Tarun Chauhan

Detail-oriented and results-driven Customer Support Executive with 6+ years of progressive backend operations experience across CRM platforms, ticket lifecycle management, SLA compliance, and multi-channel support environments. Hands-on expertise in Salesforce CRM, Zendesk, and Skyspeed Navigate GDS for end-to-end case creation, tracking, and resolution. Consistent top performer with a 4.8/5 CSAT at AIonOS, 8.5/10 CSAT at Aptara, and 95% satisfaction at Tech Mahindra.

Proven ability to manage high-volume queues, build internal knowledge bases, handle escalations, and drive process improvements — all while maintaining zero SLA breaches and full data integrity across regulated and premium client environments.

Associate – Backend Operations & Customer Support at AIonOS India Private Limited (2026-01 – 2026-05)

• Managed end-to-end backend case lifecycle for 40–50 inbound customer queries daily on behalf of IndiGo Airlines, covering domestic and international flight ticketing — consistently achieving a 4.8/5 CSAT score.
• Operated Salesforce CRM as the primary backend tool to create, categorise, assign, and close customer cases in real-time, maintaining zero SLA breaches and a clean case backlog.
• Utilised Skyspeed Navigate GDS for backend ticket creation, PNR management, booking itinerary confirmation, and e-ticket issuance for codeshare airline partners — ensuring accuracy across complex multi-sector international journeys.
• Coordinated with operational teams to resolve backend discrepancies in booking data, applying structured root-cause analysis to prevent repeat issues and improve first-contact resolution rates.
• Maintained strict compliance with airline and regulatory SOPs, ensuring all backend records were accurately documented and audit-ready at all times.

Backend Support Representative – CRM & Ticket Management at Aptara Corp Pvt. Ltd (2022-11 – 2025-04)

• Owned full ticket lifecycle management for 10+ daily support cases via Zendesk, consistently delivering sub-24-hour resolution and maintaining an 8.5/10 CSAT score over 2.5 years.
• Performed backend investigation and resolution of ActiveCampaign platform issues including email deliverability failures, SPF/DKIM/DMARC misconfigurations, and sender reputation degradation — with full root-cause documentation in CRM.
• Built and maintained a comprehensive internal knowledge base of SOPs, troubleshooting guides, and resolution articles — directly reducing repeat ticket volume and improving team-wide resolution efficiency.
• Leveraged CRM workflows and case segmentation to categorise, prioritise, and escalate issues appropriately, ensuring critical tickets received immediate backend attention within defined SLA windows.
• Identified recurring failure patterns through backend data analysis and proactively flagged systemic issues to the product team, contributing to platform-level fixes that reduced overall support volume.

Customer Relations Representative – Backend CRM Operations at Conneqt Business Solutions Limited (2021-09 – 2022-08)

• Provided backend support for 20–30 daily inbound queries from licensed aviation professionals (pilots) via the eGCA government portal, accurately logging and tracking all cases in the designated CRM system.
• Ensured 100% data integrity across all customer records — maintaining precise entry of case details, resolution notes, and follow-up actions in compliance with regulatory and operational standards.
• Handled escalated queries end-to-end, coordinating with backend teams to investigate, resolve, and close cases within stipulated SLA timelines without supervisor intervention.
• Contributed to queue management and workflow optimisation, helping maintain consistent service levels during high-volume periods by prioritising cases based on urgency and compliance sensitivity.

Customer Service Executive – Backend Complaint Resolution at Tech Mahindra (2019-04 – 2019-10)

• Resolved 30+ backend complaints daily for Flipkart's e-commerce platform — managing order disputes, refund processing, and delivery escalations — achieving a personal 95% CSAT score.
• Conducted structured backend complaint analysis to identify root causes of recurring order issues, documenting findings and recommending process changes that demonstrably reduced repeat complaint rates.
• Updated and maintained CRM records for every interaction, ensuring complete audit trails for all resolved and escalated cases in line with Flipkart's quality and compliance requirements.

Bachelor of Commerce in B.Com – Swami Vivekanand Subharti University (2017 – 2020)

Software Engineering Diploma – NIIT (2013 – 2015)

Senior School Certificate in XII – Maharishi Vidya Mandir School (2012)

Secondary School Certificate in X – Maharishi Vidya Mandir School (2010)