PRATIK GAIKWAD

I’ve worked across diverse industries with a consistent focus on client handling and query resolution, building deep experience in customer-facing issue management. I’m especially strong in client management, escalation handling, and team supervision—keeping service outcomes aligned with standards and SLAs.

As an L3 Supervisor at Teleperformance India Pvt Ltd for Airbnb, I supervised a team of customer support agents handling guest and host queries via chat, email, and phone. I resolved complex issues related to bookings, cancellations, refunds, and policy compliance, while coordinating with internal teams including Trust & Safety, Payments, and Technical Support to close critical cases quickly.

I monitored team performance through audits and coaching to improve KPIs like CSAT, AHT, and FCR. I also prepared daily and weekly performance reports for management and handled escalations with timely resolutions to maintain high customer satisfaction.

Earlier, as a Sr. Resolution Specialist at Amazon Development Centre Pvt. Ltd., I handled customer resolution work using software tools such as Microsoft Excel, PowerPoint, and Outlook. Before that, I supported customers through roles at Concentrix India Pvt. Ltd. and Airtel Pvt. Ltd., strengthening my communication skills, active listening, conflict resolution, and problem-solving approach.