Rohit Kumar j

Customer service professional with 3 years of experience across Alorica and WNS, supporting customers, handling service-related queries, and working toward timely and accurate resolutions. Experienced in Tier 2 email escalation handling at Alorica, with a focus on clear written communication, issue ownership, and customer satisfaction.

Customer Service Executive at WNS

• Responded to customer queries through assigned support channels and provided clear, professional assistance.
• Investigated service issues, documented details, and followed established procedures to resolve cases.
• Escalated complex or unresolved concerns to the appropriate team and followed up for timely closure.
• Maintained accurate customer records while following quality, process, and customer-service standards.

Customer Service Executive / Tier 2 Email Escalations at ALORICA

• Handled customer service requests in line with company processes and service standards.
• Worked as a Tier 2 resource for email escalations, reviewing complex concerns and coordinating appropriate resolutions.
• Drafted professional email responses and ensured customer issues were documented accurately.
• Reviewed escalated cases, identified next steps, and coordinated with relevant teams when required.
• Focused on resolution quality, customer satisfaction, and turnaround-time expectations.

Bachelor of Computer Applications (BCA)