Summary
Overview
Work History
Education
Skills
Volunteering
Timeline
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Tushar Kokiloo

Customer Experience Associate
Gurgaon

Summary

Customer Experience Strategist with a proven edge in critical escalations, RCA execution, and long-term issue resolution. Trusted by top brands to manage high-stakes complaints, automate support systems, and protect brand reputation

Overview

2
2
years of professional experience

Work History

Escalation Specialist

Zomato
04.2024 - Current
  • Promoted from Chat Associate to Core Critical Escalations Team in recognition of consistently outstanding performance, problem-solving skills, and ability to handle high-pressure, complex customer issues.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement sustainable, long-term solutions that improved customer satisfaction.
  • Enhanced operational efficiency and team productivity by promoting best practices and streamlining internal processes.
  • Recognized for delivering exceptional customer support by building strong rapport with customers, resulting in the highest number of positive brand mentions on Twitter and Instagram, driving organic engagement and brand trust.
  • Served as the primary escalation point for high-profile clients, including celebrities and influencers, resolving sensitive issues with composure, discretion, and solution-oriented communication.
  • Trained and onboarded new team members, ensuring a strong understanding of company policies, tools, and service standards to maintain consistent support quality.

Relationship Manager

Fitelo
02.2023 - 03.2024
  • Created and maintained governance reports to monitor support quality, operational metrics, and compliance with SLA benchmarks.
  • Assisted in building and optimizing the Fitelo app’s in-app chat support system, improving customer experience through streamlined communication flows.
  • Collaborated on the development and implementation of support automation workflows, reducing manual workload and improving first-response times.
  • Entrusted with overseeing Fitelo’s official complaint mailbox (care@fitelo.com), ensuring high-priority customer issues were resolved efficiently while protecting brand reputation.

Education

High School Diploma -

Government Central Basic Higher Secondary
Jammu, India
04.2001 -

High School Diploma -

St. Peter's High School
Jammu, India
04.2001 -

Skills

De-escalation techniques

Complaint investigation

Reporting and documentation

Customer relationship management (CRM)

Project management

Conflict resolution

Volunteering

Team Manager
National Service Scheme (NSS) — Jan 2021–2023

  • Lead community initiatives including blood donation drives and plantation campaigns, fostering values of dignity, humility, and national development among students.
  • Coordinate volunteer teams to support ongoing social welfare projects.

Coordinator
Muscular Dystrophy India — Nov 2021–2023

  • Manage and coordinate a team of 20+ volunteers to organize weekly performances and activities that uplift children and elderly individuals with muscular dystrophy.
  • Enhance morale and provide emotional support to beneficiaries through creative events and engagement.

Student Volunteer
Yuvraj Singh Foundation (YouWeCan) — Nov 2021–2023

  • Support cancer patients by regularly visiting hospitals and donating hair, contributing to their well-being and awareness efforts.

Fundraiser
Samvedna Senior Care — Jun 2018–Jul 2018

  • Raised ₹7,000 through door-to-door campaigns supporting senior care, awarded a medal and certificate for exceptional contribution.

Cleaning Specialist
Healing Himalayas — Jun 2022

  • Participated in a street-cleaning drive in Shimla on World Environment Day, promoting environmental awareness and plastic waste reduction.

Management Staff
Zombie Walk, Solan — Jun 2022

  • Organized a public awareness march on drug abuse, liaising with local authorities to secure permissions and ensure event success.

Timeline

Escalation Specialist

Zomato
04.2024 - Current

Relationship Manager

Fitelo
02.2023 - 03.2024

High School Diploma -

Government Central Basic Higher Secondary
04.2001 -

High School Diploma -

St. Peter's High School
04.2001 -

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Tushar KokilooCustomer Experience Associate