Vaijnath Dalvi
Pune
Summary
Accomplished Sr. Tech Support Executive with a proven track record at Tata Consultancy Services, adept in DATA Analysis, and exceptional problem-solving skills. Expert in enhancing customer satisfaction and streamlining support processes, significantly improving resolution efficiency. Skilled in Salesforce Admin and CPQ, with a strong foundation in customer service and technical support.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr Tech Support Executive - Customer Support
Cybage Software
08.2013 - Current
- Coordinated priority of support work based on client and business needs.
- Managed customer-facing FAQ and knowledgebase on application issues.
- Tracked inbound support tickets to provide clear resolutions to customers.
Sr. Tech. Support Executive
Tata Consultancy Services
07.2012 - 08.2013
- Provided support for airline fare filing and pricing, addressing and resolving discrepancies to ensure accurate fare structures and compliance with regulatory requirements.
- Collaborated with cross-functional teams to manage and update fare filings, ensuring alignment with airline pricing strategies and minimizing errors.
- Analyzed and resolved complex fare and pricing issues, including PNR-related discrepancies, to maintain accurate and competitive pricing for airline clients.
- Assisted in the implementation of new fare filing systems and processes, contributing to improved efficiency and accuracy in pricing support.
- Trained and supported team members on fare filing procedures and pricing issues, enhancing overall team performance and knowledge.
Sr. Customer Service Associate
WNS Global Services
01.2006 - 07.2012
- Provided support by collaborating with the helpdesk team to troubleshoot and resolve British Airways PNR pricing issues, enhancing accuracy and customer satisfaction.
- Coached new team members on service techniques and provided scoring through a quality assurance program.
- Developed and maintained strong relationships with customers to foster repeat business.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
Education
Bachelor of Science -
University of Pune
04.2004
Skills
- DATA Analysis
- Technical Skills
- Problem-Solving Skills
- Communication Skills
- Organizational Skills
- Customer Service
- Salesforce Admin and CPQ
- IATA Foundation
- Knowledge about SQL
Additional Information
Worked at the British Airways headquarters for the Price Distribution and Rule simplification Project at Heathrow, London in 2010.
Certification
- Salesforce Admin
- IATA Foundation ETB
Timeline
Sr Tech Support Executive - Customer Support
Cybage Software
08.2013 - Current
Sr. Tech. Support Executive
Tata Consultancy Services
07.2012 - 08.2013
Sr. Customer Service Associate
WNS Global Services
01.2006 - 07.2012
Bachelor of Science -
University of Pune
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