Rohit Joshi
Gurugram HR
Summary
Dedicated and results-oriented Customer Support Associate at Tata Motors with specialized experience in managing P1 (Priority 1) cases. Proven track record of resolving critical customer issues, including vehicle breakdowns and high-priority service escalations, while maintaining professional standards and high customer satisfaction ratings. Adept at conflict resolution, CRM data management, and coordinating across cross-functional teams to ensure rapid turnaround times for the most sensitive customer concerns.
Overview
2
2
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Support Associate
Globiva solutions Pvt Ltd (TATA MOTORS)
Gurugram
05.2025 - Current
- Case Management: High-priority P1 case resolution, escalation handling, and technical troubleshooting.
- Customer Experience: Conflict de-escalation, empathetic communication, and relationship building.
- Operational Excellence: SLA adherence, CRM proficiency, and detailed documentation.
- Communication: Cross-departmental coordination (service, technical, and spare parts teams).
- P1 Case Management: Lead the resolution of "Priority 1" (P1) cases, focusing on critical vehicle breakdowns, roadside assistance, and urgent service failures to ensure minimal downtime for customers.
- Issue Resolution: Identify root causes of complex service complaints and collaborate with authorized service centers (TASS) and field teams to implement immediate solutions.
- SLA Compliance: Consistently meet and exceed Service Level Agreements (SLAs) for P1 response times, contributing to an overall increase in customer satisfaction scores.
- Stakeholder Coordination: Act as the primary point of contact between dissatisfied customers and internal technical teams, ensuring clear communication and timely updates during the resolution process.
- Documentation: Maintain precise and accurate records of every P1 case in the CRM system, ensuring a complete audit trail for service history and future reference.
- Process Improvement: Identify recurring service trends in P1 cases and provide feedback to management to help reduce future occurrences and improve service quality.
Customer Sales Support Associate
Ringling call system Pvt Ltd
Noida
12.2023 - 09.2024
- Assisted customers with inquiries and product information.
- Coordinated sales orders and ensured timely processing.
- Managed inventory levels and organized stock for easy access.
- Developed strong relationships with existing customers through regular follow-up calls and emails.
- Responded promptly to inquiries from customers regarding product features or services offered.
Education
B.COM - Account And Finance
Kumaun University
Nainital UK 12.2019 - 08.2022
Skills
- Case management
- SLA compliance
- Customer relationship management
- Technical troubleshooting
- Report preparation
- Tracking and documentation
- Written communication
- Report generation
- Complaint handling
- Handling complaints through Email/inbound calls
Timeline
Customer Service Support Associate
Globiva solutions Pvt Ltd (TATA MOTORS)
05.2025 - Current
Customer Sales Support Associate
Ringling call system Pvt Ltd
12.2023 - 09.2024
B.COM - Account And Finance
Kumaun University
12.2019 - 08.2022