Headline

Customer Escalation Specialist · CRM Expert · Driving Customer Retention & Service Excellence

About

Customer Escalation Specialist with over 3 years of experience in high-volume support environments. I have a proven track record of resolving complex escalations and improving customer retention through data-driven root cause analysis and effective stakeholder management. Skilled in Kapture CRM and cross-functional collaboration, I'm committed to enhancing service delivery and driving customer success. I thrive in fast-paced environments where critical thinking, empathy, and communication converge to transform frustrated customers into loyal advocates

Location

Delhi

Work experience

Escalation Specialist at HealthKart, Jun 2025 - Present · 1 yr, Gurugram, Manage and resolve critical customer escalations with full escalation ownership, restoring satisfaction for complex technical and service issues. Improved customer retention by 15% through advanced analytical problem-solving and de-escalation techniques on high-priority cases. Collaborate cross-functionally with support, engineering, and product teams to conduct root cause analysis and expedite resolution of systemic issues. Implement corrective action plans post-escalation to enhance service delivery and reduce future complaint volume. Maintain comprehensive escalation documentation and prepare executive reports for knowledge base development and leadership insights. Mentor junior support staff on effective de-escalation strategies.

Inbound Customer Service Representative at AWP Assistance India Private Limited, Mar 2022 - May 2025 · 3 yrs 3 mos, Gurugram, Resolved over 50 customer inquiries daily using Kapture CRM, maintaining a 95% customer satisfaction rate. Managed complex service requests ensuring SLA compliance and escalating critical issues to specialized teams for timely resolution. Utilized live chat and phone systems to assist customers with product information and troubleshooting. Contributed to a 10% reduction in average handling time by optimizing problem-solving techniques and knowledge base utilization. Collaborated with cross-functional teams to improve service delivery processes and overall customer experience.