Pooja Kadam profile photo 1 on Tal

Pooja Kadam

Senior Executive @ Vodafone | MBA in Digital Marketing

Pune District

3+ years of work experience

VOIS
Mar 20242 yrs 5 mosPresent

Pune District, Maharashtra, India

Delivered real-time assistance via live chat, handling high volumes of customer inquiries with professionalism and efficiency. Managed end-to-end mobile number porting (MNP) processes, ensuring timely and accurate backend handling of port-in and port-out requests. Identified and corrected porting discrepancies, reducing delays and improving turnaround time (TAT). Skilled on backend work, Porting support work and Customer sales in chat process. Skilled in Card refund process, account handling and processing refund. Skilled on Fraudulent backend cases, working on Gmail, Chrome, Docs, Sheets, etc. Skilled on Tool like Dynatrace, MNP , Avaya, Genysis, etc.
Tech Mahindra
May 20238 mosDec 2023

On-site

Advanced Troubleshooting: Delivered Tier 1/Tier 2 technical support via live chat, proficiently diagnosing and resolving complex hardware, software, and connectivity issues for diverse client technologies. • Dual Concurrency Management: Successfully managed a high-demand workload with dual chat concurrency, consistently maintaining speed and quality while addressing simultaneous customer issues. • Technical Tools Proficiency: Utilized technical tools (e.g., Dynatrace, internal ticketing/CRM systems) for real-time monitoring, error logging, and root cause analysis to expedite issue resolution. • System Configuration & Resolution: Guided customers through step-by-step procedures for setting configuration, software installation, and system fixes, ensuring successful online issue resolution. • Performance Excellence: Consistently achieved high marks in First Contact Resolution (FCR) and Customer Satisfaction (CSAT), significantly contributing to the team's overall productivity and service quality. • Mentorship: Trained and mentored new team members on complex troubleshooting protocols and chat etiquette, which improved team adherence to Average Handling Time (AHT) targets.
IGT Solutions
Oct 20228 mosMay 2023

Viman nagar,Pune

Booking Management & Resolution: Managed real-time customer bookings, specializing in the upgrade and modification of complex travel itineraries within the Cleartrip platform. • Technical Query Handling: Served as the primary point of contact for customer queries, proficiently troubleshooting and resolving system errors related to flight changes, cancellations, and booking status. • Customer Journey Management: Ensured a seamless customer experience by proactively identifying potential issues in the booking pipeline and taking immediate corrective action to prevent service disruption. • Process Efficiency: Adhered strictly to Service Level Agreements (SLAs), delivering accurate solutions quickly while maintaining high standards of data integrity and professionalism. • Quality & Compliance: Maintained high Quality Assurance (QA) scores by ensuring all booking modifications and customer interactions were handled according to client (Cleartrip) policies and regulatory standards.

Education

amity University

Master of Business Administration - MBA, Digital Marketing

amity University

20242 yrs2026
MES Garware College of Commerce (Autonomous)

Bachelor of Arts - BA, Journalism and Mass communication

MES Garware College of Commerce (Autonomous)

Join Pooja and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Pooja Kadam on Tal

Headline

Senior Executive @ Vodafone | MBA in Digital Marketing

About

Motivated Digital Marketing Professional skilled in SEO, social media marketing, content creation, and analytics with a proven ability to boost brand visibility and drive engagement. I bring a strong foundation in high-volume operations, real-time customer support, and backend efficiency from my experience at Vodafone and Tech Mahindra. Eager to contribute my creativity and analytical problem-solving skills to deliver measurable outcomes in digital marketing and support business growth.

Location

Pune District

Work experience

Senior Executive at VOIS, Mar 2024 - Present · 2 yrs 5 mos, Pune District, Maharashtra, India, Delivered real-time assistance via live chat, handling high volumes of customer inquiries with professionalism and efficiency. Managed end-to-end mobile number porting (MNP) processes, ensuring timely and accurate backend handling of port-in and port-out requests. Identified and corrected porting discrepancies, reducing delays and improving turnaround time (TAT). Skilled on backend work, Porting support work and Customer sales in chat process. Skilled in Card refund process, account handling and processing refund. Skilled on Fraudulent backend cases, working on Gmail, Chrome, Docs, Sheets, etc. Skilled on Tool like Dynatrace, MNP , Avaya, Genysis, etc.

Senior Executive at Tech Mahindra, May 2023 - Dec 2023 · 8 mos, On-site, Advanced Troubleshooting: Delivered Tier 1/Tier 2 technical support via live chat, proficiently diagnosing and resolving complex hardware, software, and connectivity issues for diverse client technologies. • Dual Concurrency Management: Successfully managed a high-demand workload with dual chat concurrency, consistently maintaining speed and quality while addressing simultaneous customer issues. • Technical Tools Proficiency: Utilized technical tools (e.g., Dynatrace, internal ticketing/CRM systems) for real-time monitoring, error logging, and root cause analysis to expedite issue resolution. • System Configuration & Resolution: Guided customers through step-by-step procedures for setting configuration, software installation, and system fixes, ensuring successful online issue resolution. • Performance Excellence: Consistently achieved high marks in First Contact Resolution (FCR) and Customer Satisfaction (CSAT), significantly contributing to the team's overall productivity and service quality. • Mentorship: Trained and mentored new team members on complex troubleshooting protocols and chat etiquette, which improved team adherence to Average Handling Time (AHT) targets.

Customer Support Executive at IGT Solutions, Oct 2022 - May 2023 · 8 mos, Viman nagar,Pune, Booking Management & Resolution: Managed real-time customer bookings, specializing in the upgrade and modification of complex travel itineraries within the Cleartrip platform. • Technical Query Handling: Served as the primary point of contact for customer queries, proficiently troubleshooting and resolving system errors related to flight changes, cancellations, and booking status. • Customer Journey Management: Ensured a seamless customer experience by proactively identifying potential issues in the booking pipeline and taking immediate corrective action to prevent service disruption. • Process Efficiency: Adhered strictly to Service Level Agreements (SLAs), delivering accurate solutions quickly while maintaining high standards of data integrity and professionalism. • Quality & Compliance: Maintained high Quality Assurance (QA) scores by ensuring all booking modifications and customer interactions were handled according to client (Cleartrip) policies and regulatory standards.

Education

Master of Business Administration - MBA, Digital Marketing, amity University

Bachelor of Arts - BA, Journalism and Mass communication, MES Garware College of Commerce (Autonomous)