Suraj Dhongade
Pune
Summary
Dynamic professional with a proven track record at Amazon Development Center Pune, specializing in crisis management and escalation handling. Recognized for delivering exceptional customer service and leading teams to resolve high-severity issues while optimizing processes. Expertise in analytical problem-solving and stakeholder engagement, consistently achieving impactful solutions in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SDS EXR SPECIALIST
Amazon Development Center Pune
Pune
01.2017 - Current
- Handling high severity issues related to sexual assault, theft, accident and other crises.
- Responding to CEO and Director escalations and resolving the same.
- Collaborating with fulfillment centers and resolving driver related issues.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Assisted customers with setting appointments, shipping and special-order requests, and arranging merchandise pick-up at other locations.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered customer telephone calls and chats promptly to avoid on-hold wait time
Information Retrieval Officer
Just Dial Ltd
06.2015 - 12.2016
- Providing information to customers according to their queries.
- Handling escalation calls for irate customers and providing best solutions for the same.
- On the basis of experience and expertise, the nature and scope of my duties extended to the training of new employees in various customer service processes.
- Actively stood in for absent supervisor, managing the floor on several occasions.
- I was also awarded the Best Employee for most of my employment term.
Education
Bachelor of Commerce -
Savitribai Phule University of Pune
Pune10.2020
Skills
- Team leadership
- Customer service excellence
- Interpersonal skills
- Process optimization
- Analytical problem-solving
- Escalation handling
- Driver issue resolution
- Team collaboration
- Conflict resolution
- Stakeholder engagement
Accomplishments
- Best Mentor, 1st, 2020, 05
- Best Performer, 3rd, 2018
- Best Mentor, 1st, 2021, 05
Personal Information
- Date of Birth: 03/05/97
- Marital Status: Single
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Reading
- Travel
- Listening to music
Aims
To work out in the field with people, interacting with clients, managing teams and climbing a new learning curve.
Certification
- Lean Six Sigma Green Belt Certified (License No: 71294313)
Timeline
SDS EXR SPECIALIST
Amazon Development Center Pune
01.2017 - Current
Information Retrieval Officer
Just Dial Ltd
06.2015 - 12.2016
Bachelor of Commerce -
Savitribai Phule University of Pune
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