Headline

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Location

Gurugram

Work experience

Senior Executive at IGT Solutions, Apr 2024 - Feb 2025 · 11 mos, Gurugram, Moderated high-volume user-generated content (posts, reviews, comments) for a global airline client, ensuring strict adherence to brand and community guidelines. Evaluated and actioned policy-violating content through structured workflows, including review, verification, escalation, and resolution. Delivered customer support via email and live chat, resolving travel-related queries, booking issues, and service disruptions efficiently. Processed compensation claims and service recovery requests within defined SLAs while maintaining high accuracy and compliance. Consistently exceeded KPIs including First Response Time (FRT), Resolution Rate, and Customer Satisfaction (CSAT). Maintained detailed documentation of moderation decisions and customer interactions for audits and quality checks. Collaborated with QA and escalation teams to handle complex cases and improve first-contact resolution rates.

Telemarketing Executive at Silaris Informations Pvt Ltd, Jun 2023 - Apr 2024 · 11 mos, Gurugram, Assisted customers with insurance-related inquiries by providing clear and accurate product information. Identified customer needs and recommended suitable plans, improving conversion rates and customer satisfaction. Effectively handled objections and concerns, delivering personalized solutions to drive sales outcomes. Promoted cross-sell and upsell opportunities while maintaining strong customer relationships. Ensured professional communication standards across all interactions, contributing to team targets and retention goals. Maintained consistent performance in a target-driven environment while adhering to compliance and quality standards.

Education

Bpes, Physical Education Teaching and Coaching, DCRUST, Murthal