Open to opportunities

Rohit Gupta

@rohitgupta16

Message

I lead high-volume customer service operations, improving CSAT, SLA performance, and international order fulfillment.

India

Message

What I'm looking for

I'm looking to lead customer service and operations teams where I can improve CSAT, SLA performance, multi-channel support, international operations, and process efficiency through coaching and data-driven insights.

At Bakingo, I lead 10+ agents handling 1,000+ daily customer interactions across calls, chat, email, and social media, while managing international order operations, escalations, vendor coordination, and service KPIs.

I've progressed through operations roles at FlowerAura, PRM, Radical Minds, and Avantha Business Solutions, earning two promotions at FlowerAura through consistent leadership and performance. I use Zendesk, Freshchat, advanced Excel, MIS reporting, quality audits, root cause analysis, and vendor management to improve customer experience and operational delivery.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Customer Service & Operations

Current

Bakingo Pvt. Ltd.

Jan 2025 - Present (1 year 7 months)

Lead and manage a team of 10+ agents handling 1,000+ daily interactions across calls, chats, emails, and social media. Drive KPI performance and handle critical escalations, while coordinating with vendors and preparing MIS reports.

Zendesk Freshchat Gupshup CRM Team Leadership Performance Coaching Workforce Management Escalation Handling CSAT SLA AHT Root Cause Analysis MIS Reporting Vendor Management

Assistant Team Leader – Operations

FlowerAura Pvt. Ltd.

Apr 2024 - Jan 2025 (9 months)

Promoted from Senior Executive role. Audited DSAT cases and complaints, published operational reports, and monitored attendance using Keka HRMS. Leveraged Advanced Excel for reporting automation.

Pivot Tables XLOOKUP Data Cleaning Report Automation Keka HRMS CSAT Complaint Management Workforce Management

Senior Operations Executive

FlowerAura Pvt. Ltd.

Mar 2019 - Apr 2024 (5 years 1 month)

Managed end-to-end customer escalation handling across domestic and international channels, ensuring SLA compliance. Handled chargeback and dispute management, conducted quality audits, and trained vendors on SOPs.

Escalation Management SLA Chargeback Management Dispute Management Quality Auditing Vendor Management Product Catalog Management Compliance

Supervisor – Operations

PRM Pvt. Ltd.

Jun 2018 - Feb 2019 (8 months)

Supervised daily workforce activities, shift planning, and resource allocation for production operations. Prepared production and quality compliance reports for management review.

Workforce Management Resource Allocation Production Operations Compliance Reporting