Gunjan Joshi

Experienced Complaint Case Manager with a strong background in customer complaint resolution, specializing in managing complex cases within the water utility sector. Skilled in investigating complaints, coordinating with cross-functional teams, ensuring regulatory compliance, and delivering fair, timely, and customer-focused outcomes. Recognized for excellent communication, analytical problem-solving, and the ability to resolve escalated issues while maintaining high levels of customer satisfaction.

Core Competencies

• Customer Complaint Handling
• Complaint Case Management
• Complex Complaint Resolution
• Water Utility Customer Service
• Root Cause Analysis
• Regulatory Compliance
• Conflict Resolution
• Customer Relationship Management
• Investigation & Case Documentation
• Service Recovery
• Risk Assessment
• Process Improvement
• Written & Verbal Communication

• Acted as the primary point of contact for advanced customer escalations on third-party e-commerce platforms (e.g., Amazon, Flipkart), ensuring prompt, accurate, and satisfactory resolutions.
• Collaborated closely with operations, logistics, and product teams to resolve order fulfillment delays, returns, and SLA breaches, ensuring smooth platform performance.
• Managed daily activities across multiple marketplace dashboards, maintaining policy compliance and optimizing product listing visibility and conversion rates.
• Liaised with third-party marketplace account managers to resolve listing or performance disputes, maintain account health, and implement improvements based on customer feedback trends.
• Spearheaded quality assurance audits, including listing evaluations, return rate analysis, and order flow monitoring to proactively reduce penalties and negative reviews.
• Streamlined end-to-end customer service workflows by aligning CRM processes with marketplace expectations such as returns, feedback loops, and SLAs.
• Conducted performance reviews with external logistics partners and vendors to reduce RTO (Return to Origin) rates and improve last-mile delivery effectiveness.
• Leveraged customer reviews and order analytics to enhance product content, optimize inventory levels, and support competitive pricing decisions.
• Generated and delivered weekly operational reports summarizing order trends, escalations, return metrics, and overall platform performance for management insight.
• Maintained up-to-date documentation of SOPs, process flows, and marketplace communications to ensure cross-team clarity and operational consistency.

• Developed and implemented a customer feedback system to gather insights and improve service delivery.
• Utilized CRM and ticketing systems to track customer interactions, manage caseloads, and prioritize urgent inquiries.
• Consistently exceeded customer satisfaction targets, maintaining a 95%+ positive feedback rating.
• Proactively identified and addressed customer pain points, providing tailored solutions to meet their specific needs.
• Direct or coordinate an organization's financial or budget activities to fund operations, maximize investments, or increase efficiency.
• Analyze operations to evaluate performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change.
• Direct, plan, or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, or to increase productivity.
• Conducted customer surveys and focus groups to gather feedback and insights to drive improvements in customer experience.
• Utilized social media listening tools to monitor customer sentiment and address potential issues proactively.
• Stayed abreast of industry best practices and emerging technologies related to customer experience.
• Implement corrective action plans to solve organizational or departmental problems.
• Preside over or serve on boards of directors, management committees, or other governing boards.

• Prioritized customer-centric service roles, showcasing strong accomplishments in solving customer issues, improving workflows, and supporting retention efforts.
• Maintained comprehensive product/service knowledge, including features, pricing, availability, and policies, to assist customers in making informed decisions.
• Proactively engaged with customers to understand needs, gather feedback, and contribute to enhancing the overall customer journey.
• Identified recurring issues and emerging trends, offering insights and recommendations to improve service processes and increase satisfaction scores.
• Extended technical support to users facing product or platform issues, effectively troubleshooting problems and providing clear, solution-driven guidance.
• Coordinated between internal teams and third-party vendors to ensure smooth operations, fast response times, and consistent customer service quality.
• Delivered detailed reports and operational insights to leadership, tracking KPIs such as first response time (FRT), resolution SLA, and NPS scores.

• Managed end-to-end resolution of merchant complaints, feedback, and queries related to transactions, settlements, and profile updates (e.g., GST, PAN, address changes, service enable/disable, portfolio upgrades, and panel access).
• Acted as a key liaison between merchants, Key Account Managers (KAMs), internal teams, reporting managers, and department heads to ensure timely resolution through phone and email coordination.
• Followed the escalation matrix rigorously for appropriate KAM allocation, service escalation handling, and SLA adherence, while maintaining AHT (Average Handling Time) and TAT (Turnaround Time) targets.
• Maintained and updated daily trackers for accurate documentation of support cases, escalations, and resolution timelines, enabling seamless handovers and reporting.
• Provided onboarding support to new sellers by granting panel access and offering training in panel features, usage, and navigation.
• Addressed EMI-related queries and coordinated with relevant teams to ensure prompt resolution of activation issues or escalated merchant concerns.
• Ensured consistent communication with KAMs and stakeholders by regularly tracking and sharing complaint status updates via structured email follow-ups.
• Demonstrated a strong merchant-centric approach by resolving service issues with empathy and accuracy, while ensuring compliance with company processes and operational guidelines.