Summary
Overview
Work History
Education
Skills
Core Competencies
Timeline
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Chandan Gupta

Chandan Gupta

Operations Executive
Meerut

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.


Overview

11
11
years of professional experience
3
3
years of post-secondary education

Work History

Associate – Scheduling

Concentrix Daksh India Pvt. Ltd.
Gurgaon
03.2021 - 07.2025
  • Mentored and supported team members to maintain high standards of customer service, and SLA compliance.
  • Supervised and planned daily operations to manage workload, workforce allocation, and break schedules.
  • Handled first-level escalations and resolved process, admin, and payroll queries with or without stakeholder support.
  • Conducted process training and updates through a well-structured knowledge transfer process.
  • Created SOPs and knowledge articles, ensuring process clarity and accessibility.
  • Monitored call and task quality, providing feedback and coaching for continuous improvement.
  • Maintained adherence to drive reporting accuracy using advanced Excel functions.
  • Led shift management and workforce planning to ensure resource alignment with process needs.
  • Supported continual improvement initiatives, and contributed to governance and reporting practices.

UK/US Chat Support Executive

Amazon Development Center India Pvt. Ltd.
Noida
04.2020 - 01.2021
  • Delivered after-sales support to UK and US customers with high empathy and professionalism.
  • Resolved queries and escalations independently, maintaining high-quality standards.
  • Documented interactions and case progress accurately in CRM systems.
  • Actively reading to customers query, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.

Executive – Customer Representative (Travel Expert)

I Energizer Pvt. Ltd.
Noida
08.2016 - 09.2019
  • Managed bookings and handled travel queries with ownership of pre- and post-travel issues.
  • Worked independently to address escalations, and guided peers on resolving travel complications.
  • Maintained process documentation, and contributed to quality assurance feedback loops.

Telesales Representative

HomeShop18
Noida
08.2014 - 06.2016
  • Provided inbound and outbound telesales support for order placement and issue resolution.
  • Ensured adherence to service standards, and accurate documentation of all transactions.
  • Improved product knowledge, attending regular training sessions and staying updated on industry trends.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.

Education

Bachelor of Commerce - Commerce

Arni University
Kangra
01.2013 - 01.2016

Skills

  • Scheduling Tools: IEX, WFM Systems

  • CRM Platforms: Salesforce, Amazon CRM

  • Remote work capabilities

  • Customer service

  • Problem-solving

  • Active listening

  • Product knowledge

  • Adaptability and flexibility

  • Microsoft Excel

  • Live chat support

  • Microsoft outlook

  • Computer proficiency

  • Team collaboration

Core Competencies

  • Team Leadership & Mentoring
  • Customer Service Management
  • KPI & SLA Achievement
  • Operations Planning & Supervision
  • First-Level Escalation Handling
  • Knowledge Transfer & SOP Creation
  • Process Governance & Compliance
  • Quality Monitoring & Feedback
  • Schedule Adherence & WFM
  • MS Excel Reporting & Analysis
  • Cross-Functional Collaboration
  • Problem Solving & Logical Analysis

Timeline

Associate – Scheduling

Concentrix Daksh India Pvt. Ltd.
03.2021 - 07.2025

UK/US Chat Support Executive

Amazon Development Center India Pvt. Ltd.
04.2020 - 01.2021

Executive – Customer Representative (Travel Expert)

I Energizer Pvt. Ltd.
08.2016 - 09.2019

Telesales Representative

HomeShop18
08.2014 - 06.2016

Bachelor of Commerce - Commerce

Arni University
01.2013 - 01.2016

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Chandan GuptaOperations Executive