Headline

Customer Experience + Operations Specialist | 3 Years 11 months Experience | Handling 80–100+ Daily Interactions | Airline & E-commerce | Customer Experience & Escalation Management

About

Customer Support Specialist with 3 years 10 months of experience in airline and e-commerce operations, delivering high-quality service across chat, email, and voice channels. I have worked with leading organizations like Tech Mahindra (JioMart process) and IGT (Lufthansa Airlines), where I handled customer queries, complaints, and feedback with a strong focus on resolution efficiency and customer satisfaction. 🔹 Key Strengths: • Customer Issue Resolution & Complaint Handling • Chat, Email & Voice Support • CRM Tools & Ticketing Systems • Customer Experience Optimization • Back Office & Operations Support 🔹 What I Bring: • Ability to handle 70–100+ customer interactions daily while maintaining quality • Strong problem-solving skills with a focus on first-contact resolution • Experience in managing escalations and sensitive customer issues • Consistent focus on improving customer satisfaction and retention I am now looking to grow into roles where I can contribute to process improvement, team performance, and overall customer experience while continuing to build my skills in operations and technology-driven support systems.

Location

New Delhi

Work experience

Senior Customer Service Associate at Zomato, Jan 2025 - Oct 2025 · 10 mos, Gurugram, • Handled 80–100+ customer interactions daily across chat, email, and voice support for customers and restaurant partners • Took ownership of critical escalations and ensured timely resolution within SLA timelines • Maintained 90%+ customer satisfaction by delivering accurate and efficient issue resolution • Supported team operations by assisting in complex cases and coordinating with internal teams • Ensured SLA compliance while managing high-volume queries and maintaining quality standards • Collaborated with restaurant partners and delivery teams to resolve operational issues efficiently • Contributed to reducing repeat queries by improving first-contact resolution • Consistently maintained 90%+ customer satisfaction while handling high-volume queries • Recognized for efficiently resolving high-priority escalations within SLA timelines • Recognized as a top performer for maintaining high CSAT and handling critical escalations

Associate at IGT Solutions, Aug 2022 - Jul 2024 · 2 yrs, Gurugram, • Processed and analyzed customer feedback for Lufthansa Airlines services • Handled 60–80 cases daily with a focus on accuracy and turnaround time • Identified recurring issues and contributed to improving customer experience • Maintained high-quality standards while handling sensitive customer data • Supported backend operations to ensure smooth service delivery • Consistently met performance targets including SLA, quality, and resolution time • Handled complex customer cases with a focus on accuracy and customer experience

Process Associate at Tech Mahindra, Aug 2021 - Aug 2022 · 1 yr 1 mo, Noida, • Handled 80–100 customer interactions daily via chat, email, and voice support • Resolved customer queries related to orders, payments, and delivery issues • Maintained a customer satisfaction score of 90%+ through effective issue resolution • Reduced repeat queries by ensuring accurate and complete resolutions • Managed escalations and provided timely solutions to critical customer concerns • Worked with internal teams to ensure smooth order processing and issue handling

Education

Bachelor of computer application, Information Technology, Indira Gandhi National Open University

Senior Secondary, Humanities/Humanistic Studies, Central Board of Secondary Education (CBSE)