Kushagraa Gupta

Business and customer-focused professional with extensive experience across BPO, customer service, sales, chat support, CRM, complaint resolution, and field sales. Over the years, I have developed a strong understanding of customer needs, behaviour, business requirements, and service challenges. This experience motivated me to transition into Data Analytics, where I combine my business understanding with skills in Excel, Power BI, SQL, Python (Pandas), and Tableau to identify patterns, uncover insights, and support data-driven decision-making.

Case Manager - Allianz - India

(2022-10)

• Allianz Partners – Stellantis (Fiat/Jeep)
• Manage customer complaints and service cases from initial contact through resolution, including follow-ups, approvals, escalations and case closure.
• Coordinate with customers, dealerships and internal stakeholders to understand concerns and provide appropriate resolutions.
• Track case progress, turnaround time and recurring service issues while maintaining accurate case records.
• Handled customer concerns and complaint-resolution cases while coordinating with relevant teams for timely closure.
• Reviewed customer requirements and case details to identify suitable resolutions and maintained clear communication throughout the case lifecycle.
• Maintained case documentation, follow-ups and service records while developing a strong understanding of customer behaviour and business processes.

TSI - SPAR KROGNOS - INDIA

(2021-06 - 2021-10)

Worked on Cadbury field sales through SPAR KROGNOS, managing an assigned territory in Aligarh. Interacted with retailers to understand outlet requirements, supported product availability and visibility, and assisted with day-to-day sales execution. Developed practical understanding of retailer behaviour, customer preferences, product demand and local market conditions.

Technical Support/Customer Service Representative - Convergys - INDIA

(2018-05 - 2019-06)

Citi Bank – US Process

• Provided technical and account-related support to US banking customers, including login and access issues, account charges, transaction-related queries and dispute handling.
• Investigated customer concerns, explained account information clearly, guided customers through troubleshooting steps and escalated complex cases when required.
• Maintained accurate interaction records and developed strong problem-solving, customer service and issue-resolution skills.

Chat Support Representative - Teleperformance - India

(2016-02 - 2018-03)

Supported customers for the Uber US process through chat, handling account-related queries, service issues and customer concerns. Identified customer requirements, provided appropriate resolutions and maintained clear communication throughout each interaction. Supported operational activities and developed a strong understanding of customer behaviour, service expectations and recurring issue patterns.

Commerce - CSJM University