bhavik pandya
@bhavikpandya
I lead customer support operations, escalations, quality coaching, and AI self-service workflows at Poshmark.
IndiaWhat I'm looking for
At Poshmark, I've grown from Community Associate to Workflow Automation Specialist, leading customer support operations, escalations, quality, and self-service solutions.
I currently collaborate with engineering and product design to build self-service support workflows and lead phased AI platform rollouts across Decagon, Forethought, and Sierra AI. I also redesigned Salesforce Service Cloud workflows, increasing department efficiency by 10%.
As an Associate Community Manager, I coached 25+ agents through QA and 1:1 sessions, helping the team reach 88% QA. I owned complex escalations across chat, ticketing, and occasional voice calls while tracking CSAT, CES, QA, TTFR, TTR, and FCR.
I've led teams through high-growth support environments, standardized processes, trained teams on troubleshooting and product knowledge, and raised team quality from 76% to 88% in three months through structured QA, root-cause analysis, and coaching.
Experience
Work history, roles, and key accomplishments
Collaborated with engineering and product design teams to develop self-service customer support solutions and lead phased AI support platform rollouts. Revolutionized Salesforce Service Cloud workflows, driving a 10% boost in department efficiency.
Managed day-to-day operations of a customer support team, coaching 25+ agents and owning escalations for complex issues. Drove CS quality and performance management, leading root-cause analysis and corrective actions.
Directed a team of approximately 10 agents, establishing performance goals and resolving complex escalations as the Product SME. Drove process standardization and documentation to keep service repeatable and scalable.
Resolved complex customer escalations in high-pressure environments and was promoted twice within two years. Maintained a CSAT score of 82.5% consistently.
Education
Degrees, certifications, and relevant coursework
DG Vaishnav College
Bachelor of Commerce, Commerce
Pursued a Bachelor of Commerce degree with a focus on general commerce.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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