Gunjan Gurung
Senior Customer Care Executive
New Delhi
Summary
Highly motivated customer service professional with 5 years of experience in high-paced Business Process Outsourcing organizations. Proven expertise in resolving complex inquiries, ensuring client satisfaction, and maintaining a positive attitude under pressure. Seeking to transfer exceptional interpersonal communication skills and a commitment to safety and service excellence to a dynamic cabin crew role.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Customer Service Executive
Falcon Force Pvt Ltd
07.2020 - 03.2022
- Process: Walmart
- 1 years - 8 months
- Responded to customer inquiries promptly, enhancing satisfaction and fostering positive relationships with clients.
- Managed order processing and tracking, ensuring timely delivery and accuracy in customer transactions.
- Assisted in training new team members, contributing to overall team efficiency and knowledge sharing.
Senior Customer Care Executive
Teleperformance
08.2022 - 02.2025
- Process: Go City
- 2 years - 6 months
- Facilitated high-quality customer interactions by resolving inquiries efficiently, enhancing overall customer satisfaction and loyalty.
- Utilized CRM systems to track and analyze customer feedback, leading to improved service delivery and response times.
- Mentored junior team members on best practices, fostering a collaborative environment that improved team performance.
- Developed training materials for new hires, ensuring consistent knowledge transfer and adherence to company policies.
Senior Customer Care Associate
Concentrix
07.2025 - Current
- Serving as a primary and ongoing point of contact for DSNP members and their families, addressing their medical, behavioral, and socioeconomic needs.
- Responding to and resolving complex customer inquiries and issues, which can include topics such as benefits, eligibility, claims, and financial spending accounts, often on the first call.
- Guiding and educating members on the fundamentals and benefits of their health plans, to help them maximize their benefits and choose quality care providers.
- Delivering support with strong empathy and compassion, especially when dealing with distressed members, or complex situations.
Education
NIOS - XII
National Institute of Open Schooling
01.2019
ICSE - X
Ruhiyyih School
01.2016
Skills
- Teamwork and Collaboration: Stewards work closely with various staff (kitchen, servers, other crew) and must be effective team players to ensure smooth operations
- Exceptional Customer Service: The ability to be friendly, approachable, and attentive to the needs of guests or passengers to ensure a positive experience
- Time Management and Organization: The ability to manage multiple tasks, prioritize duties efficiently, and adhere to tight schedules
- Communication Skills: Clear verbal and written communication, active listening, and the ability to articulate thoughts and instructions effectively to both guests and colleagues
Interests
Photography, Listening to Music, Playing Musical Instruments
Timeline
Senior Customer Care Associate
Concentrix
07.2025 - Current
Senior Customer Care Executive
Teleperformance
08.2022 - 02.2025
Customer Service Executive
Falcon Force Pvt Ltd
07.2020 - 03.2022
ICSE - X
Ruhiyyih School
NIOS - XII
National Institute of Open Schooling