Hi, I’m
PRANAV KADU
Senior Customer Support Associate
Pune
Summary
Support Specialist delivering technical support, user onboarding, and account access verification, resolving 5100+ tickets per week for customers needing fast resolution. Strengthens service quality through knowledge base updates, clear documentation of common issues, and process improvements that streamline support workflows. Protects access by checking login details and completing 500+ checks per day before accounts are opened.
Overview
5
Certifications
9
years of professional experience
Work History
Revolut OrgPune, Maharashtra
SUPPORT SPECIALIST
04.2026 - Current
Job overview
- Provided technical support to users, resolving inquiries and issues efficiently.
- Facilitated onboarding of new users, providing support for seamless access to systems and tools.
- Partnered with team members to improve user experience and optimize support processes.
- Created documentation of common issues and solutions, contributing to knowledge base enhancements.
- Ensured accurate verification of user documents for account access.
- Conducted thorough checks of login details to block scam attempts.
- Provided technical support for troubleshooting issues across various platforms and services.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
ConcentrixPune, Maharashtra
CUSTOMER SUPPORT ASSOCIATE
05.2025 - Current
Job overview
- Advocated for members' insurance claims and queries at United Health Care.
- Updated and maintained company's knowledge base, ensuring easy access to accurate information for customers and support staff.
- Utilized SAP ERP system for effective management of customer data.
- Trained new associates on customer service protocols, ensuring consistency in service delivery.
- Implemented feedback mechanisms to gather customer insights, driving continuous improvement initiatives.
EXLPune, Maharashtra
SENIOR CUSTOMER SERVICE ASSOCIATE
09.2025 - 02.2026
Job overview
- Led customer service initiatives to enhance client satisfaction and retention rates.
- Mentored junior associates in effective communication and problem-solving, improving their ability to resolve customer inquiries.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Analyzed customer feedback to identify trends, informing targeted service enhancements.
- Mentored junior associates in effective communication and problem-solving techniques.
- Maintained comprehensive knowledge of products and services to provide accurate support to customers.
- Promoted culture of continuous improvement by soliciting feedback from
Tech MahindraPune, Maharashtra
CUSTOMER SUPPORT ASSOCIATE
03.2024 - 04.2025
Job overview
- Worked as an Advisor for customers from Three.co.uk.
- Assisted customers with technical queries by providing effective solutions or suitable options.
- Assisted and resolved the technical queries by resolving or by offering any comfortable option available.
- Responded to customer requests for products, services, and company information.
- Built strong relationships with clients through regular follow-ups on outstanding issues, ensuring timely resolutions and consistent communication.
- Enhanced customer experience by identifying and implementing process improvements within the support department.
- On Demand SME and Trainer.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Resolved customer inquiries through various channels, enhancing satisfaction and loyalty.
AmazonPune, Maharashtra
CUSTOMER SERVICE ASSOCIATE
07.2020 - 02.2024
Job overview
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Resolved billing and payment issues by adhering to guidelines, ensuring customer satisfaction.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Facilitated team productivity through effective communication and task coordination.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Fostered customer loyalty by delivering empathetic and efficient issue resolution.
- On demand TL and Trainer.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
WNS Global ServicesPune, Maharashtra
CUSTOMER SERVICE ASSOCIATE
02.2019 - 05.2020
Job overview
- Helped customers with all the flight related information and assisted the customers to arrange an alternate flight if missed.
- Assisted customers with flight-related inquiries and arranged alternate flights for those who missed their connections.
- Resolved customer complaints professionally, achieving satisfactory outcomes and receiving positive feedback.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Assisted numerous customers daily at the front desk, ensuring a welcoming environment.
- Front desk advisor and Guarantee Specialist for an online travelling agency Kiwi.com.
Justdial.comPune, Maharashtra
INFORMATION RETRIEVAL OFFICER
07.2017 - 10.2018
Job overview
- Acted as Subject Matter Expert and supported other Information Retrieval Officers.
- Provided information to callers via SMS and email, ensuring clarity and accuracy.
- Supported Information Retrieval Officers as Subject Matter Expert, facilitating knowledge sharing and enhancing team capability.
Education
Kalinga UniversityRaipur, Chhattisgarh, India
Bachelors of Computer Applications
08-2015
Rajeshwar Union High SchoolAmravati, India
High School Diploma
02-2009
Skills
Customer service
User training
Active listening
Stakeholder communication
Service recovery
Queue management
Knowledge base management
Escalation management
Support workflow optimization
Quality assurance
Case resolution
Service level management
Root cause analysis
Certification
Certified Lean Six Sigma White Belt and Yellow Belt, 09/01/24
Interests
Passionate about electronic music production and sound design., Reading motivational and fiction literature., Playing cricket.
Timeline
SUPPORT SPECIALIST
Revolut Org
04.2026 - Current
SENIOR CUSTOMER SERVICE ASSOCIATE
EXL
09.2025 - 02.2026
CUSTOMER SUPPORT ASSOCIATE
Concentrix
05.2025 - Current
CUSTOMER SUPPORT ASSOCIATE
Tech Mahindra
03.2024 - 04.2025
CUSTOMER SERVICE ASSOCIATE
Amazon
07.2020 - 02.2024
CUSTOMER SERVICE ASSOCIATE
WNS Global Services
02.2019 - 05.2020
INFORMATION RETRIEVAL OFFICER
Justdial.com
07.2017 - 10.2018
Rajeshwar Union High School
High School Diploma
Kalinga University
Bachelors of Computer Applications