Gopi Nandhan
Bengaluru
Summary
Customer Support Specialist with over four years of experience across B2C and B2B environments, seeking to bring my expertise in client onboarding, technical troubleshooting, and cross-functional collaboration to world-class support team. Adept at managing high-volume queries with empathy and precision, I’m excited to help customers realize the full potential of innovative platforms.
Overview
6
6
years of professional experience
Work History
Target | Lead Specialist
Customer & Partner Support (B2C & B2B)
Bengaluru
08.2023 - Current
- Provided end-to-end support for the U.S. Retail customers on Target.com resolve order, return, and account issues via live chat, email, and phone in a high-volume environment.
- Ensured customer satisfaction through empathetic communication, timely resolutions, and adherence to service quality standards.
- Supported onboarding and platform access for B2B clients using Roundel, Target’s proprietary media platform, ensuring seamless setup and campaign readiness.
- Managed user access, permissions, and team changes to maintain platform integrity, and streamline client experience.
- Troubleshot account configuration and technical issues, collaborating with internal teams to ensure resolution, and minimize downtime.
- Contributed to internal documentation and feedback loops, helping to improve support processes and product usability for both retail and business users.
Swiggy | Senior Executive
Customer Delight (Escalation & Compliance)
Bengaluru
03.2022 - 08.2023
- Handled complex escalations from CXOs, regulatory bodies (e.g., FSSAI), and national forums, ensuring resolution in line with compliance standards.
- Specialized in addressing high-impact customer issues and restoring satisfaction in sensitive, or urgent cases.
- Mentored new team members on best practices in communication and problem resolution.
- Proposed and implemented process improvements based on the analysis of escalation patterns.
Concentrix | Web Advisor
Technical Support (Web Hosting & Linux Systems)
Bengaluru
03.2019 - 01.2020
- Supported customers on Linux-based web hosting platforms, including CMS tools like WordPress, via live chat and email.
- Resolved technical, billing, and service-related issues, escalating major incidents appropriately.
- Identified customer needs and upsold relevant services, improving retention and satisfaction.
Education
Bachelor of Commerce - Accounting And Finance
Bangalore University
Bengaluru07-2016
Skills
- Customer support (live chat, email, video)
- Client onboarding (Roundel platform)
- Technical troubleshooting and issue resolution
- Escalation and compliance management
- Process Optimization & SOP Development
- Cross-functional team collaboration
- Excellent written and verbal communication
- Time management and SLA adherence
Timeline
Target | Lead Specialist
Customer & Partner Support (B2C & B2B)
08.2023 - Current
Swiggy | Senior Executive
Customer Delight (Escalation & Compliance)
03.2022 - 08.2023
Concentrix | Web Advisor
Technical Support (Web Hosting & Linux Systems)
03.2019 - 01.2020
Bachelor of Commerce - Accounting And Finance
Bangalore University
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