Ankit Goyal

Customer-focused and empathetic professional with 4+ years of experience in customer care, operations, and relationship management. Skilled at handling queries, resolving complaints, and ensuring customer satisfaction through clear communication and problem-solving. Experienced in team management, order processing, and reporting, with a proven ability to build trust, improve customer retention, and streamline service operations.

Manager – Customer Relations & Operations - Toocool Products - Ahmedabad, India

(2019-04)

• Lead customer support operations across phone, chat, and email.
• Managed a team handling customer inquiries, complaints, and escalations to ensure timely resolution.
• Oversaw order management, returns, and refund processes, ensuring smooth post-purchase experience.
• Built and maintained long-term customer relationships, improving retention and repeat sales.
• Analyzed customer feedback and sales data to enhance service quality and operations.
• Maintained accurate records on MS Excel and reports for tracking queries and service efficiency.

B.Tech (Honors) - Computer Science - AEC (Sharda Group of Institutions) (2014 - 2018)

Senior Secondary - CBSE - St. QueenMary's Public School, Agra (2014)