PAWAN S BHOSE
Bengaluru
Summary
Experienced with coordinating and managing multiple projects simultaneously. Utilizes effective communication and organizational skills to ensure seamless project execution. Track record of implementing process improvements and achieving project milestones.
Overview
6
6
years of professional experience
Work History
Manager Customer Experience and Returns Management | FMCD Ecom
Reliance Retail
10.2023 - Current
- Led team of three to optimize processes, cutting customer service escalations by 25% and boosting first contact resolution (FCR) by 18%
- Managed escalations for JME (B2C) and JMD (B2B), resolved 3000+ cases across social media, Legal, and Grahak Portal, maintained order-to-complaint ratio under 2% and achieved 89% resolution rate
- Reduced Chairman Escalations by 50% through proactive identification and resolution of potential escalation cases, ensured 100% closure of all Chairman Escalations within 72-hour turnaround time (TAT)
- Implemented real-time data storage systems, improving team productivity by 15% and reducing manual work by 3 hours/day
- Identified invoice serial number mismatches for major cost savings; collaborated with Category and SCM for corrective actions
- Conducted analysis and benchmarking of brand support services for Product Business Group, strengthening organization’s competitive position
- Utilized Net Promoter Score (NPS) and Customer Satisfaction Index (CSI) to enhance service quality and customer retention
Management Trainee -Category Management | Electron
Reliance Retail
08.2022 - 10.2023
- Developed Standard Operating Procedures (SOPs) for monthly, weekly, and daily business reports to streamline processes
- Created daily sales reports to track top-selling and underperforming articles across 8 categories
- Developed weekly business reports to analyze segment-wise sales performance for over 400k articles across 3 sales channels
- Collaborated with supply chain and marketing teams to improve category visibility and stock management
- Assisted in assortment planning and pricing strategies for high-velocity SKUs under the electronics & home appliances category
Digital Marketing Expert
Technoy Global Solutions
02.2019 - 07.2020
- SEO Results: Elevated company's global ranking by 20,000 positions, improving from 106,000 to 86,000
- Ad Campaigns: Efficiently generated 900 sales links for media franchise at cost of ₹ 2 per lead within 72 hours while planning and monitoring client’s social media visibility and engagement
- Implemented targeted SEO strategies to improve rankings for high-value keywords, increasing organic search traffic by 18% and boosting client engagement by 22%
- Designed and executed 12+ high-impact digital campaigns, enhancing brand presence & customer relationships, resulting in 15% increase in sales
Education
Master of Business Administration - MBA
Indian Institute of Management Tiruchirappalli
Tiruchi, India05.2022
Bachelor of Science - Hospitality Administration
Institute of Hotel Management Bengaluru
Bengaluru, India06.2017
Skills
- IT Skills: MS Office Suite (Word, PowerPoint, Excel),Kapture CRM, SAP CRM, Google Analytics
- Specialized Skills: Category Management, Account Management, Stakeholder Management
- Languages: English (Fluent), Kannada (Native), Tamil (Fluent), Telugu (Fluent), Hindi (Fluent),
- Certifications: Google Ads, Google Analytics, Digital Marketing
Timeline
Manager Customer Experience and Returns Management | FMCD Ecom
Reliance Retail
10.2023 - Current
Management Trainee -Category Management | Electron
Reliance Retail
08.2022 - 10.2023
Digital Marketing Expert
Technoy Global Solutions
02.2019 - 07.2020
Master of Business Administration - MBA
Indian Institute of Management Tiruchirappalli
Bachelor of Science - Hospitality Administration
Institute of Hotel Management Bengaluru
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