GURUSHA AGRAWAL
SENIOR OPERATIONS EXECUTIVE
Alwar
Summary
Over 6 years of experience as a Senior Operations Executive in the public utility products sector. Consistently providing customer-friendly support in high-pressure environments. Proficient in strategic planning, operational optimization, and effective team leadership. Skilled in implementing process improvement strategies to drive efficiency and achieve results. Proven track record of successful resource management and cultivating high-performing team dynamics.
Overview
7
7
years of professional experience
2018
2018
years of post-secondary education
2
2
Languages
Work History
Senior Operations Executive
Paytm
02.2020 - 07.2025
- Handling all types of escalations coming from different social media platforms.
- Processing incoming calls from customer service and resolving issues by responding to customer queries.
- Managing the queue and spearheading a team of 10 to 15 agents.
- Streamlined operational processes by identifying inefficiencies and implementing targeted improvements.
- Improved overall customer satisfaction rates by implementing new training programs for frontline staff.
Supervisor
Teleperformance
06.2019 - 02.2020
- Handling Escalation calls of the customer who were not satisfied with the resolution provided by the inbound agent.
- Spearheading a team of 11 Customer Service Representatives to deliver flawless customer service across multiple fields.
Partner Service Associate
Jindal Intellicom / Zomato
05.2018 - 06.2019
- Managed a high level of workload in a commitment-driven and high-pressure environment.
- Processing Incoming calls from customer service and resolving issues by responding to customer queries.
- Played a key role in retaining existing clients based by repairing trust and designing merchant concentric solutions.
Education
Bachelor of Commerce -
Dr. B.R. Ambedkar University
AgraMaster of Business Administration - undefined
Bikaner Technical University
Skills
Handled all social media escalations and provided the best resolution in accordance with the company's policy
Operational excellence
Productivity improvement
Team leadership
Operations management
Process improvements
Performance analysis
Accomplishments
- Won "Employee of the Month" based on the quality measures and the feedback of the Partners.
- Recognized as the "Best Customer Service" Associate out of 20 members in the Division based on Customer feedback.
Awards
Employee of the Month | Zomato | Partner service Associate, Nearbuy Spot Award | Best Performance | Customer Service Associate, Nearbuy Spot Award | Content Creator
Timeline
Senior Operations Executive
Paytm
02.2020 - 07.2025
Supervisor
Teleperformance
06.2019 - 02.2020
Partner Service Associate
Jindal Intellicom / Zomato
05.2018 - 06.2019
Master of Business Administration - undefined
Bikaner Technical University
Bachelor of Commerce -
Dr. B.R. Ambedkar University