Headline

SME & Forward Escalation Lead | 5+ Yrs in Customer Service & E-Commerce Operations | Team Leadership | CSAT | Zendesk

About

Customer Experience & Escalation Lead with 5+ years of experience in Customer Service and E-commerce Operations. Currently working as an SME & Forward Escalation Lead, handling complex customer escalations, supporting team performance, and ensuring timely resolutions to improve CSAT and overall customer experience. Experienced in team and agency management, escalation handling, agent support, training, reporting, root cause analysis, and process improvement. Skilled in resolving high-priority cases involving delivery delays, missing shipments, POD disputes, product quality concerns, cancellations, and other post-purchase issues while coordinating with logistics, warehouse, and internal teams. Proficient in Zendesk, Freshworks, Gorgias, Shopify, Uniware, RMS, ClickPost, Meta, EcoReturns, LimeChat, and MS Office. Strong knowledge of customer retention, order management, stakeholder coordination, chat & email support, and e-commerce operations. Currently exploring opportunities in Customer Experience, Customer Support Leadership, Escalation Management, and E-commerce Operations, where I can contribute my experience in improving team performance, operational efficiency, and customer satisfaction. Core Skills: Customer Experience • Team Leadership • Escalation Management • E-commerce Operations • Customer Service • CSAT • Agency Management • Team Training • Process Improvement • Root Cause Analysis • Stakeholder Management • Order Management • Logistics Support • CRM Tools

Location

Bengaluru

AI stack

claude code

gemini

meta

metaai

openai

ChatGPT

Work experience

SME & Forward Escalation Lead at SNITCH, Dec 2023 - Present · 3 yrs, Bengaluru, Karnataka, India, SME & Forward Escalation Lead responsible for managing high-priority customer escalations and supporting customer service operations. Handle agency operations and support a team of approximately 45 agents, including performance monitoring, reporting, issue resolution and process guidance. Manage escalations involving delivery delays, missing shipments, POD disputes, cancellations and product quality concerns while coordinating with logistics, warehouse and internal stakeholders. Focused on improving CSAT, resolution quality, team performance and overall customer experience.

Client relationship officer at Daniel Wellington, Oct 2020 - Nov 2023 · 3 yrs 2 mos, Bengaluru, Karnataka, India, Handling customer inquiries and resolving their issues through both phone calls and online communication channels such as live chats and emails.

Customer Service Representative at Teleperformance, Dec 2018 - Feb 2020 · 1 yr 3 mos, Bengaluru, Karnataka, India, Responding to customer calls and resolving their queries. Troubleshooting problems over the phone. Logging complaints based on customer issues. Meeting daily targets and maintaining 100% quality in the service. Assisting team members as needed while staying focused on my own tasks. Verifying customer documents and updating them. Creating tickets for client issues and resolving them via email.

Education

Bachelor of Business Administration, Marketing, Hasanath co-ed clg