Shreyash Tanawade

Experienced Escalations Specialist with a demonstrated history of working in the farming industry for approx 3
years and DCO in HDFC for 6 months. Skilled in Process Excellence, Email Management, Business Process.
Outsourcing (BPO), Outsourcing, and Knowledge Process Outsourcing (KPO). Strong support professional with
Advance Diploma focused on Computing Languages like C, SQL, etc.

Technical service specialist- Complaints & Escalations
January 2020 - October 2022
UPL & Nurture.farm (UPL subsidiary)
UPL (January 2020 - July 2020)
Location- Mumbai
Role- Customer Support Executive
• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
Resolving customer complaints brought to your attention.
• Creating policies and procedures.
• Planning the training and standardization of service delivery.
Language/ Platform Used: SQL, AWS
Nurture.farm (August 2020 - October 2022)
Location- Bangalore
Role- Technical service specialist- Complaints & Escalations
• Understanding and working knowledge of Customer Relationship Management software such as Salesforce,
Engagely, Gupshup, etc.
• Worked on API's known as MDM (Master Data Management) for data pulling via AWS (S3- Cloud Object
Storage), Handled android applications for data store and update ( SQL CRUD operations) and working
knowledge of Android Studio.
• Attended field training sessions with company's clients and understanding and working knowledge about the
hardware and software architecture of controller device. (HMI & NON- HMI PLC's).
• Conducted number of training sessions with PAN India field team regarding controller and application
support.
• Understanding the products and services provided by the company, Preparing company policies and
procedures, Developing training lessons with service delivery systems.
• Managing a team of Customer Support Representatives, Supporting the customer through an email ticketing
system and phone calls.
• Resolving customer complaints and queries, Providing detailed information to customers.
•Monitoring the performance of individual representatives, Maintaining records of each phone call for future
reference.
• Train the junior staff on improving customer satisfaction, Listen to customer complaints and provide
adequate solutions for their problem via phone or email.
Propose potential products or services to top management to gather customer information and analyze
customer needs and achieve sales targets productively.
• Handle and manage surveys in regard to resolving customer service problems. Keep the record of customers
and follow-up with them on a timely basis for better customer 
experience.
• Conducting customer satisfaction surveys to understand what areas of the company's services
need improvements, catering to customer phone calls and diverting the call to the relevant department for a
more advanced form of query resolution curating streamlined email and social media communication
mediums for offers, updates and much more.
• Dealing with customer issues and churning out an easy-to-follow solution, managing payment and delivery of
customer orders, helping customers choose the right product for their requirements and budget, handling
customer concerns and complaints in a timely manner

informing customers of upcoming promotions or deals, establishing a positive rapport with all clients and
customers in person or via phone
forming reports based on customer satisfaction statistics and helping their team to develop new 
skills.
• Fixing appointments based on the availability of customers and clients, interacting with customers to ensure
they have a desirable and shareable experience.
• Modelling service behaviours, Conducting employee training, Designing customer service protocols, Offering
oversight to show how a recent upgrade in customer service protocols has impacted sales in a positive way.
DCO(Data Center Operator)/ Support Executive (Oracle)
June 2019 - December 2019
HDFC
• Perform the deployments in UAT environment. Create and execute sql queries as per user requirements.
• Resolve issue come after deployment due to invalid objects, Windows server(branch server).
• Handover system for functional testing. System integration Testing. Application
server(solaris),Database(Oracle RAC).
• Performing Batch runs(EOD, BOD) & Providing MIS and ad-hoc reports to the end users. Oracle databse
monitoring and maintaining, Extensively performing manual testing,functional testing, user acceptance
testing(UAT) with Daily operational support.

Course / Degree School / University Grade /
Score
Year
PG-DAC CDAC 58.70% 2019
Bachelor Of Engineering in Electronics &
Telecommunication
Mumbai University 60% 2017
12th Grade/ H.S.C. State Board of
Maharashtra
53% 2013