Gaurav Chopra
Lead Customer Care Professional
Summary
Customer Satisfaction: Achieved a 98% customer satisfaction rate by providing timely and accurate resolutions to credit card queries, strengthening brand loyalty. First-Call Resolution: Enhanced first-call resolution rates by 25%, improving the overall customer experience and reducing repeat call volumes. Service Excellence: Recognized for delivering exceptional customer service, resulting in a 30% increase in positive customer feedback scores. Analytical and customer-focused Customer Service Analyst with 10 years of experience in the financial services sector. Proven ability to interpret customer data, optimize service delivery, and drive process improvements. Skilled in stakeholder communication, root cause analysis, and cross-functional collaboration. Adept at balancing customer satisfaction with operational efficiency.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Lead Analyst
American Express
08.2018 - 04.2025
- Resolved customer inquiries and issues related to credit card accounts, ensuring high levels of customer satisfaction.
- Mentored junior analysts, providing guidance on best practices and fostering a supportive learning environment.
- 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.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Senior Technical Support Associate
Dell International Services
01.2016 - 08.2018
- Globally assisting customers in getting their issues fixed related to computer hardware and software.
- Improved customer satisfaction by providing timely and accurate technical support.
- Provided remote support for customers located across multiple regions, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
- Managed high-priority tickets, ensuring prompt resolution and minimal downtime for clients.
- Installed, configured and maintained computer systems and network connections.
Technical Support Advisor
Convergys India Services Pvt Ltd
04.2014 - 01.2016
- Technical support for EE, TMUK.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Increased team productivity with regular training sessions on emerging technologies and software updates.
Customer Relation Executive
Perfect Wellness Pvt Ltd
03.2013 - 01.2014
- Outbound calling for feedback.
Education
BCA - Computer
Maharishi Dayanand University (MDU)
Rohtak, India 01.2013 - 12.2013
Skills
- Technical Support
Training and mentoring
- Training and mentoring
Call validation/Feedback
Quick thinking and decision-making
Ownership
Customer Satisfaction
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
Maharishi Dayanand University (MDU)
01.2013 - 12.2013