Dilip

Customer-focused escalation specialist with 2+ years of progressive experience in high-volume environments. Proven expertise in root cause analysis, CRM operations, and customer satisfaction improvement. Strong communicator with demonstrated ability to resolve complex issues, collaborate across teams, and maintain data security compliance. Seeking to leverage technical support and problem-solving skills at Google.

Escalation Specialist at Group Bayport (Caterpillar Signs Pvt. Ltd.) (2025-10 – Present)

Manage complex customer escalations via email and phone, achieving 95%+ resolution rate and reducing average handle time by 20%

• Manage complex customer escalations via email and phone, achieving 95%+ resolution rate and reducing average handle time by 20%
• Consistently met or exceeded daily productivity targets in fast-paced environments
• Reviewed and verified financial or service-related records with high accuracy to avoid discrepancies
• Identified recurring errors and coordinated corrective actions to prevent future invoice issues
• Achieved high accuracy and speed while reviewing and reconciling exception-based cases
• Implement process improvements that reduced escalation response time by 15% month-over-month

Sr. Assistant Coordinator at Allianz Partners India (2023-12 – 2025-10)

Provided customer care support to 500+ monthly interactions, maintaining 90%+ customer satisfaction rating

• Provided customer care support to 500+ monthly interactions, maintaining 90%+ customer satisfaction rating
• Analyzed customer feedback and service metrics to identify improvement opportunities and drive operational excellence
• Maintained detailed case records in CRM systems with zero compliance violations in data security protocols
• Coordinated with vendors and internal teams to resolve incorrect or disputed entries quickly
• Ensured all communication with vendors and internal teams was clear, professional, and well-documented
• Participated in quality assurance reviews, achieving consistently high scores on service delivery metrics

Bachelor of Arts in Arts, Entertainment, and Media Management – Indira Gandhi National Open University (2020-09 – 2025)

12th Grade in Arts/Art Studies – Central Board of Secondary Education (CBSE) (2018-04 – 2020-04)