Kajal Gupta

Acted as a point of contact for complex customer complaints and issues requiring escalation. Reviewed and assessed escalated cases to identify underlying problems and determine appropriate courses of action. Collaborated with cross-functional teams to gather necessary information and resources.

Responsible for handling operations in the intelligence Product Automation Project for Google Shopping. Provided concrete feedback to vendors and conducted analysis to find improvement areas. Prepared guideline documents, calibrated with external teams, and conducted training sessions.

Assisted in email campaigns, including e-renewals and e-bills for B2B customers. Monitored all email chats via database queries and company reports, utilizing CRM to manage up to 100 client contacts daily. Conducted transactional monitoring and provided feedback to advisors for call quality improvement.

Made outbound calls to Airtel Telecom users who had raised post-out requests, listening to and understanding their concerns. Evaluated concerns using provided tools and tracked resolution, providing information on new plans to retain customers. Documented all interactions in the system.

Pursued a Bachelor of Science degree, gaining a comprehensive understanding of core scientific principles. Developed analytical and problem-solving skills through rigorous coursework.

Completed senior secondary education, focusing on a broad curriculum across various subjects. Prepared for higher education by building foundational knowledge and critical thinking abilities.

Achieved Secondary School Certificate, establishing a strong academic foundation in core subjects. Developed essential learning skills and prepared for further secondary education.