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Manoj Pandit

@manojpandit

Customer support and CRM administrator at We Source Business Solution, automating Gorgias and Shopify support workflows and maintaining 90%+ CSAT.

India

Message

At We Source Business Solution Pvt. Ltd., I administer the Gorgias AI helpdesk integrated with Shopify for TireStreets and other tire brands. I configured automated rules, macros, intent-detection flows, and auto-responders for common order and shipping questions.

I support customers across email, chat, and phone, maintaining CSAT above 90%. I also manage B2B order fulfillment through Odoo ERP, including freight bookings, delivery execution, and post-delivery claims.

At The Décor Kart, I headed customer care for a Shopify e-commerce business as daily sales grew from ₹50K to ₹5–7 Lakhs. I refined return processes and proactive tracking updates, reducing the return rate by 42%.

Earlier, at IBM Daksh / Concentrix, I supported Amazon, Audible, Kindle, United Airlines, and Sprint customers across voice, chat, and email, including Tier-2 escalations. I also partnered with QA on ticket audits and coached new team members.

Experience

Work history, roles, and key accomplishments

Current

Associate – Customer Support & Account Management

Current

We Source Business Solution Pvt. Ltd.

Nov 2021 - Present (4 years 10 months)

Administered and optimized the Gorgias AI helpdesk system integrated with Shopify to automate routine e-commerce queries, reducing first response time and ticket resolution costs. Managed end-to-end B2B order fulfillment cycles for European and global tire accounts using Odoo ERP.

Gorgias Shopify Odoo ERP AI Automation Customer Support B2B Account Management Order Fulfilment Freight Bookings Inventory Reconciliation CSAT Optimization

Customer Care Head

The Décor Kart

Dec 2017 - Nov 2021 (3 years 11 months)

Headed multi-channel customer operations for a rapidly growing Shopify e-commerce brand, scaling daily sales volume from ₹50K to ₹5–7 Lakhs over four years. Reduced overall customer return rate by 42% (from 12% to 7%) by refining return policies and deploying proactive post-purchase tracking updates.

Shopify E Commerce Operations Customer Experience Returns Management Logistics Coordination Team Leadership Review Management Process Improvement

Senior CRM Practitioner

IBM Daksh / Concentrix

Jul 2010 - Dec 2017 (7 years 5 months)

Delivered end-to-end customer service via voice, chat, and email channels for tier-1 global accounts, resolving complex Tier-2 escalations. Managed specialized airline loyalty portfolios and provided technical support for telecom and digital media accounts.