Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Accomplishments
Timeline
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Gaurav Chopra

Gaurav Chopra

New Delhi

Summary

Dedicated customer service representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in corporate offerings and solutions.

Overview

12
12
years of professional experience

Work History

Lead Analyst

American Express
New Delhi
08.2018 - 04.2025
  • Resolved customer inquiries and issues related to credit card accounts, ensuring high levels of customer satisfaction.
  • Partnered with product and operations teams to resolve systemic issues affecting customer experience.
  • Developed dashboards and reports using Excel.
  • Provided insights that helped streamline processes and reduce average response time by 25%.
  • Trained and mentored junior analysts and support staff.
  • Collaborated with QA team to audit interactions and improve service quality.

Senior Technical Support Associate

Dell International Services
01.2016 - 08.2018
  • Demonstrated a high level of professionalism when communicating with customers via phone or email.
  • Maintained up-to-date case documentation for future reference.
  • Provided guidance on best practices for utilizing applications and software tools.
  • Monitored system performance to ensure optimal functioning at all times.
  • Provided technical assistance to customers by troubleshooting hardware and software issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.

Technical Support Advisor

Convergys India Services Pvt Ltd
04.2014 - 01.2016
  • Technical support for EE, TMUK.
  • Troubleshot mobile software issues, and worked with service providers to facilitate repairs for end users.
  • Developed and delivered training sessions to customers on how to use products more effectively.
  • Responded to customer inquiries in a timely manner while adhering to handling time.
  • Implemented feedback from customer satisfaction surveys to improve service quality.
  • Conducted remote diagnostics to identify and solve technical problems on customer's mobile handsets.

Customer Relation Executive

Perfect Wellness Pvt Ltd
03.2013 - 01.2014
  • Outbound calling for feedback.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Maintained high satisfaction rating with customers by providing exceptional service and support.
  • Monitored competitor activities to stay ahead of industry trends.
  • Mentored new employees on procedures and policies to maximize company's performance.
  • Promoted available products and services to customers during service, account management and order calls.

Education

BCA - Computer Applications

Maharishi Dayanand University (MDU)
Rohtak
12.2013

Skills

  • Technical support
  • Software troubleshooting
  • Desktop support
  • Service Desk
  • IT Service Desk
  • Backend operations
  • Operations
  • Team collaboration
  • Training and mentoring

Hobbies and Interests

  • Traveling
  • Playing online games
  • Cooking

Languages

  • English
  • Hindi

Accomplishments

  • I was in the pilot batch for the CFR (Customer First Resolution) project
  • Validated approximately 1,500 calls to understand the reason for repeat callers to call back within 7 days.
  • Provided feedback to other teammates to help them understand the CFR module, which eventually helped them get the numbers in shape
  • Created and maintained SOPs and knowledge base articles to standardize CFR handling across teams
  • Improved customer satisfaction by 20% through proactive updates and resolution of freight inquiries within SLA

Timeline

Lead Analyst

American Express
08.2018 - 04.2025

Senior Technical Support Associate

Dell International Services
01.2016 - 08.2018

Technical Support Advisor

Convergys India Services Pvt Ltd
04.2014 - 01.2016

Customer Relation Executive

Perfect Wellness Pvt Ltd
03.2013 - 01.2014

BCA - Computer Applications

Maharishi Dayanand University (MDU)

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Gaurav Chopra