Pritham Jadhav
Bangalore
Summary
A highly motivated individual with a background in customer service and sales, coupled with extensive experience in team management. Proficient in cultivating strong customer relationships and adept at understanding and fulfilling customer needs. Possesses exceptional communication and interpersonal skills, enabling the delivery of superior customer service while effectively leading and managing teams.
Overview
11
11
years of professional experience
Work History
Associate Key Account Manager
Razorpay Software Pvt Ltd
12.2022 - Current
- Increased client satisfaction by building and maintaining strong relationships with key account stakeholders.
- Streamlined internal processes for more efficient management of key accounts and improved client communication.
- Developed tailored strategies for each key account to ensure optimal results and enhance customer loyalty.
- Conducted regular business reviews with clients, providing insights on performance metrics and addressing any concerns or opportunities for growth.
- Building and maintaining strong relationships with key clients by understanding their needs, objectives, and challenges. Acting as the primary point of contact for any inquiries, issues, or escalations.
- Providing exceptional customer support and ensuring that the client's needs are met promptly and effectively. Addressing any issues or concerns raised by clients and coordinating with internal teams to resolve them.
- Addressing any issues or conflicts that may arise during the course of the client relationship. Proactively identifying potential challenges and working to find mutually beneficial solutions.
- Collaborating with internal teams such as sales, marketing, product development, and customer support to ensure a coordinated approach to serving key accounts. Sharing insights and feedback from clients to inform decision-making and strategy development.
- Continuously seeking ways to improve processes, systems, and practices related to key account management. Soliciting feedback from clients and internal stakeholders to identify areas for enhancement and innovation.
TEAM LEAD - B2B OPERATIONS
Bundl Technologies Pvt.Ltd, Swiggy
11.2021 - 12.2022
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Scheduling daily huddles and sharing the MOM by mentioning the action items against the respective individuals along with the deadline TAT.
TEAM LEAD - SOCIAL MEDIA & ESCALATIONS
Big Basket Innovative Retail Concepts Pvt.Ltd
07.2018 - 06.2021
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Skilled at working independently and collaboratively in a team environment.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Streamlined sales processes to improve efficiency and productivity within the team.
- Collaborated with cross-functional teams to create comprehensive sales plans for new product launches.
- Implemented data-driven forecasting methods, improving accuracy and informing strategic decision making.
- Doing one on one with the agents and sharing the feedback and keeping a track of the feedback shared and improvement trend.
- Conducting one-on-one sessions with agents to provide feedback and monitoring the feedback shared to track improvement trends.
- Creating KPI parameters for the team and tracking the same.
- Establishing key performance indicator (KPI) parameters for the team and monitoring their progress.
SENIOR CUSTOMER CARE EXECUTIVE
ACT Fibernet
10.2017 - 07.2018
- Handling and resolving Consumer complaints and Escalations
- Supported the Team as a Floor supervisor basis requirement, Coordinated with not just with Peers and Customers, but also Field executives to ensure smooth and quick resolution.
CUSTOMER SUPPORT SPECIALIST
Flipkart Internet Private Limited
07.2014 - 03.2017
- Resolving of customer queries related to all verticals and issues
- Efficient Troubleshooting of technical issues w.r.t electronics.
EXECUTIVE - SPOT CHECK AUDITING
Hinduja Global Solutions Pvt Ltd.
09.2013 - 02.2014
- Performing efficient spot check audits
- Maintaining high standard of quality in work.
Education
Bachelor of Commerce - Accounts - Financial Accounting
Bangalore University
Bengaluru, India06.2014
Skills
- Team management
- Employee Training and Coaching
- Employee Engagement
- SLA management
- Stakeholder management
- Managing Processes
- Conflict Management
- Delegating work
- MS Office – MS Word, Power Point, Excel, MS Outlook
- MS Excel- Vlookup, Pivot, Countif, Macros, Utilization
- Tally (basics)
- Operating System - Windows XP, Windows 7, Windows 8, Windows 10
- Various CRM tools like Kapture, Freshdesk, Ozonetel, Ameyo, Oracle RightNow, Freshdesk, Salesforce etc
- Reliable and professional
- Organized
- Time management
- Team player
- Fast learner
- Self Motivated
- Prioritizing important tasks and ensuring they get done first and get done properly
- Proficient with MS Office and various other forms of work related tools
- Improving product quality, customer communications and staff cooperation
- Able to work in a busy, fast moving and target driven production environment
- Committed to promoting fair equal opportunities in the workplace
- Always willing to step in and help out work colleagues who are facing any challenges
- Willing to challenge current methods of work and to then identify, recommend and implement practical improvements
Accomplishments
- Earned Six sigma Yellow belt from NIQC pvt ltd as a Diamond performer
- Best Team Lead awards for consecutive 5 months
- Pursuing Green belt course at NIQC
- Best Performer, Best SME, Best TL awards received in Bigbasket
- Significant contributor for the year 2018-19 (Received award from CEO of Bigbasket)
Timeline
Associate Key Account Manager
Razorpay Software Pvt Ltd
12.2022 - Current
TEAM LEAD - B2B OPERATIONS
Bundl Technologies Pvt.Ltd, Swiggy
11.2021 - 12.2022
TEAM LEAD - SOCIAL MEDIA & ESCALATIONS
Big Basket Innovative Retail Concepts Pvt.Ltd
07.2018 - 06.2021
SENIOR CUSTOMER CARE EXECUTIVE
ACT Fibernet
10.2017 - 07.2018
CUSTOMER SUPPORT SPECIALIST
Flipkart Internet Private Limited
07.2014 - 03.2017
EXECUTIVE - SPOT CHECK AUDITING
Hinduja Global Solutions Pvt Ltd.
09.2013 - 02.2014
Bachelor of Commerce - Accounts - Financial Accounting
Bangalore University
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