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Smit Gedam
Looking for a jobOperations Associate / SME
Customer Service & Process Specialist at Tech Mahindra, resolving Rogers billing and account cases while improving process accuracy.
IndiaOperations Associate / SME at Tech Mahindra
About
At Tech Mahindra, I handled end-to-end Rogers customer cases involving billing, plan changes, device purchases and returns, and fraud-related account issues. I also supported peers with complex cases as a subject matter expert.
I supported Etraveli customer operations at WNS Global Services, processing flight changes, cancellations, seat selection, and baggage upgrades across multiple sales platforms. I worked with internal teams to resolve escalations and itinerary issues while maintaining accurate customer data.
At Concentrix Corporation, I provided Amazon customer support for returns, replacements, order tracking, and product assistance. Across these roles, I’ve worked with CRM tools and MS Office, and contributed to process improvements by identifying recurring issues and recommending refinements.
Experience
Operations Associate / SME
Owned end-to-end case resolution for billing, plan changes, device purchases/returns, and fraud-related issues. Developed as a systems expert and SME, supporting peers and collaborating cross-functionally to manage escalations and ensure data accuracy.
CRMCase ManagementEscalation ManagementData AccuracyProcess AdherenceCross Functional CollaborationMicrosoft Office
Operations Associate
Supported multi-channel customer operations for flight rebooking, cancellations, seat selection, and baggage upgrades across multiple sales platforms. Ensured accurate data configuration and system updates while adhering to policies and SLAs.
CRMMultichannel SupportCase Resolution
Education
Bhonsala Military School
Higher Secondary Certificate completed in 2018 with 70.92% marks.
Higher Secondary Certificate completed in 2018 with 70.92% marks.
Sri Guru Harkishan Public School
Secondary School Certificate completed in 2016 with 8.0 CGPA.
Secondary School Certificate completed in 2016 with 8.0 CGPA.
Saraswati Mahavidyalaya
Bachelor of Science degree with 70% marks.