Open to opportunities

Amit Gangwar

@amitgangwar

Message

I resolve complex customer disputes across email, chat, and phone.

India

Message

I've resolved complex credit report dispute tickets for partner banking institutions at Tech Mahindra Limited on the TransUnion CIBIL process, consistently meeting SLA, AHT, and First Contact Resolution targets. I document customer interactions accurately in CRM and tracking systems while supporting customers across email, chat, and phone.

Previously, I delivered omnichannel support at Cogent E-Services and worked as a Subject Matter Expert at DR ITM, handling escalations, guiding junior associates, and improving workflows to support customer retention.

Experience

Work history, roles, and key accomplishments

Customer Support Executive

Tech Mahindra Limited

Aug 2023 - Jan 2026 (2 years 5 months)

Managed and resolved complex credit report dispute tickets for partner banking institutions via email channels. Achieved top-tier SLA compliance, AHT, and FCR targets while documenting interactions in CRM.

Dispute Resolution CRM Ticketing Software SLA Management Email Support Customer Service

Customer Service Associate

Cogent E-Services Private Limited

Dec 2022 - Aug 2023 (8 months)

Delivered omnichannel customer support, addressing inquiries and resolving complaints within defined timelines. Maintained high CSAT and QA scores through empathetic communication.

Customer Service Email Support Live Chat Phone Support CSAT Quality Assurance

Subject Matter Expert (SME)

DR ITM

Oct 2021 - Nov 2022 (1 year 1 month)

Handled escalated customer complaints, guided junior associates, and maintained quality standards. Collaborated with internal teams to streamline workflow procedures and boost customer retention.

Escalation Handling Quality Assurance Process Improvement Customer Retention