Pranali Jadhav
Bangalore
Summary
Dependable professional with a proven track record of success in process improvement and workflow optimization. Strong attention to detail and proactive mindset contribute to enhanced team performance. Demonstrates exceptional multitasking abilities in fast-paced environments, ensuring efficient task completion. Competitive professional offering many years of success in industry . Committed to achieving objectives and consistently exceeding goals. Thrives in both team-based and individually-motivated settings.
Overview
5
5
years of professional experience
Work History
Senior Representative - Operations
Concentrix
Bangalore
07.2024 - 07.2025
- Provided frontline technical support to customers using Apple devices, including iPhone, iPad, Mac, Apple Watch, Apple TV, and iCloud services, through phone and email channels.
- Diagnosed and resolved a wide range of hardware, software, OS, and network issues, including device performance problems, app crashes, connectivity failures, iCloud sync errors, Apple ID authentication issues, and OS update failures.
- Delivered step-by-step troubleshooting using Apple best practices, including force restarts, Safe Mode / Recovery Mode on macOS, network resets, iOS settings diagnostics, and system log interpretation.
- Guided customers through account recovery, password resets, 2-factor authentication, device activation, and Apple ID security troubleshooting while strictly following Apple security and privacy protocols.
- Ensured high-quality customer experience by maintaining a patient, empathetic communication style and tailoring explanations for both technical and non-technical users.
- Utilized Apple support tools (GSX, AST, iCloud diagnostics, device coverage checks) to verify hardware issues, warranty coverage, and repair/replacement eligibility.
- Documented troubleshooting steps, solutions, and customer interactions in the CRM system, ensuring accurate case notes and facilitating seamless escalations.
- Collaborated with Tier 2 / Senior Advisors by providing detailed diagnostic information when issues required advanced technical analysis.
- Resolved on average X+ cases per day (you can add numbers), meeting or exceeding KPIs for First Contact Resolution (FCR), CSAT, and average handle time (AHT).
- Educated users on device optimization, data backup strategies (iCloud and local), storage management, and OS update best practices to reduce repeat issues.
- Supported customers with Apple ecosystem integration, including Handoff, Continuity, AirDrop, iMessage/FaceTime activation, and device-to-device transfers.
- Troubleshot network connectivity across Wi-Fi, cellular, VPN, and Bluetooth, ensuring proper configuration and resolving common router, modem, and firewall conflicts.
- Assisted customers with Apple services such as App Store subscriptions, Family Sharing, Apple Music, Apple TV+, and iCloud storage plans.
Lead Associate
WNS Global Services
Nashik
12.2020 - 05.2024
- Led cross-functional teams to enhance service delivery processes.
- Mentored junior associates to improve operational efficiency and teamwork.
- Developed training materials to support staff onboarding and skill development.
- Led day-to-day service delivery for KYC verification operations, ensuring 100% compliance with internal policies, regulatory guidelines, and global KYC/AML standards.
- Conducted thorough customer due diligence (CDD), enhanced due diligence (EDD), identity verification, document validation, and risk assessment for both new and existing customers.
- Performed detailed background verification checks, including identity, employment, education, criminal record, and address verification, while maintaining the highest level of accuracy and confidentiality.
- Managed customer verification workflows, ensuring timely completion of checks, escalation of suspicious activity, and adherence to strict quality benchmarks.
- Analysed operational data to identify defects, gaps, and trends; developed and implemented corrective and preventive action plans (CAPA) to improve accuracy and reduce error rates.
- Conducted weekly performance reviews with Team Leaders, evaluating productivity, SLA adherence, quality scores, and training needs to drive continuous operational improvement.
- Acted as a Subject Matter Expert (SME) for the KYC vertical, supporting teams with guidance on process changes, documentation requirements, and regulatory expectations.
- Provided end-to-end training and mentorship to new joiners, improving their technical understanding of KYC procedures, documentation standards, and fraud detection techniques.
- Collaborated with cross-functional teams (Compliance, Risk, Operations, Client Relations) to maintain alignment with global KYC/AML regulations, internal audit requirements, and best practices.
- Identified process enhancements and automation opportunities to streamline verification workflows and reduce manual touchpoints.
- Ensured high-quality customer communication, maintaining professionalism in email/phone interactions while explaining KYC requirements, deficiencies, and follow-up actions clearly.
- Supported quality assurance efforts by conducting periodic audits, reviewing case files, detecting discrepancies, and recommending remediation strategies.
- Demonstrated strong expertise in reviewing KYC documents such as government IDs, proof of address, financial statements, business registration certificates, and corporate ownership structures.
- Contributed to the creation and maintenance of SOPs, training materials, checklists, and quality frameworks to support operational excellence and regulatory compliance.
Education
MBA - Operations Management
Narsee Monjee Insitute of Management Studies
Mumbai, India09-2025
BBA-CA - Computer Applications Development
Ashoka Center For Business And Computer Studies
Nashik, India04-2020
Skills
- Technical support and troubleshooting
- Software diagnostics
- Customer account management
- KYC compliance and verification
- Solution implementation
- Effective communication
- Training and mentorship
- Team collaboration
- Relationship management
- Good Team Leader
- Process Excellence
Hobbies and Interests
Travelling
Cooking
Languages
- English
- Marathi
- Hindi
Personal Information
- Date of Birth: 04/19/98
- Gender: Female
Timeline
Senior Representative - Operations
Concentrix
07.2024 - 07.2025
Lead Associate
WNS Global Services
12.2020 - 05.2024
MBA - Operations Management
Narsee Monjee Insitute of Management Studies
BBA-CA - Computer Applications Development
Ashoka Center For Business And Computer Studies