Gourav Singh

I’m a results-driven Customer Service Executive with over 2 years of professional experience supporting customers in international e-commerce and fast-paced digital delivery environments.

I focus on high-volume email support, handling refunds, account tracking, and delivery logistics while maintaining strict SLA compliance. I aim to consistently achieve CSAT and First Contact Resolution (FCR) targets through clear, empathetic communication.

When cases get complex, I investigate customer complaints and coordinate with backend logistics and finance teams to drive efficient resolutions. I also draft precise, professional, well-structured email responses aligned to strict brand guidelines.

Previously, as a Customer Support Associate in the Zomato process, I handled real-time order tracking, cancellations, refunds, and delivery partner coordination. I used internal CRM tools to update account records, log feedback, and route unresolved escalations while supporting quality during peak rush periods.