Satish Chorat

Issue Resolution Specialist with extensive experience in learning platform support, L2/L3 case management, and senior-level escalations. Proven ability to maintain 100% SLA compliance, resolve complex incidents within defined timelines, and enhance customer experience through accurate escalation handling and stakeholder coordination.

Issue Resolution Specialist - Dow Chemicals - Navi Mumbai

(2024-01)

• Primary point of contact for all Learning Platform operations and support activities
• Maintained 100% SLA compliance for incident resolution with zero escalations
• Resolved 98% of L2 cases within defined SLA timelines
• Delivered all learning request fulfillments within 48 working hours with full SLA adherence
• Ensured accurate and timely escalation of incidents: 2 days for low priority and 1 day for high priority
• Prevented rerouting and delays by maintaining high accuracy in case handling

Senior Escalation Executive – Chairman Escalation Desk - Reliance Jio

(2023-01 - 2024-12)

• Handled cases received directly from the Managing Director of the organization
• Managed escalations received from Senior Leadership Group (SLG)
• Worked on regulatory cases from DOT/PMO, TRAI, and NCH
• Consistently achieved productivity targets while maintaining quality standards
• Closed cases within defined SLA timelines

Customer Relationship Manager – Team Coach - ICICI Lombard

(2022-01 - 2023-12)

• Prepared Root Cause Analysis (RCA) for escalation cases and audit reports related to mis-selling
• Handled higher-management escalations
• Trained new joiners and resolved operational queries
• Prepared callback and email reports and distributed to respective agents
• Improved customer satisfaction by resolving 95% of cases within 24 hours
• Coordinated with multiple stakeholders for timely case closure

Customer Relationship Manager - ICICI Lombard

(2021-01 - 2022-12)

• Handled customer queries via calls and emails
• Worked on bounce-back and query-calling cases
• Provided floor support in the absence of team leads and managers
• Trained and supported new joiners in CRT

Customer Relation Executive - Qconnect Business Solution

(2019-01 - 2020-12)

• Handled customer queries through calls
• Worked as a Subject Matter Expert (SME)

Receptionist - Rajapal Hospital

(2015-01 - 2019-12)

• Attended customer calls and scheduled appointments
• Managed patient admission and discharge processes
• Prepared final bills and handled payments
• Provided support to the TPA desk

Bachelor of Computer Application - Tilak Maharashtra Vidyapeeth (2016-01 - 2019-12)

Higher Secondary Certificate - ICLE's College (2015-01 - 2016-12)

Secondary School Certificate - Dyan Vikas Vidyalaya (2013-01 - 2014-12)