Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Languages
Hobbies and Interests
Aims
Certification
Timeline
Generic

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
Pune
10.2020

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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Suraj Dhongade