KOMAL GAIKWAD
Vadodara
Summary
With extensive experience in customer service, I excel in managing client interactions and ensuring satisfaction through attentive communication and problem-solving. I have a strong ability to compile and analyze data, producing accurate weekly reports that inform decision-making. My attention to detail guarantees precision in all documentation and communications, while my estimation skills enable me to provide clients with reliable and precise estimates. I effectively prioritize and manage multiple tasks, demonstrating excellent time management. Adaptable to various systems and processes, I am also technically proficient with relevant software and systems, allowing me to quickly adjust to new tools and technologies
Overview
13
13
years of professional experience
Work History
Sr. Associate-Customer Support
Tech Mahindra
Pune
2025.03 - Current
- Handling customer queries via live chat for a leading Canadian telecom and internet service provider.
- Resolving issues related to billing, account management.
- Managing multiple chat windows simultaneously while maintaining a professional and empathetic tone.
- Accurately documenting interactions in CRM systems and following internal escalation procedures where required.
- Meeting and exceeding key performance metrics such as Average Handling Time, Customer Satisfaction (CSAT), and Resolution Time.
- Collaborating with team leads and quality analysts to improve chat flow, reduce handling time, and enhance customer experience.
Process Assurance Executive
AH Group
Vadodara
2020.10 - 2024.10
- Communicated with the clients & vendors across the regions UK, USA, Europe (Italy, Spain, Poland and Romania) to identify and resolve the root causes of parts.
- Negotiated cost-effective repair and replacement prices with vendors while ensuring quality standards, and built strong relationships with key vendors. Coordinated with suppliers, account Managers, ensuring timely order execution.
- Managed the RFQ process with vendors, ensuring accurate and timely quotations for parts and services, and followed up to resolve discrepancies and confirm pricing.
- Requested and processed Purchase Orders (POs) from clients, then sent approved POs to vendors to initiate repairs and part replacements, ensuring smooth transactions.
- Generated and issued invoices based on completed services, repairs, and parts supplied. Ensured accurate billing and compliance with company policies.
- Managed end-to-end order processing for UK and European clients, including parts sourcing, order fulfillment, delivery tracking, and invoice generation.
- Created and maintained weekly reports for European and UK clients in Excel, and discussed it with clients and Account Managers - tracking repair status, and delivery timelines, while analyzing data for process improvement.
- Software used: Proficient in IM3, CRM systems, and QuickBooks.
Sales Executive
Solar Secure
2020.08 - 2020.10
- Successfully sold approximately 150 solar panels to residential and commercial customers.
- Conducted thorough customer needs assessments, including roof type evaluations (e.g., terracotta tiles, tin roofs).
- Educated customers on Australian government solar subsidies and guided them through the application process.
- Provided tailored solar solutions based on customer energy consumption and budget.
- Handled objections and closed deals through effective negotiation and persuasion.
- Maintained detailed records of customer interactions and sales progress.
Research Analyst
Legacy Group International
2018.07 - 2020.03
- Collaborated with US-based clients to understand their specific needs, ensuring data analysis was aligned with business goals.
- Gather and analyze data from a variety of sources (e.g., databases, industry reports, public records, Websites, Social Media). Additionally ZoomInfo and Checkmate tools were used for efficiently locating personal contact information.
- Presented daily data reports and insights to US-based clients, effectively translating complex data into actionable recommendations.
- Managed and delivered reports consistently within tight deadlines, ensuring timely and accurate communication.
- Leveraged LinkedIn by using to identify and connect with profiles based on detailed job descriptions provided by clients.
- Developed and delivered client-specific presentations using tools such as Excel, PowerPoint.
- Software used CRM.
Technical Recruiter
Collabera
2016.12 - 2017.04
- Sourcing Proles of the candidates according to job description by using booleans and keywords
- Screening proles from job portals like Monster
- Interviewing candidates on call
- Scheduling Interviews of the candidates
- Keeping in touch with them until they are on the oor.
Trainer (ICICI Process)
Kochar Infotech Pvt Ltd
Vadodara
2013.06 - 2015.07
- Conduct Training Sessions: Deliver comprehensive training on ICICI processes, systems, and customer service protocols to new and existing call center agents.
