ROHIT GUPTA
Summary
Customer-focused professional in customer support and insurance, delivering exceptional service and fostering long-term client relationships. Enhanced customer experiences through proactive problem-solving. Committed to driving organizational growth by improving customer satisfaction and loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
MetLife GOSC
Greater Noida
01.2026 - Current
- Led cross-functional teams to achieve strategic goals.
- Developed and reviewed SOPs and process documentation for operational consistency.
- Maintained operational accuracy to ensure compliance with regulations.
- Communicate insights to stakeholders effectively
- Improved team outcomes through tailored training sessions.
- Guided junior staff, promoting continuous learning culture.
Sr. Insurance Associate
MetLife GOSC
Greater Noida
02.2024 - 01.2026
- Supported US Insurance (MetLife GOSC process) to streamline operations
- Resolved complex customer queries, improving overall satisfaction
- Conducted audits of dental claims for quality control, ensuring compliance
- Coordinated KPO blended processes to maintain operational efficiency
- Assisted in project planning and execution for timely delivery
Customer Support Lead
Broomees India Pvt. Ltd.
06.2023 - 10.2023
- Resolved escalations promptly, achieving high customer satisfaction ratings.
- Led and mentored teams to consistently exceed KPIs, enhancing overall performance.
- Trained and guided team members, resulting in reliable and consistent support outcomes.
- Collaborated cross-functionally to enhance processes and service quality.
Postsales Relationship Manager
Broomees India Pvt. Ltd.
03.2023 - 05.2023
- Cultivated strong client relationships, enhancing retention and fostering long-term partnerships.
- Acted as the primary point of contact, resolving client queries promptly to enhance service experience.
- Resolved client concerns efficiently, reinforcing satisfaction and building trust.
- Maintained clear, proactive communication with regular updates and support.
Customer Relationship Manager
Broomees India Pvt. Ltd.
12.2022 - 02.2023
- Promoted and sold subscription packages, contributing to revenue growth.
- Delivered service information and resolved customer queries to enhance customer satisfaction.
- Facilitated customer communication through WATI and Meta platforms to ensure prompt responses.
- Maintained accurate customer records and issue logs to support effective issue resolution.
Customer Care Executive
Zomato UAE(Jindal X)
01.2022 - 11.2022
- Ensured high customer satisfaction through empathetic and professional interactions.
- Delivered prompt and effective resolutions to customer queries and issues.
- Balanced customer needs with company policies to ensure fair and satisfactory outcomes.
- Addressed customer concerns with a friendly approach to foster trust and long-term loyalty.
Education
Master of Arts (Honours) - History
Indira Gandhi National Open University
05-2026
Bachelors of Arts (Honours) - History
University of Delhi
01-2022
10+2 PCM -
CBSE
01-2019
Class 10th -
CBSE
01-2017
Skills
- Data analysis
- Project management
- Content writing
- Training
- Customer relationship management
- Effective communication
- Leadership
Websites
Certification
- Rotaract Club of Unified Spirits (May 2020 – May 2021) Actively contributed to organizing various programs and events under Rotaract District 3011.
- Younity.in (Aug 2020 – Aug 2021) Completed a 365-day holistic development program focused on personality growth, soft skills, and hard skills.
- Illuminer Counsel, Satyawati Chapter (Oct 2020 – Oct 2021) Organized personality development webinars and led social initiatives.
- Forever Star Book of World Records (April 2021) Contributed to one of the fastest-compiled anthologies, completed within 2 days.
Projects
- Endless Envision Writing Community (Apr 2021 – Apr 2023): Led a community of 200+ members, managing multiple writing projects and organizing contests and publications.
- Endless Envision Publication (Jun 2021 – Apr 2023): Oversaw book publishing processes, coordinated with authors, and facilitated listings on platforms like Amazon and Flipkart.
- Million Dreams Arena – Project Head (Nov 2021 – Sep 2022): Directed publishing projects, ensuring timely execution and adherence to deadlines.
- Spectrum of Thoughts – Compiler (Aug 2020 – Apr 2021): Collaborated with writers to curate, edit, and compile high-quality content for publication.
Languages
- English
- Hindi
Affiliations
- Illuminer Counsel, Satyawati Chapter (Oct 2020 – Oct 2021) Organized personality development webinars and led social initiatives.
Timeline
Subject Matter Expert
MetLife GOSC
01.2026 - Current
Sr. Insurance Associate
MetLife GOSC
02.2024 - 01.2026
Customer Support Lead
Broomees India Pvt. Ltd.
06.2023 - 10.2023
Postsales Relationship Manager
Broomees India Pvt. Ltd.
03.2023 - 05.2023
Customer Relationship Manager
Broomees India Pvt. Ltd.
12.2022 - 02.2023
Customer Care Executive
Zomato UAE(Jindal X)
01.2022 - 11.2022
Master of Arts (Honours) - History
Indira Gandhi National Open University
Bachelors of Arts (Honours) - History
University of Delhi
10+2 PCM -
CBSE
Class 10th -
CBSE