Gaurav Kumar
Gurgaon
Summary
I am flexible, reliable and possess excellent time keeping skills. I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
IGT Solutions PVT LTD
Gurugram
09.2021 - Current
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Communicated effectively with team members to ensure timely response times for customers.
- Consulted with customers regarding needs and addressed concerns.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Ensured that all customer queries were handled quickly and professionally.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Handled customer billing errors by researching issues in system and asking detailed questions.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
Senior Executive
Startek
Gurugram
07.2019 - 09.2021
Customer Service Executive
HCL Technology PVT LTD
Noida
04.2016 - 07.2019
Customer Service Executive
Aegis Customer Support Service Pvt Ltd
Lucknow
08.2015 - 03.2016
Education
Bachelor of Arts -
01.2012
Skills
- Check-In Procedures
- Rules Clarifications
- Complaint Handling
- Strong Interpersonal Skills
- Problem-Solving
- Computer Reservation Software
- Payment Processing
- Reservation Confirmation
- Detail Oriented
- Issue Resolution
- Boarding Pass Assignment
- Professionalism
- Effective Communication
- Phone and Email Etiquette
- Problem-Solving Abilities
- Task Prioritization
- Time Management Abilities
- Creative Thinking
- Critical Thinking
- Customer Service
- Team Building
- Corporate Travel
- Excellent Communication
- Relationship Building
- Interpersonal Skills
- Analytical Skills
- Multitasking
- Team Collaboration
- Teamwork and Collaboration
- Active Listening
- Staff Training
- Amadeus Software
- Salesforce
- Organizational Skills
Personal Information
- Date of Birth: 06/07/90
- Nationality: Indian
- Marital Status: Married
- Visa Status: Depend country law
Languages
Hindi
First Language
English
Proficient
C2
Bengali
Proficient
C2
Timeline
Customer Service Executive
IGT Solutions PVT LTD
09.2021 - Current
Senior Executive
Startek
07.2019 - 09.2021
Customer Service Executive
HCL Technology PVT LTD
04.2016 - 07.2019
Customer Service Executive
Aegis Customer Support Service Pvt Ltd
08.2015 - 03.2016
Bachelor of Arts -
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