Sachin Sirwani
Case Manager
Bengaluru
Summary
Seasoned Case Manager with a proven track record at Diversified AV and Amazon, specializing in client relationship management and operational efficiency. Expert in procurement and material management, I excel in fostering customer satisfaction and streamlining supply chain processes. My leadership in technical issue resolution and team management has consistently enhanced organizational productivity.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Case Manager
Diversified AV
Bengaluru
04.2023 - Current
- Client Relationship Management: Cultivated and maintained strong relationships with high-profile clients, including BMW, AstraZeneca, The Vanguard Group, City of Vaughan, CIBC, and Snapchat Canada.
- Team Leadership and Supervision: Led a team of technicians providing on-site services across Canada, ensuring timely and effective resolution of technical issues and preventive maintenance for regional clients.
- Operational and Service Management: Developed and managed detailed scopes of work, dispatched service orders, and ensured compliance with service level agreements (SLAs). Managed the end-to-end service process, including issue resolution, parts procurement, and invoicing for clients and vendors.
- Service Coordination: Managed and tracked a high volume of on-site service repairs for Digital Signage, AV, and satellite systems using the Connectwise ticketing system.
- Work Order Dispatch: Dispatched service orders and created scopes of work for field technicians to ensure accurate and efficient service delivery.
- Inventory Control and Audit Oversight: Conducted audits of equipment purchases, monitored inventory levels, and facilitated parts ordering in collaboration with purchasing and warehouse teams.
- Client Quotes and Parts Coordination: Generated quotes and estimates for client approval, coordinated orders for replacement parts, and managed the parts procurement process.
- Contract Compliance and Invoicing: Ensured adherence to client service agreements, managed subcontractor invoices, and conducted post-visit ticket analysis to ensure accurate billing.
- Cross-Departmental Collaboration: Worked closely with purchasing teams to process parts orders, manage warranty claims, and handle return merchandise authorizations (RMAs).
- Process Documentation and Billing Accuracy: Created comprehensive support documentation, resolved vendor billing discrepancies, and ensured invoice accuracy to maintain high client satisfaction.
CASE Specialist (Shipping and Delivery Services)
Amazon
Bengaluru
05.2022 - 04.2023
- Associate Support & Escalation: Responded to associate inquiries and managed escalated issues across multiple channels.
- Customer Ownership & Issue Resolution: Demonstrated customer obsession and ownership when addressing both internal and external customer concerns.
- Operational Knowledge Maintenance: Maintained up-to-date knowledge of team-specific operational procedures as required.
- Systemic Issue Escalation: Escalated systemic issues through the ticketing process for resolution.
- Analytical Assistance: Applied deep analytical skills and accuracy in assisting both associates and customers.
- Team Collaboration & Morale Management: Fostered effective communication and collaboration with Team Managers, Group Managers, and peers to manage team workload and boost morale.
- Process Improvement & Prioritization: Identified, analyzed, and prioritized customer issues, process disruptions, and contributed to streamlining standard operating procedures (SOPs).
- Last Point of Contact & Customer Relations: Served as the final point of contact for customers in Amazon Retail and Amazon Business, strengthening customer relationships through proactive issue resolution and personalized service.
Subject Matter Expert SME
Amazon
Pune
09.2021 - 05.2022
- Process Analysis and Improvement: Studied and observed processes to identify strengths and areas for improvement. Highlighted improvement areas and suggested changes to leadership teams.
- Coordination and Planning: Used coordination and planning skills to achieve results according to the schedule. Created plans and communicated deadlines to ensure projects were completed on time.
- Training and Development: Provided process training to newly hired associates to ensure seamless onboarding. Conducted coaching feedback and assessments for newly hired associates to enhance their performance.
- Team Leadership and Management: Led a team of 7-8 associates, providing guidance and process knowledge training to support their professional growth. Managed team leave schedules to maintain operational efficiency and productivity. Resolved team conflicts, fostering a collaborative and positive work environment.
- Operational Oversight: Oversaw daily operations to ensure high levels of productivity and adherence to organizational goals.
Shipping and Delivery Services Associate
Amazon
Pune
06.2019 - 09.2021
- Cost Management and Operations: Minimized unnecessary business costs by leveraging cluster intelligence to forecast and address delivery challenges. Managed last-mile tracking operations for North America and Canada.
- Service and Delivery Optimization: Applied expertise in Amazon transportation services and customer service infrastructure to ensure successful deliveries, gather intelligence, and prevent future issues.
- Scheduling and Coordination: Organized and scheduled pickups and deliveries to ensure a smooth operational flow.
- Returns Processing: Managed and restocked returned items to maintain inventory accuracy.
- Shipment Verification: Verified shipments against paperwork and signed documents for accuracy.
- Weight and Dimension Checks: Conducted basic calculations to confirm shipment weights and dimensions.
- Carrier Status Updates: Regularly updated the database to reflect changes in carrier status.
Education
Masters of Engineering - Mechanical Design Enginnering
Army Institute of Technology
Pune06-2025
Bachelor of Engineering - Mechanican Engineering
GH Raisoni College of Engineering And Management
Pune06-2019
Skills
- Problem-solving
- Client relationship management
- Supply chain distribution
- Warehouse management
- Logistics planning
- Procurement expertise
- Supply chain management
- Customer service and support
- Customer satisfaction
- Business analytics
- Issue resolution expertise
- Technical issue resolution
- Scheduling and coordination
- Shipping and delivery coordination
- Remote team management
- Procurement and material management
- Bill of materials
- Preventative maintenance planning
- Operational efficiency
- Quality assurance controls
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Marathi
Upper Intermediate (B2)
B2
Certification
- Customer Service Foundations
- Cybersecurity at Work
Accomplishments
- Quarterly Award - Diversified
- Customer Obsession Award - Amazon
- Best SME Award - Amazon
Timeline
Case Manager
Diversified AV
04.2023 - Current
CASE Specialist (Shipping and Delivery Services)
Amazon
05.2022 - 04.2023
Subject Matter Expert SME
Amazon
09.2021 - 05.2022
Shipping and Delivery Services Associate
Amazon
06.2019 - 09.2021
- Customer Service Foundations
- Cybersecurity at Work
Masters of Engineering - Mechanical Design Enginnering
Army Institute of Technology
Bachelor of Engineering - Mechanican Engineering
GH Raisoni College of Engineering And Management
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