Gourav Garhawal
Operations Associate
Pune
Summary
Detail-oriented Customer Service and Operations Support Professional with 2+ years of experience in customer interaction, issue resolution, and backend operations across international processes. Adept at managing service requests, analyzing data for process improvement, and ensuring accuracy and compliance in every transaction. Strong communicator with a focus on maintaining operational excellence and delivering superior customer experience. Currently seeking to contribute to an Operations team role.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Senior Associate – Xfinity (International Chat)
Deliverhealth Solutions India
08.2022 - 09.2024
- Facilitated effective international chat communications, enhancing customer engagement and satisfaction through tailored solutions and support.
- Collaborated with cross-functional teams to streamline product knowledge dissemination, improving response times and customer service quality.
- Mentored new sales associates, fostering a collaborative learning environment that increased team performance and efficiency.
- Analyzed customer inquiries and feedback to identify trends, driving process improvements that enhanced service delivery and operational effectiveness.
- Developed comprehensive knowledge of Xfinity products and services, enabling accurate recommendations and driving upsell opportunities in customer interactions.
- Implemented best practices for chat engagement, resulting in improved customer retention rates and increased brand loyalty among clients.
- Managed complex customer issues with a focus on resolution, contributing to a reduction in escalations and enhanced overall service quality.
Customer Service Executive
Altruist Technologies
06.2021 - 12.2021
- Resolved customer issues efficiently by leveraging product knowledge and CRM tools, enhancing overall user satisfaction.
- Managed customer inquiries through various communication channels, ensuring timely responses and maintaining high service standards.
- Documented and tracked service interactions in the CRM system, ensuring accurate records and streamlined follow-up processes.
- Participated in team meetings to discuss service trends and share insights, contributing to strategic improvements in customer service operations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
Education
Bachelor of Commerce (B.Com) - Commerce
Mahatma Gandhi Chitrakoot Gramodaya Vishwavidyalaya
Satna, India 04.2001 -
Higher Secondary School - Mathematics
Govt. S.P.M H. S. School
Hoshangabad, India 04.2001 -
Skills
- Customer Relationship Management (CRM)
- Data Analysis & Reporting (MS Excel, MS Word)
- Chat & Email Support (International Processes)
- Conflict Resolution & Escalation Handling
- Recovery & Collections Process
- Process Improvement & Team Collaboration
- Microsoft Office Suite (Excel, PowerPoint, Outlook)
- Insurance Domain Awareness
- Cross-functional collaboration
Declaration
I vouch the authenticity of the above-mentioned information. Given an opportunity, I promise to put my sincere efforts to rise up to the expectations and become an asset for the esteemed organization.
Timeline
Senior Associate – Xfinity (International Chat)
Deliverhealth Solutions India
08.2022 - 09.2024
Customer Service Executive
Altruist Technologies
06.2021 - 12.2021
Bachelor of Commerce (B.Com) - Commerce
Mahatma Gandhi Chitrakoot Gramodaya Vishwavidyalaya
04.2001 -
Higher Secondary School - Mathematics
Govt. S.P.M H. S. School
04.2001 -