Open to opportunities

Gajanan User

@gajananuser

Message

Customer-focused support professional with quality assurance expertise.

India

Message

What I'm looking for

I seek a customer-centric role in a BPM/BPO environment where I can apply support and QA skills, contribute to process improvements, and grow into leadership while delivering exceptional customer experiences.

I am a customer-focused professional with hands-on experience in customer support and quality analysis within BPO environments, delivering empathetic and professional service across inbound, outbound and email channels. I consistently maintained a 90%+ satisfaction rate, used Freshdesk CRM to manage high ticket volumes, and documented interactions with timely follow-ups.

I have performed quality audits and provided actionable feedback that improved resolution accuracy and call quality, and I proactively created an EMI calculator to enhance customer experience—demonstrating problem-solving and cross-functional initiative beyond my core role.

Experience

Work history, roles, and key accomplishments

Customer Service Executive

FPL Technologies Onecard

Feb 2023 - Apr 2025 (2 years 2 months)

Handled inbound, outbound and email customer queries with professionalism and empathy, resolving product and account-related issues to maintain a 90%+ satisfaction rate and ensuring timely follow-ups and accurate documentation.

Customer Support Freshdesk Email Support Ticketing Documentation Product Knowledge Multitasking

Quality Analyst

Talent Edge (UpGrad)

Sep 2022 - Dec 2022 (3 months)

Audited customer interaction tickets for quality assurance, provided detailed feedback to agents to improve call quality and resolution accuracy, and collaborated with team leads to enhance customer experience strategies.

Quality Assurance Customer Experience Resolution Accuracy Collaboration Reporting