Hemanta Gurung
CUSTOMER EXECUTIVE & SERVICE DELIVERY CONTROLLER
Hire this person
Send a job offer directly to this candidate
About
Dedicated and proactive customer service professional with over 4 years of experience in handling customer escalations, high-volume queries, service delivery and issue resolution. Experienced in coordinating with service-centre and field teams, monitoring customer satisfaction, supporting delivery operations, and maintaining strong customer relationships. Skilled in SAP CRM, Salesforce and Kapture, with strengths in communication, escalation handling, reporting, team support and process improvement.
Experience
Customer Service Desk & Delivery Controller Officer - TATA CROMA
(2024)
- Lead customer service and delivery operations with a strong focus on CSAT improvement, quality service and timely resolution of customer issues.
- Handle customer escalations and high-volume queries, providing fast and effective solutions while maintaining customer satisfaction.
- Coordinate with SVC teams and field operations to streamline service activities, reduce turnaround times and enhance service quality.
- Use SAP CRM, Salesforce and Kapture for ticketing, workflow tracking and performance reporting.
- Support service delivery excellence, field coordination and issue resolution for customer appliances and electronics.
- Contribute to New Store Opening activities, supporting service-operation setup, staff readiness and customer experience during launch phases.
- Serve as a Safety Champion by promoting workplace safety, conducting audits and supporting compliance with safety guidelines.
- Train, mentor and support customer service and delivery teams to improve communication, productivity and customer satisfaction.
- Collaborate with operations, logistics and field-service teams to ensure seamless delivery and customer support.
Customer Service Executive - ADITYA SERVICES
(2021 - 2024)
- Managed customer queries, complaints and service-related issues with a focus on timely and accurate resolution.
- Supported customer-service operations and maintained effective communication with customers and service teams.
- Worked in a high-volume customer service environment, developing strong communication, issue-resolution and customer-handling skills.
Education
Bachelor of Commerce (B.Com) - Accounting Honours - ST. ANTHONY’S COLLEGE (2021)
Higher Secondary / Class XII - Commerce Stream - GORKHA PATHSHALA HIGHER SECONDARY SCHOOL (2018)
Matriculation / Class X - GORKHA PATHSHALA
