Govind Rohilla

Dedicated customer service and operations professional with over 2 years of experience in high-volume contact centers and content moderation. Proven track record of resolving complex complaints, improving service delivery, and achieving high customer satisfaction scores. Skilled in using CRM and ticketing systems to manage interactions and drive process improvements. Committed to leveraging strong problem-solving and communication skills to enhance team performance and client outcomes.

Senior Representative Operations - Concentrix Daksh Services India Pvt Ltd - Gurgaon, IN

(2025-04 - 2026-03)

• Resolved an average of 60+ customer inquiries daily via phone, email, and chat, maintaining a 95% first-contact resolution rate.
• Reduced average handle time by 12% through streamlined troubleshooting and effective use of knowledge base resources.
• Achieved a 98% customer satisfaction score (CSAT) by de-escalating high-tension complaints and providing empathetic support.
• Documented over 1,000 customer interactions per month in the CRM, ensuring 100% data accuracy for quality audits.
• Mentored 4 new hires on product knowledge and communication protocols, reducing their ramp-up time by 20%.
• Collaborated with the quality team to identify recurring issues, leading to a 15% reduction in repeat contacts.
• Processed and verified over 500 orders weekly, ensuring zero errors in payment and shipping details.
• Identified and escalated critical system bugs to the IT team, contributing to a 10% decrease in technical downtime.
• Developed a quick-reference guide for common troubleshooting steps, improving team efficiency by 10%.
• Consistently ranked in the top 10% of agents for adherence to schedule and quality scores.

Senior Process Associate - IGT Solutions Pvt Ltd - Gurgaon, IN

(2025-02 - 2025-04)

• Handled an average of 50 inbound calls daily, resolving customer issues related to account management and billing.
• Successfully upsold 3 premium service packages per week, contributing to a 5% increase in monthly revenue.
• Achieved a 90% resolution rate on first contact by utilizing advanced troubleshooting techniques.
• Maintained a 100% compliance rate with data privacy regulations during all customer interactions.
• Reduced average call hold time by 15% by proactively anticipating customer needs and preparing solutions.
• Participated in weekly process improvement meetings, suggesting 5 workflow changes that saved 10 hours of team labor monthly.
• Trained 2 junior associates on new software updates, ensuring a smooth transition with zero service disruption.
• Documented all customer feedback in the system, helping the product team identify 3 major areas for improvement.
• Achieved a 97% quality assurance score for 3 consecutive months.
• Recognized as "Associate of the Month" for exceptional performance in complaint resolution.

Teammate (Content Moderator) - Taskus India Pvt Ltd - Gurgaon, IN

(2024-04 - 2025-01)

• Reviewed and moderated over 2,000 user-generated content items daily, ensuring strict adherence to community guidelines.
• Identified and flagged 98% of inappropriate content (hate speech, violence, spam) within a 5-minute response SLA.
• Collaborated with a team of 15 moderators to maintain a 99% accuracy rate in policy enforcement.
• Trained 3 new moderators on platform-specific moderation tools and escalation procedures.
• Documented weekly trend reports on flagged content types, helping the policy team update 4 guidelines.
• Utilized moderation software to streamline review queues, improving team throughput by 18%.
• Escalated high-risk content to the legal and safety teams, contributing to a 100% compliance rate with local laws.
• Participated in calibration sessions to ensure consistent moderation decisions across the team.
• Reduced false-positive flagging rates by 10% by providing feedback on automated moderation algorithms.
• Maintained a 100% attendance record and was recognized for high productivity during peak hours.

Representative Operations - Concentrix Daksh Services India Pvt Ltd - Gurgaon, IN

(2022-08 - 2024-04)

• Handled an average of 80 customer inquiries per day via phone, email, and chat, maintaining a 92% satisfaction rating.
• Conducted follow-ups on 100% of escalated tickets, ensuring a resolution within 24 hours and a 95% closure rate.
• Monitored service quality by reviewing 20+ call recordings per week, providing actionable feedback to 5 team members.
• Utilized CRM software to track 1,500+ customer interactions, improving data retrieval time by 30%.
• Reduced average response time from 10 minutes to 4 minutes by optimizing chat workflows.
• Achieved a 90% first-contact resolution rate by mastering product knowledge for 3 key service lines.
• Processed over 300 refunds and exchanges monthly with zero processing errors.
• Assisted in training 2 new hires on CRM navigation and call scripts, cutting their onboarding time by 15%.
• Identified a recurring billing error in the system, leading to a process fix that saved the company $5,000 monthly.
• Received "Star Performer" award twice for consistent high quality and customer feedback.

Bachelor of Commerce (Hons) - Accounts - Govt PG College Safidon (2022-05)

Sr. Secondary - Accounting - New BSM Sr Sec School (2019-04)