Hobbies: Gymnasium, Watching podcast
Anjali Aggarwal
Customer Service Executive
Gurgaon
Summary
Ambitious and self-motivated Customer Operations Executive with over 6 years of combined experience in customer service and shipping/logistics operations. Skilled in managing global customers (UK, Spanish, French, German, and other markets) via email and chat in blended environments, resolving escalations, and driving CSAT performance. Demonstrates strong compliance awareness, including GDPR adherence, and consistently delivers operational stability and service excellence. Proven ability to leverage interpersonal, coordination, and communication skills to enhance customer satisfaction, support organizational goals, and contribute to long-term growth while continuously learning and developing professionally.
Overview
6
6
years of professional experience
1
1
Language
Work History
Customer Service Executive
Concentrix India Pvt Ltd.
04.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Professionally handled customer interactions via Email and Live Chat in a blended support environment.
- Managed customer queries across multiple international markets including UK, Spanish, French, German, and other European regions, ensuring culturally appropriate and accurate communication.
- Resolved product- and service-related concerns efficiently while maintaining quality and SLA standards.
- Converted customer interactions into CSAT surveys, consistently driving higher survey participation and customer satisfaction scores.
- Demonstrated strong product knowledge, enabling first-contact resolution and minimizing repeat queries.
- Maintained accurate documentation and case tracking within CRM systems.
- Brought over 3 years of specialized live chat experience, handling high-volume conversations with professionalism and efficiency.
- Ensure strict adherence to GDPR guidelines and company data protection policies while handling customer information.
- Verify customer identity thoroughly before sharing any confidential or account-related details, maintaining complete compliance with organizational rules and regulations.
- Demonstrate high standards of integrity, confidentiality, and ethical conduct in all customer interactions.
- Maintain loyalty and strong commitment toward organizational goals and values.
- Consistently deliver stability, reliability, and long-term contribution across all organizations worked with.
- Ensure accurate customer verification processes to protect data security and maintain service quality standards.
Assosciate
Busybees Logistics Solution PVT LTD.
07.2022 - 03.2023
- Business to Corporate
- Key Responsibilities and accountabilities:
- - Prepare the reports of pickup and delivered shipments flash to team.
- - Lead the meetings.
- - Do audits in processing hubs.
- - Mapping
- Vehicles
- - Destination Change of Shipments
- - Co-ordinating with operation team and help for clearing pendency.
- Fulfill all the task which given by my managers.
Backend Executive
Startek BPO PVT LTD.
03.2020 - 07.2022
- Process: Punjab National Bank.
- Key Responsibilities and accountabilities:
- - I used to handle E-mails and respond to the customer on mail.
- - I use to resolve the customer query.
- - Lodge the complaint on bank CRM portal.
- - Raise the request ex- (Debit card, chequebook) etc.
- - I support to my Team Leader and maintain the team in his absenteeism.
- - My task was align customer request and requirements on mail.
Education
Bachelor of Arts - Arts Education
Sri Aurobindo College of Delhi University
Delhi 04.2001 -
12th - Arts
Government Senior Secondary School
Gurugram05-2019
Skills
I am very well versed with MS-Excel
I am detail oriented and multi-tasker
Efficient Listener
I can collaborate very well with others
Power BI (Basic Level): Basic knowledge of dashboard creation, data visualization, and report generation
MS Excel (Basic to Intermediate): Data entry, formatting, basic formulas, report preparation, and MIS reporting
CRM & Ticketing Tools
Email & Chat Support Platforms
Strong ability to collaborate effectively with colleagues and cross-functional teams to achieve common organizational goals
Maintain positive working relationships and contribute to a supportive team environment
Communicate clearly and professionally with internal team to ensure smooth coordination and issue resolution
Actively participate in team discussions, knowledge sharing, and process improvements
Accomplishments
- I was praised by my Associate Director and immediate manager for my work and excellent follow ups.
- I was rewarded as best customer care backend executive from Startek.
- I used to handle escalation and formatted reports on excel
- I ensure that whatever task has been given to me is accomplished.
Interests
Declaration
I hereby affirm that the information furnished in this resume is accurate, complete, and authentic to the best of my knowledge
Timeline
Customer Service Executive
Concentrix India Pvt Ltd.
04.2023 - Current
Assosciate
Busybees Logistics Solution PVT LTD.
07.2022 - 03.2023
Backend Executive
Startek BPO PVT LTD.
03.2020 - 07.2022
Bachelor of Arts - Arts Education
Sri Aurobindo College of Delhi University
04.2001 -
12th - Arts
Government Senior Secondary School