Rahul Shrivastava

Dedicated and customer-focused Customer Support Executive with 7 years of experience delivering exceptional customer service through phone, email, and chat support. Skilled in resolving customer queries, handling complaints, managing escalations, and maintaining high customer satisfaction (CSAT). Proficient in CRM tools, ticket management systems, and Microsoft Office.

Strong communication, problem-solving, and multitasking abilities with a proven track record of meeting KPIs, improving customer experience, and working effectively in fast-paced environments.

Customer Support Representative & Team Lead - Arsh Buildwell Pvt Ltd - Delhi NCR

(2022-12)

Key Responsibilities (across roles)

• Handle customer queries via phone, email, chat, and other communication channels, resolving complaints efficiently while maintaining high CSAT.
• Manage complex and escalated customer issues, ensuring timely resolution and end-to-end follow-up with relevant departments.
• Mentor, coach, and support junior customer support executives; monitor team performance against SLAs and KPIs.
• Maintain accurate customer records in CRM systems and coordinate with cross-functional teams to resolve concerns.
• Identify process improvement opportunities to enhance the overall customer experience.
• Prepare reports on customer feedback, service metrics, and issue trends for management review.
• Ensure compliance with company policies and quality standards; handle retention through effective solutions.
• Assist in training new employees on products, processes, and customer service best practices.

Support Executive – Voice Profile - Tech Mahindra Business Pvt Ltd

(2021-07 - 2022-11)

Key Responsibilities (across roles)

• Handle customer queries via phone, email, chat, and other communication channels, resolving complaints efficiently while maintaining high CSAT.
• Manage complex and escalated customer issues, ensuring timely resolution and end-to-end follow-up with relevant departments.
• Mentor, coach, and support junior customer support executives; monitor team performance against SLAs and KPIs.
• Maintain accurate customer records in CRM systems and coordinate with cross-functional teams to resolve concerns.
• Identify process improvement opportunities to enhance the overall customer experience.
• Prepare reports on customer feedback, service metrics, and issue trends for management review.
• Ensure compliance with company policies and quality standards; handle retention through effective solutions.
• Assist in training new employees on products, processes, and customer service best practices.

Chat Support Representative - Amazon Service Pvt Ltd

(2019-12 - 2021-02)

Key Responsibilities (across roles)

• Handle customer queries via phone, email, chat, and other communication channels, resolving complaints efficiently while maintaining high CSAT.
• Manage complex and escalated customer issues, ensuring timely resolution and end-to-end follow-up with relevant departments.
• Mentor, coach, and support junior customer support executives; monitor team performance against SLAs and KPIs.
• Maintain accurate customer records in CRM systems and coordinate with cross-functional teams to resolve concerns.
• Identify process improvement opportunities to enhance the overall customer experience.
• Prepare reports on customer feedback, service metrics, and issue trends for management review.
• Ensure compliance with company policies and quality standards; handle retention through effective solutions.
• Assist in training new employees on products, processes, and customer service best practices.

B.Tech - Electronics & Communication Engineering - ITM University, Gwalior (2011 - 2018)

Senior Secondary - MP Board of Education (2010 - 2011)

High School - MP Board of Education (2008 - 2009)