Technology Enthusiast
Rupesh Malik
Escalation Specialist
Bangalore
Summary
Results-driven Customer Support Specialist with a passion for delivering exceptional service. Skilled in effective communication, problem-solving, and in-depth product knowledge. Dedicated to ensuring customer satisfaction and contributing to product enhancements. Excited about challenges and thrive in a dynamic environment.
Overview
4
4
years of professional experience
10
10
years of post-secondary education
3
3
Language
Work History
Senior Specialist
Swiggy
Bangalore
07.2022 - 08.2023
- Final point of contact for escalated customer inquiries, resolving complex issues and ensuring customer satisfaction
- Recognized for consistently achieving and exceeding team targets for customer satisfaction(CSAT)
- Collaborated with management to identify trends in customer inquiries and provided insights for product improvement initiatives
- Conducted outbound calls to proactively reach out to customers, addressing their needs, promoting products/services, and ensuring a positive customer experience
- Handled email and chat support responsibilities, resolving customer concerns and inquiries through timely and detailed written communication.
Escalation Specialist
HGS
Bangalore
09.2020 - 06.2022
- Flipkart India Pvt. ltd. as client handling critical customer escalations like CEO Escalation, Customer Grievance
Redressal, Consumer Helpline complaints, Social Media Escalations and Legal Complaint Support, and Service
Recovery at Flipkart Headquarters. - Demonstrated strong problem-solving skills by analyzing complex situations and providing effective resolutions
- Conducted training sessions for new team members, improving their communication and problem-solving skills
- Also as SME(Subject matter expert) for 4months during Big billion day project.
Marketing and Events Coordinator
Katherine's Gallery
Bangalore
10.2018 - 12.2019
- Engaging events to promote Katherine's Gallery beauty parlour franchise.
- Developed and implemented innovative marketing strategies across digital platforms, resulting in increased brand awareness and customer engagement.
- Coordinated events, including workshops, product launches, and customer appreciation days, driving foot traffic and fostering client loyalty.
Education
B.com - Finance
New Horizon College
Bangalore, Karnataka 08.2013 - 07.2016
Senior Secondary - Commerce
KVASC
Bangalore, Karnataka 04.2011 - 03.2013
High School Diploma -
KVASC
Bangalore, Karnataka 04.2009 - 03.2010
Skills
Time Managementundefined
Interests
Culinary Exploration
Travel and Cultural Exploration
Singing
Timeline
Senior Specialist
Swiggy
07.2022 - 08.2023
Escalation Specialist
HGS
09.2020 - 06.2022
Marketing and Events Coordinator
Katherine's Gallery
10.2018 - 12.2019
B.com - Finance
New Horizon College
08.2013 - 07.2016
Senior Secondary - Commerce
KVASC
04.2011 - 03.2013
High School Diploma -
KVASC
04.2009 - 03.2010
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