Hi, I’m
Pranali Jadhav
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
years of professional experience
Work History
ConcentrixBangalore
Senior Representative - Operations
07.2024 - 07.2025
Job overview
- 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.
WNS Global ServicesNashik
Lead Associate
12.2020 - 05.2024
Job overview
- 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
Narsee Monjee Insitute of Management Studies
MBA from Operations Management
09-2025
Ashoka Center For Business And Computer Studies
BBA-CA from Computer Applications Development
04-2020
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
Personal Information
Education
other,other
Timeline
Senior Representative - Operations
Concentrix
07.2024 - 07.2025
Lead Associate
WNS Global Services
12.2020 - 05.2024
Narsee Monjee Insitute of Management Studies
MBA from Operations Management
Ashoka Center For Business And Computer Studies
BBA-CA from Computer Applications Development