Jalandhar Bhoi
@jalandharbhoi
Senior Customer Support Executive at JioMart – Reliance Retail, resolving customer escalations while maintaining 98% CSAT and 120% productivity.
IndiaWhat I'm looking for
At JioMart / Reliance Retail – Reliance Industries Ltd., I handled customer queries and escalations about orders, deliveries, payments, refunds, returns, accounts, and products. I maintained 98% CSAT and 120% productivity.
I managed cases through CRM, Kapture, OMS, and Ninja, keeping case updates and resolution records accurate. For complex issues, I investigated order, transaction, and account information and coordinated with internal teams.
I supported prepaid and COD payment and refund processes, including bank-detail verification and payment discrepancies. I also handled return and refund cases involving 3P returns, RVP processes, and non-returnable products, following defined SOPs.
I coordinated with Logistics, Finance, Marketing, and Supply Chain teams to resolve escalations. I also maintained Excel trackers for pending and resolved cases, verification activities, productivity, and follow-ups.
Experience
Work history, roles, and key accomplishments
Customer Experience Management • Escalation Handling • SLA Compliance • CRM Operations • Cross-Functional Coordination • Process Improvement • Team Support & Mentoring • Stakeholder Communication • Quality Assurance • Service Excellence
- Achieved CSAT, First Contact Resolution (FCR), and productivity benchmarks.
-Led end-to-end customer service operations by managing complex and escalated cu
Senior Customer Support Executive
JioMart / Reliance Retail
Jun 2022 - Jan 2026 (3 years 7 months)
Handled high-volume customer queries and escalations related to orders, payments, refunds, and returns. Coordinated with internal teams to resolve complex issues and maintained high CSAT and productivity.
Education
Degrees, certifications, and relevant coursework
Forage
Deloitte Australia - Data Analytics Job Simulation
Jan 2026
Astha School of Management, (ASM), Bhubaneswar
Master of Business Administration - MBA, Business Administration and Management, General
2020 - 2022
ASTHA School of Management, (ASM), Bhubaneswar
Bachelor's degree, Business Administration and Management, General
2020 - 2022
ASTHA School of Management
MBA, Marketing & Finance
2020 - 2022
Pursued an MBA with a focus on Marketing and Finance from 2020 to 2022.
U.N Autonomous College of Science & Technology
Bachelor of Commerce, Commerce
2017 - 2020
Completed a Bachelor of Commerce degree from 2017 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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