Rohan Kumar

• Joined as a Chat Associate, handling customer support queries, and ensuring quick issue resolution.
• Based on strong performance, I was internally moved to the Top CX Queue to manage VIP and high-priority customer concerns.
• Further transitioned to the Email Escalation Team to handle escalated customer cases, ensuring faster resolutions, and improved customer satisfaction.
• I worked in the Email Escalation Team for six months, managing critical customer concerns and coordinating with internal teams for effective issue resolution.
• Currently working in the People Team (Operations), managing employee lifecycle processes, and providing operational support.
• Streamlined the UAN collection and sharing process for exited employees, improving accuracy and reducing delays.
• Managed ESIC data validation and sharing with the Payroll Team for smooth compliance and payroll processing.
• Handled full and final (F&F) settlement queries, and coordinated with the Payroll Team for timely resolution.
• Verified onboarding and employee documentation, including EPFO details, PAN, offer letters, and compliance-related records.
• Managed sensitive employee data securely, and ensured proper sharing with relevant internal teams.
• Worked on backlog clearance projects, including pending F&F holds and operational pending cases.
• Supported process improvement initiatives and operational projects to enhance team efficiency and workflow management.

Customer Care Executive – IGT Solutions Pvt. Ltd. (IndiGo Process)

• A dedicated customer service professional with experience in handling customer support and escalations for the airline industry. Started as a Customer Care Executive and was later internally moved to the PSHD (Priority Service Helpdesk) team based on performance
• In the PSHD team, I managed priority escalations from inflight cabin crew and ground staff regarding customer complaints and service issues. Handled cases involving in-flight incidents and airport-related customer concerns by documenting complete case details, coordinating with internal teams, and directly connecting with customers to resolve issues.
• Focused on calming irate customers, improving customer satisfaction, and ensuring a positive customer experience with IndiGo. Strong skills in communication, escalation handling, problem-solving, and relationship management helped in maintaining service quality and customer trust.