Shiva Kumar Gaikwad
Pune
Summary
Dynamic Senior Customer Relationship Executive with a proven track record at Amazon.com, excelling in root cause analysis and conflict resolution. Expert in managing escalated issues and enhancing customer satisfaction through effective communication and strategic solutions. Adept at leveraging customer relationship management skills to drive team engagement and achieve organizational goals.
Overview
12
12
years of professional experience
Work History
Senior Customer Relationship Executive
Amazon.com
Pune
04.2016 - Current
- Performed root cause analysis on recurring problems reported by customers and recommended solutions accordingly.
- Provided training and guidance to junior team members on best practices in customer relations management.
- Responded promptly to inquiries received via social media accounts regarding products and services offered by the company.
- Maintained accurate records of customer interactions, transactions and inquiries.
- Developed processes for resolving escalated customer issues quickly and efficiently.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Conducted research and reviewed findings to solve customer issues.
- Led team engagement to assist cross-functional departments and achieve goals.
Senior Customer Service Representative
Wipro
Pune
11.2013 - 08.2016
- Resolved escalated customer complaints in a timely manner.
- Provided technical support to customers via phone, email and chat.
- Responded promptly to inquiries from customers about products or services.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Managed incoming calls from customers while providing exceptional service.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
Education
High School Diploma -
St Mary's Centenary Junior College
Hyderabad01-2008
Secondary School -
Shanker Vidyalaya High School
Secunderabad05-2006
BBA - Business Administration
DY Patil University Navi Mumbai
Navi Mumbai Skills
- Customer relationship management
- People management
- Root cause analysis
- Escalation management
- Technical support
- Social media engagement
- Data management
- Conflict resolution
- Relationship management
- Decision-making
- Customer relations
- Team leadership and development
Languages
Hindi
First Language
English
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Marathi
Upper Intermediate (B2)
B2
Affiliations
- Playing basketball
- Playing chess
- Dog trainer
Accomplishments
- Best Resolution Specialist Award
- Highest contacts resolved Award
References
References available upon request.
Timeline
Senior Customer Relationship Executive
Amazon.com
04.2016 - Current
Senior Customer Service Representative
Wipro
11.2013 - 08.2016
High School Diploma -
St Mary's Centenary Junior College
Secondary School -
Shanker Vidyalaya High School
BBA - Business Administration
DY Patil University Navi Mumbai
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