Arun Kumar
Gurgaon
Summary
Customer Support and E-commerce Operations professional with over two years of experience providing chat and email support in the auto parts domain. Skilled in handling high volumes of customer interactions (80–90 chats and 20–30 tickets daily), ensuring accurate order processing, and maintaining top-level service metrics. Achieved a 4.5/5 customer satisfaction (CSAT) score and 94% SLA compliance. Proven ability to resolve escalations, manage returns and refunds, and collaborate with cross-functional teams (Operations, Catalog, and Logistics) to ensure customer success. Strong in mentoring, documentation, and process improvement to enhance operational efficiency.
Overview
3
3
years of professional experience
Work History
Senior Customer Support Associate
Parts Avatar
Gurugram
03.2025 - Current
- Manage 80–90 daily chats and 20–30 tickets related to order tracking, delivery issues, auto parts compatibility, returns, and refunds.
- Achieved 94% SLA compliance, and maintained a 4.5/5 average CSAT score.
- Mentored five new associates to improve productivity and response accuracy.
- Created process documentation and SOPs that reduced repeat customer queries by 15%.
- Partnered with the catalog, logistics, and operations teams to ensure correct order dispatch and timely resolutions.
Customer Support Associate
Parts Avatar
Gurugram
02.2023 - 03.2025
- Delivered efficient chat and email support for automotive parts customers.
- Verified orders, processed returns/refunds, and resolved customer complaints with empathy and accuracy.
- Coordinated with the operations team to track delayed deliveries and resolve escalations promptly.
- Maintained ticket logs in Freshdesk, and ensured all updates were documented per policy.
- Contributed to the knowledge base and internal documentation to improve support accuracy.
Education
Bachelor of Science - Physics, Chemistry And Mathematics (B.Sc. PCM)
Raja Mahendra Pratap Singh University
Aligarh01-2024
Skills
- Customer service and query resolution
- Order management and fulfillment
- Escalation handling and SLA compliance (94%)
- Process improvement and SOP documentation
- Return, refund, and replacement management
- E-commerce operations and workflow coordination
- Chat and email support (80–90 chats, 20–30 tickets
- Team mentoring and training (five team members)
- Customer satisfaction (CSAT 45/5)
- Tools: Freshdesk, Google Sheets, MS Excel, MS Office
Accomplishments
- Awarded 'Amazing Addition 2023' and 'Ongoing Excellence 2025' by Parts Avatar for exceptional performance
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Timeline
Senior Customer Support Associate
Parts Avatar
03.2025 - Current
Customer Support Associate
Parts Avatar
02.2023 - 03.2025
Bachelor of Science - Physics, Chemistry And Mathematics (B.Sc. PCM)
Raja Mahendra Pratap Singh University
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