- Develop Training Materials: Create and update training manuals, presentations, and other educational resources to ensure alignment with ICICI's policies and procedures.
- Monitor and Evaluate Performance: Assess trainees’ performance through evaluations, role-playing scenarios, and real-time call monitoring to ensure adherence to ICICI standards.
- Provide Feedback and Coaching: Offer constructive feedback and one-on-one coaching to trainees to improve their performance and address areas of improvement.
- Facilitate Onboarding: Guide new hires through the onboarding process, including practical training on ICICI applications, internet banking, and other relevant tools.
- Manage Attendance and Records: Track trainee attendance and maintain accurate records related to their progress and performance.
- Handle Certification: Oversee the certification process for trainees, ensuring they meet all necessary criteria before moving to the Operations Team.
- Coordinate with Operations Team: Ensure a smooth transition of trainees to the Operations Team by providing necessary documentation and conducting handovers.
- Maintain Training Logs: Keep detailed logs and trackers of trainee activities, submissions, and progress over the training period.
- Monitor Calls and Provide Feedback: Review and analyze call recordings to provide actionable feedback to trainees, helping them to refine their skills and improve service quality.
- Stay Updated: Continuously update training content and methods based on new ICICI policies, technological advancements, and feedback from trainees and supervisors.
- Support Continuous Improvement: Identify areas for improvement in the training program and suggest enhancements to better meet the needs of the trainees and the organization.
Sr.TSE (Technical Support Executive)
Kochar Infotech Pvt Ltd
Vadodara
- Handle inbound and outbound calls, emails, and chat inquiries from customers, addressing their questions, concerns, and issues promptly and professionally.
- Maintain a thorough understanding of the company’s products and services to provide accurate information and support to customers.
- Provide guidance, support, and training to junior support staff, helping them develop their skills and improve performance.
- Manage and resolve complex or high-priority customer issues that require advanced problem-solving and expertise.
- Track and analyze key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and first call resolution rates to ensure service quality.
- Provide accurate and effective solutions to customer problems, utilizing knowledge of products, services, and company policies.
- Record details of customer interactions and transactions in the system, including inquiries, complaints, and comments, ensuring all relevant information is captured.
- Identify and escalate complex or unresolved issues to higher-level support or specialized departments, following proper escalation procedures.
- Strive to deliver exceptional customer service by maintaining a positive attitude, demonstrating empathy, and ensuring a high level of professionalism in all interactions.
- Implement feedback from supervisors and customers to continuously improve personal performance and customer service skills.
Education
Bachelor of Commerce
Dr. A. P. J. Abdul Kalam University
2019
Aviation and hospitality Management
Wings Institute
Vadodara, GJ2016
Hardware and Software -
I.A.N.T
05.2011
HSC -
Auxilium Convent High School
03.2011
Skills
- Client Relationship Management
- Effective Communication
- Customer Service Excellence
- Perform multiple tasks
- Attention to Detail
- Technical Proficiency with IM3, CRM & Juno
- Organizational Skills
- Follow-Up and Persistence
- Purchase Order Management
- Proficient in Excel (including =VLOOKUP)
- Order management
- Packing Slip generation, matching price with PO
- Shipment Tracking & Delivery Management
- Logistics Coordination
- End-to-End Process Coordination
- Customer Order Processing
- Quote generating
- Invoicing
Timeline
Sr. Associate-Customer Support
Tech Mahindra
2025.03 - Current
Process Assurance Executive
AH Group
2020.10 - 2024.10
Sales Executive
Solar Secure
2020.08 - 2020.10
Research Analyst
Legacy Group International
2018.07 - 2020.03
Technical Recruiter
Collabera
2016.12 - 2017.04
Trainer (ICICI Process)
Kochar Infotech Pvt Ltd
2013.06 - 2015.07
Sr.TSE (Technical Support Executive)
Kochar Infotech Pvt Ltd
Bachelor of Commerce
Dr. A. P. J. Abdul Kalam University
Aviation and hospitality Management
Wings Institute
Hardware and Software -
I.A.N.T
HSC -
Auxilium Convent High School