Open to opportunities

Apurva Arora

@apurvaarora

Message

Customer support and escalation specialist driving fast resolutions and retention.

India

Message

What I'm looking for

I’m looking for a role where I can own customer escalations and service delivery, stay accountable to SLAs, and use RCA and process improvement to raise CSAT while collaborating cross-functionally to resolve complex issues quickly.

I’m a customer support, customer experience, and escalation management professional with 7+ years of experience resolving high-priority issues while maintaining service quality and SLA compliance. I handle executive escalations, complaint and dispute resolution, and end-to-end operational workflows including merchant onboarding, KYC verification, order management, warranty support, and insurance support.

I’ve worked across tools like Zendesk, Freshdesk, Zoho CRM, Sprinklr, and SmartAssist, using ticketing and CRM management to improve outcomes. In prior roles at Lenskart, I supported complex escalations and conducted RCA to implement corrective actions—improving operational turnaround time by 40% through process optimization.

Experience

Work history, roles, and key accomplishments

Merchant Onboarding & Escalation Specialist

DotPe Private Limited

Mar 2025 - Jan 2026 (10 months)

Managed end-to-end merchant onboarding and activation processes, including KYC verification and compliance reviews. Resolved high-priority merchant escalations while maintaining SLA compliance and coordinating with cross-functional teams to accelerate approvals.

Merchant Onboarding KYC Compliance Review Escalation Management SLA Management Cross functional Coordination Stakeholder Management

Product & Order Investigation Specialist

ShopClues

Jun 2024 - Jan 2025 (7 months)

Investigated customer complaints, refund disputes, and delivery-related issues. Performed fraud-risk assessments and collaborated with logistics and operations teams to resolve escalated cases.

Refunds Fraud Risk Assessments Dispute Resolution Logistics Coordination

Senior Executive – Offline Business Ops

Lenskart

Apr 2022 - Apr 2024 (2 years)

Supported domestic and international operations, including order fulfillment, warranty claims, insurance support, and customer escalations. Improved operational turnaround time by 40% through process optimization initiatives.

Operations Management order fulfillment Warranty Claims Insurance Support Customer Escalation Process Optimization Operational Efficiency

Senior Exec – CX Escalation Mgmt

Lenskart

Feb 2020 - Apr 2022 (2 years 2 months)

Managed CEO-level and executive customer escalations and resolved complex complaints through email, ticketing, and CRM platforms. Conducted RCA and implemented corrective actions to improve service quality.

Escalations Customer Experience Email Support Ticket Management CRM Management Service quality

Customer Escalation Specialist

Tech Mahindra (Flipkart Process)

Sep 2018 - Oct 2019 (1 year 1 month)

Managed escalated customer issues related to orders, refunds, and deliveries while maintaining high customer satisfaction and SLA adherence. Handled customer escalation workflows to ensure timely resolution.

Customer Escalation SLA Management Customer Satisfaction Ticket Management