Shaurya Kotnala

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.

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.

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)