Rajni Gupta
New Delhi
Summary
Results-driven and customer-focused professional with over 5 years of experience in customer service and process management. Skilled in handling complex customer queries, resolving issues across multiple channels (social media, email, support tickets), and ensuring exceptional customer satisfaction. Adept at managing insurance claims, coordinating team logistics, and supporting organizational processes to improve operational efficiency. Proven ability to meet targets, adhere to compliance standards, and streamline workflows to enhance service delivery. Strong problem-solving, communication, and collaboration skills, with a track record of achieving high performance metrics and contributing to process improvements. Recognized for maintaining professionalism under pressure and fostering positive customer relationships.
Overview
5
5
years of professional experience
Work History
Customer Support Executive
IEnergizer
Noida
05.2024 - Current
- Managed customer concerns and resolved escalations in real-time, ensuring prompt and professional issue resolution with a focus on customer satisfaction.
- Coordinated follow-up communications with customers to ensure timely resolution of complaints and escalated issues.
- Provided dedicated support to MMT premium customers through email, inbound, and outbound calls, delivering personalized solutions to enhance customer experience.
- Collaborated with the backend team to handle high-profile cases escalated through social media, ensuring brand reputation and positive customer outcomes.
- Worked closely with L1 executives and hotel partners to resolve complex issues, maintaining seamless communication across all touchpoints.
- Maintained a detailed log of all customer interactions for data analysis, contributing to the identification of recurring issues and process improvements.
Administrative Coordinator
NewsAdda24
New Delhi
09.2021 - 04.2024
- Coordinated administrative operations to support the smooth functioning of an online news portal, ensuring timely delivery of tasks and alignment with organizational goals.
- Managed day-to-day administrative activities, including scheduling, correspondence, and documentation, to streamline workflows and enhance operational efficiency.
- Monitored and addressed queries from advertisers, viewers, and stakeholders through social media, email, and other communication channels.
- Collaborated with various teams to resolve escalated issues, ensuring customer satisfaction and maintaining brand credibility.
- Maintained records of interactions, issues, and resolutions to support data-driven decision-making and process improvements.
- Assisted in organizing content distribution and tracking feedback from readers and advertisers to align strategies with audience needs.
Process Associate
Genpact India Pvt Ltd
Noida
12.2019 - 08.2021
- Processed claims and payments under life insurance, ensuring accuracy, compliance, and adherence to company protocols and industry standards.
• Managed daily work allocation and consistently met targets and service-level agreements (SLA) within specified timeframes.
• Handled complex insurance queries for U.S.-based clients, providing solutions for policy-related inquiries, claims processing, and escalations with over 95% accuracy rate. - Prepared and maintained detailed team reports, dashboards, and volume forecasting to optimize operations and ensure informed decision-making.
- Updated and improved Standard Operating Procedures (SOP) to enhance process clarity and streamline workflows for improved team performance.
- Developed training materials and mentored new team members, reducing onboarding time and improving operational efficiency.
- Provided critical team support by tracking attendance, late logins, leave schedules, and other logistics to ensure smooth daily operations.
- Collaborated with cross-functional teams to identify process gaps, implement solutions, and enhance overall service delivery.
- Recognized with a “Performance Excellence Award” for delivering outstanding results and driving team success.
Education
Master of Arts -
Aligarh Muslim University
Aligarh01-2018
Bachelor of Arts -
University Of Delhi
New Delhi01-2016
Bachelor of Education -
Chaudhary Charan Singh University
Distance01-2022
Skills
- Customer Service Excellence
- Problem-Solving
- Multi-Channel Communication
- Collaboration
- Time Management & Efficiency
- Attention to Detail
- Conflict Resolution
- CRM Software Proficiency
- Empathy & Emotional Intelligence
- Data Anylisation & Visualization
- MS Office Proficiency
Languages
Hindi
First Language
English
Advanced (C1)
C1
Volunteering
- Member Hindi Sahitya Sabha - 2015-16
Timeline
Customer Support Executive
IEnergizer
05.2024 - Current
Administrative Coordinator
NewsAdda24
09.2021 - 04.2024
Process Associate
Genpact India Pvt Ltd
12.2019 - 08.2021
Master of Arts -
Aligarh Muslim University
Bachelor of Arts -
University Of Delhi
Bachelor of Education -
Chaudhary Charan Singh University
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