PAWAN
LOHIA
My Contact
Summary
Patna, INDIA 800001
Customer Success Associate with a strong background in customer service,
(-
seller onboarding, and operations management. Proven ability to boost
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customer satisfaction by 20% and achieve a 95% first-contact resolution
rate. Skilled in process improvement, SLA optimization, and cross-functional
collaboration, utilizing tools like Zoho CRM, Freshdesk, and Amazon Seller
Languages
English:
Central.
C2
Experience
Proficient
Hindi:
C2
Freelancer
Self Employed | Patna, India | Sep 2024 - Current
Proficient
Conducted data annotation and labelling tasks for AI model training,
ensuring high-quality and accurate datasets for projects on platforms like
Remotetasks.
Skills
Performed data collection and preprocessing for machine learning
Core Competencies
initiatives, leveraging tools provided by clients like Outlier.ai
Process Improvement
Collaborated on AI training projects, contributing to enhancing natural
Seller Onboarding
language processing (NLP) and computer vision models.
Data Management
Ensured adherence to project guidelines and quality standards, achieving
SLA Optimization
an average accuracy score of 96% in assigned tasks.
Cross-Functional
Gained experience in working with cutting-edge AI technologies,
Collaboration
strengthening problem-solving and analytical skills in data handling.
Compliance Management
Technical Proficiency
SaaS Tools: Zoho CRM,
Zoho Creator, Zoho desk,
Freshdesk, Slack, Google
Meet, Mcube, Interakt,
Respond.io, Amazon Seller
Central
Customer Service Executive
Athleaders Global PTE | WFH, Singapore | Sep 2023 - Sep 2024
Managed a high-volume customer service queue, handling and resolving
50+ client inquiries daily, ensuring timely responses to maintain a positive
customer experience
Spearheaded improvements in Service Level Agreements (SLA), reducing
average response time from 60 minutes to 30 minutes, significantly
enhancing customer satisfaction and operational efficiency
Google Workspace (Docs,
Collaborated with cross-functional teams to streamline customer service
Sheets, Drive)
processes, optimizing workflows and reducing bottlenecks in query
Microsoft 365 (Word, Excel,
resolution and service delivery
PowerPoint, OneDrive)
Led efforts to improve the lead payment and onboarding process, cutting
Interpersonal Skills
Communication Skills
Client Relationship
Management
Time Management
Conflict Resolution
Active Listening
Customer Service Skills
Customer Care
Problem-Solving
Complaint Handling
Upselling Strategies
Rapport Building
Personal Attributes
Attention to Detail
Adaptability
Critical Thinking
Team Collaboration
down onboarding time from 1 business day to just 4 business hours,
ensuring a seamless client experience
Seller Onboarding Associate
Amazon Development Centre | Noida, India | May 2022 - Dec 2022
Facilitated the onboarding of new selling partners to Amazon's platform,
completing their virtual video verification, and ensuring compliance with
platform policies.
Provided timely and accurate operational support to sellers via email and
phone, maintaining a consistent record of achieving service level
agreements (SLAs) for case resolution.
Developed and maintained comprehensive internal documentation,
ensuring seamless knowledge transfer and adherence to standard
operating procedures (SOPs) across the team.
Acted as a liaison between sellers and cross-functional departments
resolving complex issues with a 95% first-contact resolution rate.
Proactively monitored seller account activities post-onboarding, providing
actionable insights to help sellers optimize listings, enhance customer
satisfaction, and achieve business growth.
Consistently exceeded key performance metrics, including quality (95%)
Certifications
and productivity by implementing time-management strategies and
prioritizing workload efficiently.
Google IT Support
professional certification
NISM 5 A Certification
Operations Executive
Being Creative Advertising | Patna, India | Mar 2019 - Apr 2022
Acquired clients for marketing products through digital and offline
channels, boosting the company's client base and growth.
Education
Played a key role in client retention by engaging clients for feedback,
addressing their marketing needs, and building long-term relationships.
Magadh University
Bachelor of Science:
Physics
2019
Monitored market trends to adapt our strategies, ensuring that the
company remained competitive in a dynamic industry.
Enhanced marketing services based on client feedback to improve
satisfaction, leading to increased repeat business.
Managed monitoring and oversight of operations, ensuring all jobs were
completed on time and as planned.
