Reading Novels
VIDHI KAPOOR
Customer service Manager
Gurg
Summary
Dynamic Customer Experience & Service Manager with 5+ years of expertise in customer service governance, escalation management, and stakeholder engagement. Skilled in leading cross-functional teams with agility to resolve high-impact issues, drive process excellence, and implement automation-driven solutions for efficiency. Recognized for enhancing customer satisfaction, managing VIP accounts, and applying strong process knowledge across industries including mobility, healthcare, and finch. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Service & Operation Manager
Baaz Bike(Electorq Technologies Pvt. Ltd.)
Gurgaon
02.2025 - 07.2025
- Led end-to-end governance for VIP customer journeys, ensuring seamless service delivery.
- Directed a support team addressing escalations, refunds, and IoT-related machine performance issues.
- Collaborated with stakeholders across field operations, technical, and product teams to drive issue resolution.
- Designed automation-led reporting dashboards to monitor call volumes, quality scores, and customer feedback.
- Conducted training sessions to strengthen SOP compliance and team agility.
- Enhanced cross-departmental communication to streamline operations.
- Managed a team of 28 agents, overseeing escalations and workflow to ensure smooth operations and timely resolutions.
- Monitored team performance, provided coaching, and implemented best practices to enhance service quality and customer satisfaction Managed and motivated employees to be productive and engaged in work.
Escalation Specialist
Spinny
Gurgaon
08.2023 - 06.2024
- Handled escalations with process knowledge and governance frameworks, maintaining CSAT >95%.
- Partnered with stakeholders to conduct RCA audits and drive continuous improvement.
- Ensured policy compliance and identified automation opportunities to optimize resolution timelines.
- Documented and analyzed escalations for insights into customer pain points.
- Championed conflict resolution and stakeholder alignment across functions.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Monitored team performance, provided guidance, and implemented best practices to enhance service quality and process compliance.
Senior Complaint Executive
Pristyn Care
Gurgaon
09.2020 - 07.2023
- Managed complex complaints across social media, calls, and emails with agility and ownership.
- Promoted for excellence in handling high-value patient escalations and stakeholder communication.
- Maintained structured documentation to strengthen governance and traceability.
- Applied conflict resolution strategies for effective redressal.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Led a team of agents by overseeing their escalations, guiding workflow, and ensuring smooth complaint resolution.
- Monitored team performance and provided support to improve process compliance and service quality.
Senior Sales Executive
Policybazaar.com
Gurgaon
06.2018 - 08.2020
- Consulted customers to understand financial needs and suggested suitable investment/insurance products.
- Generated and converted leads through calls, referrals, and client meetings.
- Achieved monthly sales targets by upselling and cross-selling investment policies.
- Maintained client records and follow-ups using CRM tools.
- Ensured smooth policy issuance, renewals, and post-sales service.
- Built long-term client relationships to drive revenue and retention.
- Facilitated relationships with target accounts through implementation of proven networking methods.
Quality Analysis Intern
Tetherfi Technology Pvt. Ltd.
Gurgaon
07.2017 - 03.2018
- Supported the implementation of new quality management systems, leading to increased efficiency and productivity within the organization.
- Conducted manual and automation testing (Selenium, J Meter) to validate product quality.
- Applied governance in bug tracking, regression testing, and SQL-based backend validation.
- Collaborated with development teams to ensure agility in defect resolution.
Education
B.Tech - Computer Science
Himachal Pradesh Technical University
Shimla 04.2001 -
No Degree - Class XII
JKBOSE
Jammu 04.2001 -
Skills
Customer Experience & Escalation Governance
Stakeholder Engagement & Relationship Management
Process Knowledge & Compliance Auditing
Agility in Cross-Functional Operations
Automation & Data-Driven Reporting
Conflict Resolution & Negotiation
CRM & IVR Tools (Salesforce, LeadSquare, Ozonetel, Ameyo)
AI & ChatGPT Tools for Workplace Productivity
Strategic planning
Team leadership
Decision-making
Time management
Operations management
Interests
Sketches
Travelling
Hobbies
Sketching: Developed strong creativity and attention to detail through regular artistic practice
Traveling: Enhanced adaptability and cultural awareness by exploring diverse environments.
Reading Novels: Strengthened communication skills and broadened perspective through extensive reading.
Timeline
Customer Service & Operation Manager
Baaz Bike(Electorq Technologies Pvt. Ltd.)
02.2025 - 07.2025
Escalation Specialist
Spinny
08.2023 - 06.2024
Senior Complaint Executive
Pristyn Care
09.2020 - 07.2023
Senior Sales Executive
Policybazaar.com
06.2018 - 08.2020
Quality Analysis Intern
Tetherfi Technology Pvt. Ltd.
07.2017 - 03.2018
B.Tech - Computer Science
Himachal Pradesh Technical University
04.2001 -
No Degree - Class XII
JKBOSE
04.2001 -
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