Tanvi Kapoor
Summary
Detail-oriented and analytical professional with 4.5+ years of experience in operations, order management, and performance reporting. Skilled in tracking end-to-end order journeys, monitoring app and operational data, and maintaining high-quality dashboards using Google Sheets, Excel, Kibana, Salesforce, and Google Analytics. Proven ability to manage workflows, ensure SLA compliance, and deliver accurate, data-driven insights to leadership. Adept at automating reports, improving data accuracy, and collaborating with cross-functional teams to enhance operational efficiency and customer experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Associate- Global Strategy and Operations
Gartner
05.2025 - 11.2025
- Proactively responded to employee and internal stakeholder inquiries using Salesforce CRM, email, and internal administrative systems, ensuring timely and accurate resolution.
- Documented all cases and transactions in Salesforce, maintaining high standards of service documentation, accuracy, and compliance.
- Managed end-to-end case lifecycle including case intake, follow-ups, escalations, and closure, ensuring adherence to defined KPIs and SLAs.
- Coordinated across multiple stakeholders including internal teams and managers to route inquiries correctly across process flows.
- Scheduled service and follow-up calls, maintained calendars across global time zones, and ensured inquiry closure with proper documentation.
- Ensured compliance with internal controls and best practices (process adherence, audit readiness, data accuracy).
- Escalated complex issues appropriately by partnering with peers and senior team members to maintain service quality.
- Supported process improvements by identifying gaps, sharing insights, and assisting in process transition and standardization initiatives.
- Actively engaged in continuous learning and supported peers by sharing process knowledge and best practices.
Senior Executive
IndiaMART
11.2021 - 05.2025
- Proactively handled customer inquiries and escalations related to orders, delivery issues, payments, and service requests via email and internal systems.
- Ensured accurate documentation, administration, and follow-through of customer lifecycle services from inquiry to resolution.
- Collaborated with cross-functional teams (operations, logistics, tech, support) to resolve complex issues and ensure timely service delivery.
- Managed escalations independently, conducted follow-ups, and ensured service closure with complete documentation.
- Monitored real-time operational data using Google Analytics, Kibana, and internal tools to identify risks, blockers, and SLA breaches.
- Maintained and updated 15+ operational dashboards in Google Sheets to track KPIs such as success rate, fulfillment, drop-offs, and shipment status.
- Ensured compliance with defined service standards, turnaround times, and quality benchmarks.
- Supported process excellence by suggesting improvements in workflows, escalation handling, and reporting accuracy.
- Assisted in onboarding and training new team members on process flow, dashboards, and escalation handling.
Customer Care Executive
Teleperformance (TP)
03.2021 - 10.2021
- Handled high-volume customer inquiries via calls and emails while maintaining service quality, accuracy, and customer satisfaction.
- Documented customer interactions and case details accurately to support audits and quality checks.
- Managed follow-ups and ensured timely closure of customer issues in compliance with SLAs.
- Collaborated with team leads and peers to resolve escalations and maintain operational efficiency.
Business Development Executive in IT Services
HashedBit Innovations
- Assisted in developing and executing lead generation strategies for IT services.
- Conducted market research to identify potential clients and business opportunities.
- Implemented targeted marketing campaigns, enhancing lead conversion rates.
- Collaborated with the team to improve data analysis and customer outreach efforts.
Unaacademy Educator Intern
Unacademy
- Educated banking aspirants on financial awareness, economics, and current affairs through interactive sessions.
- Designed and delivered structured learning content to improve student engagement.
- Drove paid class conversions by promoting and managing enrollments through personal coupon codes.
Education
M.Com -
Dr. Bhimrao Ambedkar University (DBRAU) (Formerly Agra University)
Agra01.2021
B.Com -
Dr. Bhimrao Ambedkar University (DBRAU) (Formerly Agra University)
Agra01.2018
12th - English
CBSE
01.2015
10th - English
CBSE
01.2013
Skills
- MS Office (Word, Excel, PowerPoint)
- Google Sheets & Excel Reporting
- Salesforce CRM
- CRM Tools & Case Management Systems
- Google Analytics
- Kibana (Operational Monitoring & Analysis)
- App Ratings & Review Analytics
- Google Play Console
- Play Store & App Store Review Analysis
- KPI Tracking & Service Performance Monitoring
(Order Success Rate, Fulfillment, Shipment Status) - Cross-Functional Collaboration & Workflow Support
Certification
- Post Graduate Certificate in Financial Services
- Diploma in Office Accounting and Publishing
- Post Graduate Certificate in Career Progression for Working Professionals
Timeline
Senior Associate- Global Strategy and Operations
Gartner
05.2025 - 11.2025
Senior Executive
IndiaMART
11.2021 - 05.2025
Customer Care Executive
Teleperformance (TP)
03.2021 - 10.2021
Business Development Executive in IT Services
HashedBit Innovations
Unaacademy Educator Intern
Unacademy
M.Com -
Dr. Bhimrao Ambedkar University (DBRAU) (Formerly Agra University)
B.Com -
Dr. Bhimrao Ambedkar University (DBRAU) (Formerly Agra University)
12th - English
CBSE
10th - English
CBSE