Pranav Gadhvi
Gandhinagar
Summary
Result driven and motivated customer service professional seeking to apply for an entry-level Associate-Buyer position at Analog Devices.
Overview
11
11
years of professional experience
Work History
Service Coordinator
Johnson Controls Middle East and Africa
Dubai
12.2023 - 02.2024
- Worked as a Service Coordinator for the Controls & Security division. I assisted sales engineers, service engineers, and the Business Support Manager in expediting the completion of work orders and project orders.
- I followed up with sales engineers to obtain purchase requisitions and purchase orders for the materials required for the projects. I communicated with suppliers to ascertain the ETA for materials and relayed the information to service engineers. Additionally, I followed up with service engineers to obtain labor hours, work completion, and project completion reports, which I then submitted to the Billing team for invoice generation.
- I kept track of all ongoing projects and assisted the Business Support Manager in preparing revenue forecasts.
Customer Service Representative
ZURU TECH (Tech arm of ZURU Group)
Ahmedabad
03.2021 - 03.2023
- I worked as a Customer Service Representative for ZURU Edge brands, including NOOD Petfood, Bonkers Pet Treats, and Dose & Co (Collagen Supplement). My responsibilities included monitoring Shopify stores for the US, UK, CA, NZ, and AU regions for these brands. I responded to customer inquiries through Facebook Business Manager on platforms such as Facebook, Instagram, and TikTok. Additionally, I handled escalation emails via Zendesk.
- In this role, I coordinated with third-party logistics (3PL) account managers, such as DSV Logistics and Sprint Logistics in the UK, Shipbob in the USA and Canada, TLD Logistics in Australia, and Brand Nation in New Zealand. My responsibilities included ensuring the smooth and trouble-free delivery of online orders, submitting claim forms for lost, damaged, incorrect, and short-shipped orders, and sending daily, weekly, and monthly reports on total refunds and replacements to the Customer Service Manager in New Zealand.
- I also assisted the team in connecting with 5,000 verified Instagram influencers for collaborations with brands like Health By Habit (supplements) in the US, and NOOD Petfood in the UK. To enhance customer engagement, I used tools such as Zendesk, Brandwatch, and Facebook Business Manager. I managed online orders and marketing promotions using Shopify Plus and utilized 3PL portals for DSV, Shipbob, Sprint, Brand Nation, and TLD Logistics for order fulfillment.
Senior Executive - Customer Relations
_VOIS - Vodafone Intelligent Solutions
Ahmedabad
05.2017 - 07.2020
- Worked as a Customer Relations Advisor for the Vodafone UK Ombudsman team, aiming to reduce the number of complaints received at the final and highest point of escalation. Complaints included issues related to incorrect charges, mis-selling, customer service feedback, Vodafone store-related problems, negative marks on credit files, technical issues, and discrepancies with smartphone contracts.
- I was also part of the pilot social media-based customer service team created for VOXI UK (Vodafone). My role involved reviewing problems faced by Vodafone UK customers, identifying root causes, developing and offering solutions, and preventing complaints from being escalated to Ofcom (the UK's telecommunications regulator).
- I reviewed emails, chats, phone calls, and customer feedback to identify missed opportunities and areas for improvement. I followed a feedback loop process to minimize recurring issues. I took full ownership of escalated calls and issued deadlock letters for unresolved disputes.
- Additionally, I acted as a mentor, providing support to trainees. I maintained a query tracker and provided information on query types, frequency of issues, credit leakage, and non-compliance to the Operations Manager. I adhered to parameters such as resolution percentage, net promoter score, and number of complaints, ensuring my individual resolution rate was 30%.
Process Specialist
TTEC
Ahmedabad
12.2014 - 03.2017
- Assisted eBay UK private and business sellers with website navigation, seller tools, listing features and fees, listing policies, buyer-related disputes, website glitches, seller shipping policies, and the PayPal Protection Program. I offered suggestions to enhance the visibility of listings and helped sellers discover shipping solutions to expand their buyer base outside the UK.
- I assisted sellers with issues related to web-based tools, such as Turbo Lister, Selling Manager, and File Exchange. I identified and pinpointed the root cause of problems, reported them to the Operations Managers, and relayed resolutions to eBay members post-resolution.
- I supported the team in meeting targets for average handling time, login hours, and customer satisfaction percentages. Additionally, I acted as a temporary Subject Matter Expert on an ad-hoc basis to assist trainees and team members, ensuring a customer satisfaction score (CSAT) of 85% and above.
Online Sales Representative
ETECH INC
Ahmedabad
06.2013 - 11.2014
- Supported AT&T Small Business customers (USA) with their online orders by following the seven-step sales process. I explained the benefits and features of landline connections, DSL, and Fiber Optic Internet connections, and converted those interactions into sales.
- I adhered to metrics such as chat counts, average handling time, customer satisfaction percentage, conversion rate, and monthly sales targets, ensuring a minimum conversion rate of 20% and a minimum CSAT of 85%.
Education
BACHELOR OF COMMERCE IN ACCOUNTING AND COMMERCE - Accounting And Commerce
Tolani Commerce College - Kutch University
Bhuj03.2013
Skills
- MS Office (Microsoft Excel, Powerpoint, Outlook, Word)
- Customer Service, Sales, and Complaints Handling
- Team Management
Languages
English
First Language
Timeline
Service Coordinator
Johnson Controls Middle East and Africa
12.2023 - 02.2024
Customer Service Representative
ZURU TECH (Tech arm of ZURU Group)
03.2021 - 03.2023
Senior Executive - Customer Relations
_VOIS - Vodafone Intelligent Solutions
05.2017 - 07.2020
Process Specialist
TTEC
12.2014 - 03.2017
Online Sales Representative
ETECH INC
06.2013 - 11.2014
BACHELOR OF COMMERCE IN ACCOUNTING AND COMMERCE - Accounting And Commerce
Tolani Commerce College - Kutch University
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