Saurabh Kumar
@saurabhkumar23
I resolve complex customer escalations, improve service processes, and protect client experience across high-volume support operations.
IndiaWhat I'm looking for
I manage end-to-end B2B escalations at Naukri.com for recruiters and corporate clients, resolving account, product, billing, job-posting, and service concerns within defined TAT.
I work closely with Product, Technology, Operations, Finance, Sales, and Account Management to investigate high-priority issues, remove dependencies, and close cases effectively. I also conduct root cause analysis and document recurring gaps to improve client experience.
Previously at Lenskart, I handled 50+ high-priority escalations daily across calls, email, social media, and CEO-level cases. I resolved 20,000+ cases with 95% SLA adherence, helped increase CSAT by 20%, and contributed to a 15% reduction in repeat complaints.
My experience also includes partner and traveler support at Agoda, where I supported hotel partners including Radisson, Marriott International, Hilton Hotels, and OYO. I bring hands-on application support, system troubleshooting, CRM documentation, and cross-functional problem solving to complex customer operations.
Experience
Work history, roles, and key accomplishments
Senior Executive – Escalation Management
Info Edge (India) Ltd. – Naukri.com
Apr 2026 - Present (5 months)
Managed end-to-end B2B escalations for Naukri recruiters and corporate clients, ensuring resolution within defined TAT. Coordinated with cross-functional teams and conducted root cause analysis to improve client experience.
Customer Service Specialist
Agoda International India Pvt. Ltd.
Jul 2025 - Nov 2025 (4 months)
Served as primary point of contact for key hotel partners and provided end-to-end support for global travelers across voice, chat, and email. Coordinated with partners and internal teams to resolve booking and payment issues while meeting SLA and quality standards.
Escalation Executive
Lenskart Solutions Pvt. Ltd.
Nov 2022 - Jul 2025 (2 years 8 months)
Handled high-priority customer escalations across multiple channels, resolving complex issues related to deliveries, returns, refunds, and product quality. Investigated fraud cases and maintained high SLA adherence, contributing to increased CSAT and reduced repeat complaints.
CS Executive
ATS Services Pvt. Ltd.
Jul 2021 - Mar 2022 (8 months)
Handled customer interactions end to end, resolving queries and complaints while explaining insurance policies and products. Coordinated with cross-functional stakeholders to improve resolution speed and service quality.
Education
Degrees, certifications, and relevant coursework
Delhi University
BA Hons, English
Completed BA Hons in English from Delhi University in 2017.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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