Gaurav Uttamchandani
Customer Service Manager
Highly experienced and results-driven Customer Service Manager with seven years of proven
success in leading and managing teams within the Amazon Development Centre. Demonstrated
expertise in providing exceptional customer service and maintaining customer satisfaction. Skilled
in overseeing daily operations, implementing process improvements, and optimizing team
performance. Committed to delivering outstanding results in a fast-paced and dynamic
environment.
Contact
Phone
Experience
-
Community Shopping Manager
Email
Amazon Development Center | Pune
Dec 2020 - Jun 2023
-
Address
401, Saikrupa Apartment,
Adarsh Colony, Akola,
Maharashtra - 444001
Education
Bachelor of Engineering in
Electrical (Electronics and
Power-
Amravati University
SGPA: 7.83
Skills
MS Office
Customer service and support
Team leadership and
development
Performance management
Data analysis and metrics
tracking
Training and onboarding
Communication and
interpersonal skills
Workflow analysis and
optimization
Managed and led a team of 25 community shopping moderators, providing guidance and
support, assisting the team in handling critical customer reviews, and ensuring timely and
satisfactory resolutions.
Analyzing data to identify areas of improvement and implementing strategies for increased
efficiency and quality.
Created and presented weekly performance reports to senior management, highlighting key
achievements, challenges, and recommendations for process enhancement.
Monitored service level agreements (SLAs) to ensure content is updated on site in a timely
manner.
Implemented training programs to enhance the skills and knowledge of moderators,
ensuring they stayed updated on policies and guidelines.
Customer Service Manager
Amazon Development Center | Pune
Jun 2018 - Dec 2020
Led a team of 40 customer service representatives, overseeing their daily activities, setting
performance goals, and providing coaching and mentoring to ensure optimal performance.
Implemented and monitored customer service metrics, including response time, first-call
resolution, team quality and productivity, maintaining service levels while consistently
achieving or exceeding targets.
Conducted regular performance evaluations, provided constructive feedback, and
recognized outstanding performance, fostering a positive and high-performing team culture.
Resolution Specialist
Amazon Development Center | Pune
Apr 2017 - Jun 2018
Assisting customer service associates over chat and call, handling 20-30 customer
escalations, providing feedback to associates.
Monitored and maintained personal quality and productivity metrics, setting a high standard
for performance and leading by example.
Customer Service Associate
Language
English
Hindi
Marathi
Amazon Development Center | Pune
Mar 2016 - Apr 2017
Assisted customers with product questions and inquiries in a timely and professional
manner.
Consistently overachieved quality and productivity targets and delivering exceptional
customer service experiences.
Collaborated with other departments to ensure customer satisfaction.
Links
Linkedin:
Gaurav Uttamchandani
Project
Review Labelling
Amazon Development Center | Pune
Effectively led a team of 40 moderators in the moderation of approximately 500,000 reviews,
which served as crucial data for training artificial intelligence.
SIC Modification
Amazon Development Center | Pune
Successfully completed a project focused on modifying service issue codes used by customer
service associates at the end of each call to accurately select the appropriate customer issue
