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Vaibhav Gaur

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Delhi

5+ years of work experience

iEnergizer
Dec 20257 mosPresent

Resolved high-volume telecom customer queries across voice and chat while meeting SLA and KPI targets. Diagnosed network, device, billing, and connectivity issues with high first-contact resolution. Handled escalated customer cases while maintaining 95%+ CSAT and quality compliance. Maintained accurate CRM documentation and issue tracking.
Grassroots Solutions Pvt. Ltd. – Hathway Process
Apr 20258 mosNov 2025

On-site

Delivered voice and email support to Hathway customers, resolving service-related queries with professionalism. Assisted in troubleshooting technical issues, billing concerns, and account management requests. Consistently achieved CSAT targets by ensuring prompt and empathetic responses. Supported escalated cases, ensuring smooth resolution and customer satisfaction.
Grassroots Solutions
Nov 20241 yr 1 moNov 2025

Managed high-volume customer support operations and escalation handling. Supported SLA and KPI performance through effective customer resolution. Conducted call audits and coaching sessions to improve service quality.
Convergys
Jul 20213 yrs 5 mosNov 2024

Concentrix
Jul 20213 yrs 5 mosNov 2024

Resolved 50+ customer issues daily, achieving a 98% first-call resolution rate. Streamlined documentation process, reducing repeat queries by 25%. Collaborated with product and QA teams to identify recurring issues and implement solutions. Mentored and trained 6+ new advisors, reducing onboarding time by 30%. Received Employee of the Month twice for exceptional CSAT and feedback.

Education

sikkim manipal university

Bachelor of Business Administration, Operations Management and Supervision

sikkim manipal university

amity University

Master of Business Administration, Finance and Financial Management Services

amity University

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Headline

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Location

Delhi

Work experience

Customer Support Associate at iEnergizer, Dec 2025 - Present · 7 mos, Resolved high-volume telecom customer queries across voice and chat while meeting SLA and KPI targets. Diagnosed network, device, billing, and connectivity issues with high first-contact resolution. Handled escalated customer cases while maintaining 95%+ CSAT and quality compliance. Maintained accurate CRM documentation and issue tracking.

Team Lead at Grassroots Solutions Pvt. Ltd. – Hathway Process, Apr 2025 - Nov 2025 · 8 mos, On-site, Delivered voice and email support to Hathway customers, resolving service-related queries with professionalism. Assisted in troubleshooting technical issues, billing concerns, and account management requests. Consistently achieved CSAT targets by ensuring prompt and empathetic responses. Supported escalated cases, ensuring smooth resolution and customer satisfaction.

Senior Advisor at Grassroots Solutions, Nov 2024 - Nov 2025 · 1 yr 1 mo, Managed high-volume customer support operations and escalation handling. Supported SLA and KPI performance through effective customer resolution. Conducted call audits and coaching sessions to improve service quality.

Customer Service Representative at Convergys, Jul 2021 - Nov 2024 · 3 yrs 5 mos

Senior Technical Advisor at Concentrix, Jul 2021 - Nov 2024 · 3 yrs 5 mos, Resolved 50+ customer issues daily, achieving a 98% first-call resolution rate. Streamlined documentation process, reducing repeat queries by 25%. Collaborated with product and QA teams to identify recurring issues and implement solutions. Mentored and trained 6+ new advisors, reducing onboarding time by 30%. Received Employee of the Month twice for exceptional CSAT and feedback.

Education

Bachelor of Business Administration, Operations Management and Supervision, sikkim manipal university

Master of Business Administration, Finance and Financial Management Services, amity University

Vaibhav Gaur - Customer Support Associate in Delhi | Tal