Rupesh Mishra
SENIOR CUSTOMER SUPPORT PROFESSIONAL - Customer Experience Leader | Team Manager | Process Excellence
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About
Results-driven Senior Customer Support Professional with 4+ years of experience leading and coaching high-performing support teams in fast-paced, high-volume environments. Skilled in customer experience excellence, issue resolution, escalation management, and SLA adherence. Proven ability to drive customer satisfaction, optimize support operations, and deliver measurable results. Committed to building strong customer relationships and ensuring world-class support aligned with business goals.
Experience
Senior Coordinator – Inside Sales | Acting Team Lead - Volvo Cars (Allianz Partner) - Gurgaon
(2023-09)
Leading a 10-member inside sales and support team to handle inbound and outbound customer interactions related to luxury vehicles.
- Manage end-to-end customer support including inquiries, complaints, and product information via phone, email, and chat.
- Ensure first contact resolution and customer satisfaction by addressing concerns efficiently and empathetically.
- Monitor team performance against SLA, CSAT, and quality benchmarks.
- Conduct daily huddles, 1:1s, and coaching sessions to enhance team capabilities.
- Handle escalations and provide solutions for complex customer issues.
- Generate MIS reports and insights to improve customer support operations.
Senior Coordinator – Sales Operations - Volvo Cars (Allianz Partner) - Gurgaon
(2025-01 - 2025-06)
- Supported customer experience governance, workflow planning, and SLA adherence.
- Worked closely with cross-functional teams to resolve customer issues.
Sales Executive - Volvo Cars (Allianz Partner) - Gurgaon
(2023-09 - 2024-12)
- Handled customer inquiries and provided accurate information on luxury vehicles.
- Assisted in test drives, bookings, and post-sales support.
- Maintained customer records and ensured timely follow-ups.
Team Leader - Automechanics Pvt. Ltd.
(2023-06 - 2023-08)
- Led a team to ensure timely customer service and operational efficiency.
- Managed customer queries, complaints, and service follow-ups.
Customer Relationship Officer - Magicbricks Pvt. Ltd. - Noida
(2021-04 - 2022-05)
- Handled customer inquiries and complaints via calls and emails.
- Ensured customer satisfaction through timely issue resolution and follow-ups.
Education
BBA - Sales & Marketing - Mangalmay Institute of Management & Technology, CCSU, Meerut
