Nupur Pawar
@nupurpawar
Escalations Executive at Reliance Jio resolving National Consumer Helpline recharge cases and improving case resolution.
IndiaWhat I'm looking for
At Reliance Jio Infocomm Ltd., I handle and resolve National Consumer Helpline wrong recharge cases and review Department of Telecommunications complaints. I investigate grievances, coordinate with internal teams, and track cases against service timelines and quality standards.
In my current Escalations Executive role, I also prepare escalation reports and analyze recurring issues to support process improvements. Previously, as a Workforce Management Executive at Reliance Jio Infocomm Ltd., I supported planning, scheduling, and resource allocation while monitoring workforce performance.
At Amazon Development Centre, I provided email and chat support to sellers across EU, UK, and US marketplaces, investigating account, listing, and operational issues. I worked toward quality, productivity, seller satisfaction, and first-contact resolution targets.
Experience
Work history, roles, and key accomplishments
Handle and resolve NCH wrong recharge cases, ensuring timely and accurate case closure. Investigate customer grievances, coordinate with internal teams, and ensure compliance with SLA timelines and quality standards.
Monitored workforce performance and staffing requirements to achieve service level objectives. Coordinated with cross-functional stakeholders and supported workforce planning, scheduling, and resource allocation.
Provided email and chat support to Amazon Sellers across EU, UK, and US marketplaces. Achieved performance metrics including quality, productivity, seller satisfaction, and attendance while resolving seller account and listing issues.
Education
Degrees, certifications, and relevant coursework
L.N. Welingkar Institute of Management Development & Research
Master of Business Administration, Operations Management
Completed an MBA in Operations Management in 2024.
Pillai College of Arts, Commerce & Science
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce in 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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