Shaurya Kotnala
Customer Delight Officer – SME
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About
Worked as a Customer Delight Officer – SME on the Blinkit process, providing technical assistance and resolving complex technical issues for customers. Promoted to Subject Matter Expert (SME) after 3 months as a consistent top performer delivering exceptional quality and process knowledge. Top performer in CSAT (Customer Satisfaction) and AHT (Average Handling Time) metrics.
Experience
Customer Delight Officer – SME - Quampetence Pvt. Ltd.
(2025-02 - 2025-06)
- Worked as a Customer Delight Officer – SME on the Blinkit process, providing technical assistance and resolving complex technical issues for customers.
- Promoted to Subject Matter Expert (SME) after 3 months as a consistent top performer delivering exceptional quality and process knowledge.
- Top performer in CSAT (Customer Satisfaction) and AHT (Average Handling Time) metrics.
- Handled process-related queries and day-to-day support while following defined quality and operational guidelines.
- Worked across Electrical Appliances, then TWS and Premium Appliances under the boAt process, along with HOV (Apple products).
Reservation Sales Associate - Praxis Pvt. Ltd.
(2024-10 - 2025-01)
- Handled inbound reservation interactions for The Leela Hotels and assisted customers with room reservations and related queries.
- Supported the reservation process, backend emails and reservation software while maintaining professional customer communication.
- Used sales and persuasion skills to understand customer requirements and support reservation conversions.
Education
B.Com - Bachelor of Commerce - DAV PG College, Dehradun (2022 - 2025)
Class XII - CBSE - Doon International School, Dehradun (2021 - 2022)
Class X - CBSE - St. Anne's School, Dehradun (2019 - 2020)
