MEHUL WADHWA
Dubai,UAE
Summary
Case Manager with 10 years of extensive experience in Client Relations Management, Technical Support and Customer Service. Proven expertise in providing exceptional support and building strong client relationships. A dedicated Spanish Language Expert adept at delivering technical assistance and resolving complex issues to ensure customer satisfaction. Skilled in managing cases from inception to resolution with a focus on enhancing service delivery and operational efficiency. Possesses a solid track record of meeting and exceeding performance metrics in diverse and fast-paced environments.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work history
Network Engineer
Expereo ME FZ LLC
Dubai, UAE
08.2019 - 06.2025
- Proficient in managing critical tickets, escalations, recurring problems, and conflict situations related to global internet access.
- Expedite resolution for network service requests and incidents, meticulously maintaining a comprehensive log of all requests while tracking and monitoring user satisfaction. Proactively identify root causes for continuous improvement.
- Ensures timely imparting of status information to users, meticulously documenting resolution statuses in Salesforce for transparency and accountability.
- Provides dedicated Spanish language support to engineers and senior engineers, facilitating effective communication and problem-solving.
- Expertly escalates unresolved cases, ensuring diligent follow-up with both external suppliers and internal teams to achieve swift resolutions.
- Conducts remote troubleshooting using advanced diagnostic techniques to resolve network issues efficiently.
- Acts as a liaison between customers and suppliers, employing targeted questioning techniques to identify and address the root causes of networking issues effectively.
- Tailor solutions specific to client needs, resulting in improved customer satisfaction rates.
Subject Matter Expert (SME) and Language Analyst
Accenture
Delhi NCR
04.2018 - 08.2019
- Participated in an extensive training program held in Mexico, enhancing skills in accounts payable processes and vendor management.
- Played a pivotal role as the primary contact for managing Accounts Payable (AP) requests from Spanish and English vendors, serving as the first point of escalation for vendor inquiries.
- Meticulously reviewed and processed invoices, ensuring accuracy and compliance with payment protocols before releasing them for payment.
- Held accountable for promptly resolving all vendor queries and requests via email and ticketing systems, consistently meeting or exceeding agreed Service Level Agreements (SLAs).
- Verified and validated crucial invoice details to prevent discrepancies, contributing to streamlined financial operations.
- Proactively maintained a detailed log of exceptional cases, fostering ongoing business process optimization efforts.
- Actively participated in weekly audits to ensure strict adherence to invoice handling guidelines and regulatory requirements.
- Received comprehensive training from clients and native Spanish speakers on complete accounts payable processes, subsequently leading knowledge transfer sessions for the internal team to enhance operational efficiency and proficiency.
Sr. Lead Advisor
Concentrix IBM Daksh Private Ltd.
Delhi NCR, India
07.2016 - 03.2018
- Acted as the key liaison for sellers on Amazon Spain, providing dedicated support to manage product ratings and feedback effectively in Spanish.
- Advised sellers on best practices and strategies to optimize product listings, enhance visibility, and maintain top ratings on Amazon Spain.
- Implemented proactive measures to preemptively address potential issues and ensure consistent seller performance metrics.
- Resolved seller inquiries and concerns promptly, demonstrating a commitment to supplier satisfaction and retention.
Customer Service Executive
I-Energizer
Delhi NCR
06.2015 - 06.2016
- Acted as the key liaison for sellers on Amazon Spain, providing dedicated support to manage product ratings and feedback effectively in Spanish.
- Advised sellers on best practices and strategies to optimize product listings, enhance visibility, and maintain top ratings on Amazon Spain.
- Implemented proactive measures to preemptively address potential issues and ensure consistent seller performance metrics.
- Resolved seller inquiries and concerns promptly, demonstrating a commitment to supplier satisfaction and retention.
- Leveraged expertise in Spanish language to serve as the primary point of contact for Spanish-speaking customers of Credit One Bank (US).
- Provided exceptional customer service by assisting users with resolving inquiries and issues related to their credit cards.
- Took ownership of the entire process from initial customer contact through to resolution of credit card queries, ensuring timely and effective solutions.
Education
MBA - Operations Management
Amity University
01.2016 - 01.2018
Bachelor of Commerce -
Delhi University
05.2012 - 05.2014
Advance Diploma - Spanish : Language - B2
Jamia Millia Islamia
05.2013 - 05.2014
B1 Certification - Spanish Language
Instituto Cervantes Embassy of Spain
02.2015 - 06.2015
High School - Math's, English, Economics, Accounts, and Business Studies
LPS
DelhiSkills
- Troubleshooting network problems
- Client Relationship Management
- Technical Support
- Documentation
- Customer communication
- Written and oral communication
- Network support
- Spanish Language Expert
Languages
English
Fluent
Spanish
Fluent
Hindi
Native
Portuguese
Beginner
Affiliations
- Swimming
- Music
Timeline
Network Engineer
Expereo ME FZ LLC
08.2019 - 06.2025
Subject Matter Expert (SME) and Language Analyst
Accenture
04.2018 - 08.2019
Sr. Lead Advisor
Concentrix IBM Daksh Private Ltd.
07.2016 - 03.2018
MBA - Operations Management
Amity University
01.2016 - 01.2018
Customer Service Executive
I-Energizer
06.2015 - 06.2016
B1 Certification - Spanish Language
Instituto Cervantes Embassy of Spain
02.2015 - 06.2015
Advance Diploma - Spanish : Language - B2
Jamia Millia Islamia
05.2013 - 05.2014
Bachelor of Commerce -
Delhi University
05.2012 - 05.2014
High School - Math's, English, Economics, Accounts, and Business Studies
LPS
Similar Profiles
JACKSON JOYJACKSON JOY
Assistant Manager - Projects at Acino Pharmaceuticals FZ LLC (erstwhile Pharmax Pharmaceuticals FZ LLC)Assistant Manager - Projects at Acino Pharmaceuticals FZ LLC (erstwhile Pharmax Pharmaceuticals FZ LLC)
ZAIN UL AREFEENZAIN UL AREFEEN
Sales & Marketing Manager at VITKOVICE FZ LLCVITKOVICE FZ LLC (CYLINDERS HOLDING a.s. / Vitkovice Cylinders a.s.)Sales & Marketing Manager at VITKOVICE FZ LLCVITKOVICE FZ LLC (CYLINDERS HOLDING a.s. / Vitkovice Cylinders a.s.)
ATHIRA V MATHIRA V M
Senior Accountant at MOBITRANS FZ LLCSenior Accountant at MOBITRANS FZ LLC
Anagh GopalakrishnanAnagh Gopalakrishnan
HR Specialist/ PRO at PURE FOOD PROCESSING INDUSTRIES LLCHR Specialist/ PRO at PURE FOOD PROCESSING INDUSTRIES LLC
Krishanthus ManoharanKrishanthus Manoharan
Restaurant supervisor at Four Seasons HotelRestaurant supervisor at Four Seasons Hotel