Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Hobbies and Interests
Personal Information
Timeline
Generic

Parashuram Pawar

Shimoga

Summary

To pursue a challenging career in a progressive environment where learning, innovation and creativity are encouraged, where my skills & knowledge can be enhanced to their maximum potential to contributed to the overall success and growth of the organization

Overview

9
9
years of professional experience

Work History

Area Service Manager and Central Operations

Flipkart
01.2022 - Current
  • Prepare Pending calls report & monitor the daily then instruct respective repair center in-charges to close the cases within Service Level Agreement (SLA)
  • Resolve all client queries & end customer queries, as well as branches & Authorized service partner’s queries
  • New location Tool & Process training
  • New Process SOP sharing Locations and monitoring the implementation
  • Handling operation escalations in Pan India
  • Defaulter locations Review and action plans for the further improvement and weekly review with Pan Indian
  • Continuously improving & controlling the Partners productivity & TAT maintenance to satisfy the customers
  • Prepare TAT Performance report on daily, weakly & monthly, flashing same to respective persons
  • Weekly basis monitoring all Partners yield rate & TAT performance and implementing action plans to improve.
  • Monitored inventory levels of parts and supplies needed for service repairs.
  • Organized regular training sessions for technicians in order to keep them up-to-date with industry best practices.
  • Analyzed data from customer surveys to identify areas for improvement in service delivery.
  • Managed daily operations and maintenance of the service department, ensuring all processes were completed in a timely manner.
  • Created detailed reports on monthly service activities, including labor costs and customer feedback scores.
  • Defined clear targets and objectives and communicated to other team members.
  • Managed efficient cash register operations.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Worked well in a team setting, providing support and guidance.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Team Leader

Flipkart
09.2018 - 12.2021
  • Managing team strength of 35 members in my team
  • Auditing the calls and sharing the feedback to the associates on daily basis to improve quality scores
  • Monitoring the queue to improve on SL and Abandoned
  • Sharing the feedback with agent’s performance fortnightly to check to understand where the agents are lacking and improve the team performance
  • Daily briefing will be conducted on product or process updates
  • Daily reports will be shared on process and agent performance to the management
  • Shrinkage and Attrition need to be controlled as per the BPO terms
  • Handling customer escalation and doing follow up with concern stake holders and resolving the customer issue on priority
  • Handling Task master and IJS escalations follow up with the partners and ensuring pending is coming down
  • Handling EW inbound Prepull, Address change, COP, TBC & CNR, FK escalations and ED team
  • Escalating all the escalations to concern stakeholders on daily bases
  • Responsible for client Management, Escalation Handling and coordination with internal support functions
  • Ensure achievement of Client specified parameters of Service Level Agreements
  • Develop and Manage Standard Operating Procedures as per internal Operations and Client specified requirements.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Accomplished multiple tasks within established timeframes.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Customer Service Associate

Flipkart
Bangalore
09.2016 - 08.2018
  • Maintained knowledge of current sales promotions and new product releases.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Provided professional services and support in a dynamic work environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Resolved problems, improved operations and provided exceptional service.
  • Increased revenue by cross-selling and upselling products and services.
  • Provided customer feedback to management and identified areas of improvement for products and services.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Service Associate-Voice

SERCO GLOBAL SERVICES Ltd
Bangalore
03.2015 - 06.2016
  • Inbound calls handling the cx quires/complaints/request’s
  • Answer participant questions, as well as question participants to obtain full understanding of what information is being requested
  • Provide quality customer service on every call
  • Communicate clearly and effectively with participants
  • Promote teamwork and call center success.
  • Delivered prompt service to prioritize customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Responded to customer requests for products, services, and company information.

Education

Bachelor of Commerce - Commerce

Govt. First Grade College, Davangere., Davangere University
01.2014

2nd PUC - Commerce

Thrishul PU College, Davangere, Karnataka PU Board
01.2011

SSLC - _

Sri Kumareshwara High School, Haveri, Karnataka Board
01.2009

Skills

  • Tally: Tally 72 Tally 9
  • MS Office, Excel
  • Customer Support
  • Clerical Support
  • Team Collaboration
  • Point of sale systems
  • Regulatory Compliance
  • Problem Resolution
  • Safety Regulations
  • Account updating
  • Sales closing
  • Stock replenishment
  • Customer Relationship Management (CRM)
  • Inventory Control
  • Complaint Handling
  • Staff Management
  • Policies and procedures
  • Strategic planning
  • Operations management
  • Budgeting
  • Coaching and mentoring
  • Business Development
  • Complaint resolution
  • Stock management
  • Retail store support

Accomplishments

  • Won award/competition for Year of 2016 at SERCO GLOBAL SERVICES Ltd
  • Have got appreciations from Client for achieving 100% quality For June, July, Aug’2015.
  • Selected as SOM (Star of the Month) for three months my Excellent Performance in the process.
  • Received the Service Excellence Award for Aug and Sep 2015.
  • Based on performance Vodaphone client have gifted Bike.
  • Got the best award in BBD for achieving the targets.
  • Insights were shared to improve the process.
  • Worked on repeat reductions in the inbound process.
  • I got an award as the best performer in Mini BBD in the year 2018 & 2019

Languages

  • Kannada
  • English
  • Hindi

Hobbies and Interests

  • Playing Cricket.
  • Listening Music.

Personal Information

  • Father's Name: Mr.Yashwanth
  • Mother's Name: Mrs.Gouramma
  • Date of Birth: 02/16/93
  • Marital Status: Married

Timeline

Area Service Manager and Central Operations

Flipkart
01.2022 - Current

Team Leader

Flipkart
09.2018 - 12.2021

Customer Service Associate

Flipkart
09.2016 - 08.2018

Customer Service Associate-Voice

SERCO GLOBAL SERVICES Ltd
03.2015 - 06.2016

Bachelor of Commerce - Commerce

Govt. First Grade College, Davangere., Davangere University

2nd PUC - Commerce

Thrishul PU College, Davangere, Karnataka PU Board

SSLC - _

Sri Kumareshwara High School, Haveri, Karnataka Board

Similar Profiles

CREATE PROFILE
Parashuram Pawar