Darshan N
Escalation Support Executive
Summary
Customer service professional prepared for challenging roles with focus on resolving escalations and enhancing customer satisfaction. Proven ability to handle high-pressure situations and deliver impactful solutions. Excellent teamwork and adaptability, consistently contributing to team goals and adapting to changing environments. Recognized for strong communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Customer Service Escalation Specialist
Kushal's Retail Private Limited
11.2020 - Current
- Managed complex customer escalations, ensuring timely resolution and maintaining high satisfaction levels through effective communication and problem-solving skills.
- Developed training materials for new staff on escalation procedures, enhancing team efficiency and promoting best practices in customer service interactions.
- Conducted root cause analysis of recurring issues, providing actionable insights that informed product improvements and reduced future escalations.
- Maintained detailed documentation of escalated cases in compliance with company policies, ensuring transparency and accountability in customer service processes.
- Streamlined communication for better issue resolution, working closely with internal departments and external partners.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
- Represented the voice of the customer internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
- Oversaw daily operations, ensuring adherence to company policies and procedures for efficiency and effectiveness.
- Oversaw daily operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner.
- Developed operational processes to help organization adapt to market change.
- Collaborated on operational support tasks to achieve common goal.
Supervisor of Factory Operations
British Life Sciences Private Limited
07.2018 - 03.2019
- Oversaw daily factory operations, coordinating shift schedules and ensuring compliance with safety regulations.
- Trained new staff on equipment usage and standard operating procedures, enhancing team efficiency and reducing onboarding time.
- Monitored production workflows, identifying bottlenecks and implementing process improvements to streamline operations.
- Conducted regular inspections of machinery and equipment to maintain optimal performance and minimize downtime.
- Managed inventory levels by tracking raw material usage and coordinating with suppliers to prevent shortages.
Education
Diploma - Diploma in Civil Engineering
SVIT POLYTECHNIC
Bengaluru, India 04.2001 -
SCHOOl -
CES ENGLISH HIGH SCHOOL
Bengaluru, India 04.2001 -
Skills
Problem-solving
Customer complaint resolution
MS office
Addressing operational constraints
Escalation management
Customer empathy
Teamwork and collaboration
Problem-solving skills
Timeline
Customer Service Escalation Specialist
Kushal's Retail Private Limited
11.2020 - Current
Supervisor of Factory Operations
British Life Sciences Private Limited
07.2018 - 03.2019
Diploma - Diploma in Civil Engineering
SVIT POLYTECHNIC
04.2001 -
SCHOOl -
CES ENGLISH HIGH SCHOOL
04.2001 -
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