Kshitij Arora

Customer-focused and performance-driven professional with extensive experience in customer support, communication strategy, and process improvement. Previously associated with Eternal, where I managed chat and email operations, conducted quality checks, and contributed to multiple organizational projects. Skilled in analyzing customer behavior, enhancing satisfaction metrics, and driving initiatives that strengthen operational efficiency and brand reputation.

Associate at Eternal (2024-08 – 2025-10)

• Delivered exceptional customer support via chat and email, ensuring quick resolutions and maintaining a high satisfaction rate.
• Conducted in-depth data reviews to identify customer trends and recommend service improvements.
• Played a key role in several organizational projects such as VIP Mode, Top Customer Experience, and Merchant Information Gathering.
• Supported internal process optimization through feedback implementation and team collaboration.
• Contributed to communication enhancement initiatives and quality assessment for improved performance outcomes.

Content Writer at Hamari Pahchan (2023-02 – 2023-03)

• Created compelling and audience-centric content aligned with the organization's goals.
• Collaborated with mentors to refine writing style and tone for diverse readers.
• Developed impactful written materials that promoted awareness and engagement.

Diploma in Micro-finance and Entrepreneurship – Banaras Hindu University (2021 – 2023)

Bachelor of Commerce – School of Management Sciences (2018 – 2022)