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Smit Gedam

@smitgedam

Customer Service & Process Specialist at Tech Mahindra, resolving Rogers billing and account cases while improving process accuracy.

India

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What I'm looking for

I’m seeking to support business process improvement and day-to-day sales and accounts operations at BP's Customers & Products Business & Technology Centre in Pune.

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

Work history, roles, and key accomplishments

Operations Associate / SME

Tech Mahindra

Jun 2025 - Aug 2026 (1 year 2 months)

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.

CRM Case Management Escalation Management Data Accuracy Process Adherence Cross Functional Collaboration Microsoft Office

Operations Associate

WNS Global Services

Feb 2024 - Jun 2025 (1 year 4 months)

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.

CRM Multichannel Support Case Resolution Data Configuration SLA Adherence Cross Functional Collaboration Microsoft Office

Customer Service Representative

Concentrix Corporation

Aug 2023 - Jan 2024 (5 months)

Delivered frontline customer service for product returns, replacements, order tracking, and product assistance in a high-volume environment. Utilized CRM tools to document interactions and resolve queries while maintaining data integrity.

CRM Customer Service Problem Solving Data Integrity Process Compliance Microsoft Office