Sharad Pawar
Operations Analyst
Delhi
Summary
Proficient Operations Analyst with 5+ years of insight managing complex customer escalations deployments. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control and data retention.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Operations Analyst
Amazon Pay India Pvt. Ltd.
09.2019 - Current
- Analyze operational data to identify trends and insights that improve efficiency and customer experience
- Identify, recommend, and implement process improvements to optimize operations and reduce costs
- Develop and implement performance metrics and monitoring tools to track and report on operational performance
- Collaborate with cross-functional teams to develop and implement new processes, systems, and tools
- Participate in project planning and execution to support business goals and objectives
- Develop and conduct training sessions for team members on operational processes, systems, and tools
- Consistently meet or exceed performance targets for operational efficiency, quality, and customer satisfaction.
Law Enforcement Response Specialist
Amazon Pay India Pvt. Ltd.
01.2019 - Current
- Evaluate and respond to law enforcement requests in a manner consistent with the privacy and security of business and customer information, in accordance with the law and with Amazon's various policies and procedures
- Works in MHA (ministry of home affairs) portal for evaluation
- Receive and process emergency law enforcement requests both during and outside of normal business hours
- Utilize a combination of manual and automated tools to compile information potentially responsive to a particular law enforcement request
- Communicate verbally and in writing with law enforcement personnel, Amazon employees, outside counsel, and others
- Assist in the identification of patterns and trends that might be evident from the processing of certain law enforcement requests.
Technical Support Executive
Dell
12.2016 - 08.2018
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Developed work-flow charts and diagrams to ensure production team compliance with client deadlines
- Removed and replaced malfunctioning components to correct hardware problems
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Customer Support Associate
Convergys
09.2015 - 12.2016
- Managed large amounts of incoming calls
- Generated sales leads
- Identified and assessed customers' needs to achieve satisfaction
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Provided accurate, valid and complete information by using the right methods/tools
- Handled customer complaints, provided appropriate solutions and alternatives within the time limits, and followed up to ensure resolution
- Kept records of customer interactions, processed customer accounts, and filed documents
- Followed communication procedures, guidelines, and policies
- Took the extra mile to engage customers.
Education
Masters in Sociology -
Delhi University
Bachelor of Science (BSc) - undefined
Delhi University
10+2 - undefined
D.A.V Public School
New Delhi, DelhiSkills
Project managementundefined
Personal Information
- Date of Birth: 08/17/91
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Disclaimer
I, Sharad Pawar, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
Operations Analyst
Amazon Pay India Pvt. Ltd.
09.2019 - Current
Law Enforcement Response Specialist
Amazon Pay India Pvt. Ltd.
01.2019 - Current
Technical Support Executive
Dell
12.2016 - 08.2018
Customer Support Associate
Convergys
09.2015 - 12.2016
Masters in Sociology -
Delhi University
Bachelor of Science (BSc) - undefined
Delhi University
10+2 - undefined
D.A.V Public School
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