Zoho
Vinayak Bhardwaj
Customer Success & Escalation Specialist | 6+ Years in Customer Service, Sales, Logistics & ORM | Driving Engagement & Operational Excellence
New Delhi,New delhi
Summary
Experienced Senior Representative with a proven track record of success in customer-centric roles spanning over 6 years. Specializing in customer service, escalation handling, sales, operations, logistics, social media, and online reputation management. Currently leading efforts to improve customer engagement strategies for top gaming and opinion applications. Dedicated to improving customer experiences, optimizing operational efficiencies, and increasing brand visibility through strategic communication and high-quality support services.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
2
2
Languages
2
2
Certificates
Work History
Senior Escalation & Customer Engagement Associate
Lunarbounds.com
01.2025 - Current
- Company Overview: Product: YESNO.com (Opinion Gaming App) and SG11 (Fantasy Gaming App)
- Resolved high-volume user queries via chat, email, and calls with efficiency and empathy.
- Supported users with account setups, troubleshooting, deposits, withdrawals, and prediction event issues.
- Collected user feedback to enhance app usability and features.
- Logged user issues for training, improvements, and cross-functional resolution.
- Stayed up to date on app features and policy updates for accurate assistance.
- Product: YESNO.com (Opinion Gaming App) and SG11 (Fantasy Gaming App)
NDR Operations & ORM Specialist
Portronics Digital Pvt. Ltd.
02.2024 - 01.2025
- Handled escalations related to undelivered orders and customer complaints.
- Managed social media reviews, user engagement, and ORM workflows.
- Liaised with logistics and operations teams to streamline resolutions.
- Escalation Management
- CRM & Chat Support Tools
- Email, Chat, & Voice Handling
- Social Media & ORM Management
- Policy Adherence & Workflow Optimization
- Gaming/App-Based Customer Support
- Agile & Customer Experience
Advisor II - Transaction Processing
Concentrix Services India Pvt. Ltd.
10.2021 - 01.2024
- Handled transaction reviews and social media content moderation.
- Ensured adherence to media guidelines and safety protocols.
Logistics Associate
Lalamove India Private Limited
05.2019 - 08.2021
- Planned delivery schedules, monitored stock levels for inventory management, ensured timely product distribution, and tracked orders for safe arrival.
Senior Associate
Bright Life Care India Pvt. Ltd.
12.2018 - 05.2019
- Planned delivery schedules, monitored stock levels for inventory management, ensured timely product distribution, and tracked orders for safe arrival.
Sales & Support Executive
Concentrix Technology India Private Limited
12.2017 - 12.2018
- Served as the primary liaison for high-value clients, managing sales-related inquiries.
- Worked collaboratively with diverse teams to guarantee efficient problem solving.
Education
BA - Humanities, Banking & Insurance, Human Rights, Gender & Environment
Delhi University
01.2015 - 01.2019
Skills
Customer Service Excellence
Timeline
Senior Escalation & Customer Engagement Associate
Lunarbounds.com
01.2025 - Current
NDR Operations & ORM Specialist
Portronics Digital Pvt. Ltd.
02.2024 - 01.2025
Advisor II - Transaction Processing
Concentrix Services India Pvt. Ltd.
10.2021 - 01.2024
Logistics Associate
Lalamove India Private Limited
05.2019 - 08.2021
Senior Associate
Bright Life Care India Pvt. Ltd.
12.2018 - 05.2019
Sales & Support Executive
Concentrix Technology India Private Limited
12.2017 - 12.2018
BA - Humanities, Banking & Insurance, Human Rights, Gender & Environment
Delhi University
01.2015 - 01.2019
Certification
Agile Project Management (HP), Mastering agile methodologies for efficient project execution
Software
Microsoft Dynamics 365
Zendesk
Freshdesk
Magento
Languages
Hindi
Upper intermediate (B2)
English
Intermediate (B1)
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 10 staff members.
Disclaimer
I confirm that the information in this resume is accurate and authorize verification.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information
Date of Birth: 07/07/94
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsCareer advancementTeam Building / Company RetreatsPaid sick leavePersonal development programsAffiliations
- NA
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
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