---
title: "Gaurav Khanduri - Senior Customer Service Associate in New Delhi | Tal"
description: "Meet Gaurav Khanduri, Customer Experience + Operations Specialist | 3 Years 11 months Experience | Handling 80–100+ Daily Interactions | Airline & E-commerce | Customer Experience & Escalation Management based in New Delhi."
image: "https://tal.club/meet/gaurav-khanduri/share-image"
---

# Gaurav Khanduri on Tal

## 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 \(CBSE\)

[View the original profile](https://tal.club/meet/gaurav-khanduri)

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