Open to opportunities

Karankumar User

@karankumaruser1

Message

I resolve complex customer escalations and improve service operations across industries.

India

Message

What I'm looking for

I'm looking for a customer operations or escalation role where I can resolve complex issues, improve processes, partner across teams, mentor others, and strengthen customer experience through timely, empathetic service.

I've resolved complex customer issues across Eureka Forbes, WNS Global Services, Reliance Retail, and Altisource Business Solutions for more than 15 years. My work centers on high-priority escalations, SLA compliance, root cause analysis, and customer advocacy.

At Eureka Forbes, I manage high-priority escalations, identify recurring issues through RCA, and work with cross-functional teams to improve resolution time and service efficiency. Previously at WNS, I handled end-to-end airline ticketing operations, including bookings, cancellations, refunds, and complex itinerary issues while maintaining 100% SLA adherence.

At Reliance Retail, I managed critical CEO- and Chairman-level complaints, mentored teams, and used escalation trends to reduce repeat issues. I also bring experience in insurance-document verification, data integrity, auditing, reporting, training, and operational decision-making.

I'm focused on clear communication, empathetic resolution handling, and practical process improvements that strengthen customer experience and service delivery.

Experience

Work history, roles, and key accomplishments

Escalation Management Officer

Eureka Forbes Ltd.

Dec 2024 - Apr 2026 (1 year 4 months)

Managed high-priority customer escalations, ensuring timely resolution within defined SLAs. Conducted root cause analysis to identify recurring issues and implemented preventive solutions.

Incident Management Escalation Management Root Cause Analysis SLA Management Cross Functional Collaboration Customer Advocacy

Senior Customer Service Associate

WNS Global Services Ltd.

Mar 2022 - Dec 2024 (2 years 9 months)

Handled end-to-end airline ticketing operations including bookings, cancellations, and refunds. Maintained 100% SLA adherence while managing high-volume customer interactions.

Airline Ticketing GDS Amadeus Sabre Customer Service SLA Management Problem Solving

Assistant Manager – Customer Service

Reliance Retail Ltd.

Apr 2015 - May 2020 (5 years 1 month)

Managed critical escalations including CEO and Chairman-level complaints. Led and mentored teams, improving service quality and operational performance.

Escalation Management Team Leadership Mentor Process Improvement Customer Experience Stakeholder Management

Customer Service Associate

Altisource Business Solutions Pvt. Ltd.

Dec 2012 - Apr 2015 (2 years 4 months)

Verified insurance documentation and ensured accuracy in policy processing and records. Coordinated with external stakeholders to streamline verification and payment processes.

Insurance Verification Documentation Stakeholder Coordination Reporting

Senior Customer Associate

WNS Global Services Pvt. Ltd.

Sep 2006 - Aug 2012 (5 years 11 months)

Resolved service issues while maintaining consistent SLA performance and quality standards. Conducted training sessions, improving team productivity and onboarding efficiency.

Customer Service SLA Management Training performance reporting Data Driven Decision Making