Ayush

Customer-focused professional with experience in e-commerce and customer support, specializing in escalation handling, complex case investigation, customer communication, and cross-functional coordination. Experienced as an L2 Escalation Desk Expert handling high-priority laptop and electronic-product cases, coordinating with brands and internal teams, and supporting business requirements in fast-paced environments. Strong ability to manage customer flows, handle frustrated customers professionally, meet productivity targets, and maintain service quality and customer satisfaction.

L2 Expert – Escalation Desk | E-commerce Process at TELEPERFORMANCE (2025-06 – 2026-06)

• Handled high-priority e-commerce escalations involving laptops and electronic products.
• Worked as an L2 escalation specialist for cases requiring resolution beyond initial support.
• Coordinated with brands and relevant stakeholders to drive resolution of complex cases.
• Managed outbound customer interactions for high-priority cases and provided timely updates.
• Communicated with frustrated customers and handled escalated conversations professionally and empathetically.
• Provided accurate case updates and resolutions while maintaining a strong customer experience.
• Managed customer flows and supported business requirements in a high-volume environment.
• Maintained productivity of 70+ cases per day while meeting defined quality standards.
• Worked closely with internal teams and external stakeholders to resolve customer issues effectively.
• Maintained performance across AHT, CSAT, Quality, Productivity, Adherence, and RR.
• Demonstrated ownership of escalated cases from investigation through resolution.
• Maintained professional communication while working with clients and business stakeholders.

Customer Support – Amazon Process at HEXAWARE TECHNOLOGIES (2024-06 – 2024-12)

• Handled inbound customer interactions for the Amazon e-commerce process.
• Assisted customers with high-value product-related concerns and service issues.
• Managed customer transfers while maintaining customer satisfaction.
• Coordinated with internal teams to resolve escalated customer issues.
• Maintained professional communication during complex customer interactions.
• Worked collaboratively with team members to maintain workflow and service standards.
• Managed customer flow efficiently during high-volume periods.
• Maintained performance across AHT, Transfer Rate, CSAT, RR, Adherence, and Quality.
• Focused on providing accurate resolutions while maintaining customer satisfaction.
• Maintained effective communication with internal stakeholders for timely issue resolution.

Bachelor of Business Administration (BBA) – Barkatullah University (2022 – 2025)

Higher Secondary (Class XII) – Madhya Pradesh Board (2022 – 2022)

Secondary (Class X) – Madhya Pradesh Board (2020 – 2020)