.2022 - Current
- Led Quality Assurance (QA) and Quality Control (QC) processes to ensure the integrity and accuracy.
- Handled high-volume incoming customer calls and emails, providing accurate information on products, services, and account details.
- Managed and resolved customer complaints by identifying root causes, taking ownership of issues, and ensuring timely resolution within SLA.
- Acted as first point of contact for service-related issues, troubleshooting problems and raising repair or service tickets when required.
- Escalated complex issues to supervisors and internal teams with clear documentation and follow-up to closure.
- Processed customer orders, forms, and service requests accurately using internal systems and tools.
- Designed and delivered training sessions for team members on new processes, compliance updates, and complex scenarios.
- Conducted billing investigations, identifying discrepancies related to rates, unbilled features, and contract terms.
- Reconciled client accounts based on research findings and corrected billing errors to ensure accurate invoicing.
- Processed customer credits and adjustments following approval workflows and documentation standards.
- Maintained detailed call logs, case notes, and documentation in compliance with standard operating procedures.
- Identified recurring customer issues and reported call trends to management for service and process improvements.
- Served as a liaison between customers, account management, and technical teams to ensure seamless communication.
- Assisted in preparing performance reports, variance analysis, and service metrics using Microsoft Excel.
- Supported team members by providing billing knowledge, coaching, and process guidance.
Production Agent
Wipro
02.2022 - 12.2022
- Took full ownership of customer issues from first contact through resolution, ensuring minimal repeat contacts.
- Performed initial troubleshooting for service disruptions and coordinated with technical or backend teams for resolution.
- Created, tracked, and followed up on service tickets to ensure timely closure and customer satisfaction.
- Proactively updated customers on case status and resolution timelines.
- Managed customer complaints with empathy and clarity, ensuring root cause identification and effective resolution.
- Escalated critical issues to senior teams with detailed documentation and impact analysis.
- Reduced repeat complaints by addressing underlying issues and recommending corrective actions.
- Maintained detailed case notes, call logs, and customer records in compliance with internal SOPs.
- Ensured accurate documentation for audits, escalations, and cross-team handovers.
- Followed data privacy and confidentiality standards while handling customer information.
- Used Microsoft Excel to analyze customer data, track trends, and prepare performance reports.
- Identified patterns in customer inquiries and shared insights with leadership to improve service quality.
- Supported management with daily, weekly, and monthly operational reports.
Supervisor
SN Engineers
06.2020 - 02.2022
- Office Management, Payroll, Team building and Supervision.
- Responsible for bringing deals for the company.
- Representing all the information and previous work done by the company in front of new clients.
- Learned Human Resource management.
- Invented new ways to promote the company through various marketing techniques.
- Pay research and taxes.
- Also worked for payroll services of the company to provide correct and on-time payment of company workers in the Payroll Department.
Education
B.M.S -
Tilak Education Society
Navi Mumbai10.2020
HSC -
Dy Patil Jr.College
Navi Mumbai04.2017
SSC -
S.S High School & Jr.College
Navi Mumbaj02.2015
Skills
- Advanced Excel for data analysis and reporting
- VLOOKUP / XLOOKUP, Pivot Tables, IF formulas, Macros
- Data reconciliation and variance analysis
- Creating performance and billing reports
- Handling large datasets with high accuracy
- Excellent verbal and written communication in English
- Strong customer-first mindset with focus on World-Class Client Experience
- Professional phone etiquette and online communication skills
- Ability to explain product terms, billing details, and service features clearly to customers
- Exposure to telecom services, billing systems, and service support workflows
- Understanding of service tickets, outages, and customer impact handling
- Experience working with IT / support tools and internal systems
Accomplishments
Participated in inter school and inter college Taekwondo (Black Belt) competitions and weight lifting competitions and had been awarded for the same.
Other Requirements
- Willingness to work 24x7 shifts.
- Flexibility for occasional extended work hours.
- Openness to work across client teams.
Additional Skills
- Customer Support & Client Experience
- Call Handling (Inbound & Email Support)
- Complaint Management & Issue Resolution
- Billing Analysis & Account Reconciliation
- Microsoft Excel (VLOOKUP, Pivot Tables, Data Validation)
- Telecom Service Support
- Order Processing & Ticket Management
- Escalation & Stakeholder Coordination
- Documentation & SOP Compliance
- Process Improvement & Reporting
Timeline
Strategic Programs Analyst
Accenture Solutions Limited
12.2022 - Current
Production Agent
Wipro
02.2022 - 12.2022
Supervisor
SN Engineers
06.2020 - 02.2022
B.M.S -
Tilak Education Society
HSC -
Dy Patil Jr.College
SSC -
S.S High School & Jr.College