Himanshu Rathore

Results-driven Operations and Customer Success Professional with comprehensive experience spanning E-commerce, Supply Chain Operations, Banking Operations, Logistics Coordination, and Healthcare Support. Proven expertise in end-to-end Order Lifecycle Management, Inventory Planning, Vendor Coordination, and advanced Customer Relationship Management utilizing Salesforce CRM. Adept at handling complex customer escalations, managing credit disputes, and streamlining logistics workflows to ensure operational excellence.

Advanced proficiency in Microsoft Excel (including XLOOKUP, Pivot Tables, and Interactive Dashboards) with a strong track record of generating detailed MIS reports and actionable data insights. Recognized for strong stakeholder management, cross-functional collaboration, and the ability to optimize business processes to deliver exceptional post-sales support.

Senior Customer Service Executive - Santander Bank / iEnergizer IT Services Pvt. Ltd

(2025-08)

• Managed credit-related claims, disputes, and Credit Bureau Reports (CBR) for vehicle loans via Salesforce CRM, ensuring absolute adherence to banking policies and high data accuracy across customer account documentation.
• Resolved complex international banking customer escalations within established service level agreements (SLAs) to restore customer trust and protect brand reputation.
• Leveraged Salesforce Service to log, track, and maintain comprehensive documentation of customer interactions, reducing average handle times through streamlined execution and clean data entry.
• Partnered with internal banking teams and cross-functional stakeholders to accelerate the timeline for issue resolution and maintain customer satisfaction standards.
• Executed soft collection activities and structured payment arrangements by securing firm promise-to-pay (PTP) commitments from vehicle loan clients while delivering empathetic support.
• Directed multichannel customer communications across inbound voice, chat, and email avenues to deliver comprehensive problem-solving and financial account guidance.

E-Commerce Operations Executive - Vivo Mobile India Pvt Ltd

(2022-06 - 2025-02)

• Managed the end-to-end lifecycle of e-commerce orders—spanning initial order verification, payment confirmation, real-time tracking, cancellations, replacements, returns, and refunds.
• Supervised inventory availability and coordinated order allocation protocols to prevent stockouts and support seamless website operations.
• Tracked shipments and resolved fulfillment bottlenecks through daily coordination with logistics, warehouse facilities, and third-party delivery partners to ensure on-time order distribution.
• Handled advanced post-sales customer support escalations via Salesforce, phone, and live chat platforms to resolve ordering errors and checkout friction.
• Engineered automated MIS reporting dashboards and operational track-sheets utilizing advanced Excel functions including XLOOKUP, Pivot Tables, and deep data analysis to deliver clear business insights.
• Supported website frontend operations, product catalog updates, promotional campaign deployments, and secure online payment resolution pipelines.
• Managed operations calendars, localized event scheduling, and resource coordination to support live-streaming product launches and on-site brand events.
• Collaborated actively with sales, marketing, warehouse, and customer success business units to optimize cross-functional workflows and increase supply chain efficiency.

Customer Service Executive - Pathline Lab Pvt Ltd

(2021-04 - 2022-06)

• Managed billing, cash handling, and payment collection activities.
• Registered patient details and COVID-19 test information on government portals.
• Assisted patients with appointment scheduling and test bookings.
• Provided customer service and resolved queries related to laboratory services and test reports.
• Maintained accurate records and ensured timely data entry.
• Coordinated with healthcare staff to support smooth laboratory operations.

Bachelor of Commerce - Commerce - Singhania University (2021)