Open to opportunities

yash yadav

@yashyadav4

Message

I resolve customer escalations, strengthen retention, and deliver accurate MIS reporting for service operations.

India

Message

What I'm looking for

I'm looking for a customer operations or retention role where I can resolve escalations, improve client workflows, use data and MIS reporting, and grow with collaborative teams.

At EPICENTER, supporting ICICI Prudential Life Insurance, I handle Level 2 customer escalations and high-volume telephonic and email queries to help retain critical client accounts.

I maintain daily customer-retention repositories and tracking systems using Advanced Microsoft Excel, while preparing comprehensive MIS and performance updates for management. I also coordinate with internal departments and cross-functional teams to resolve complex customer grievances smoothly.

With a BCA background, I bring data reporting, CRM application use, professional communication, conflict resolution, and attention to detail to customer operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

Epicenter

Sep 2025 - Present (11 months)

Handled Level 2 escalations and managed high-volume customer touchpoints via telephonic and email support, ensuring timely resolution and upholding SLAs. Maintained daily retention repositories and prepared comprehensive MIS reports for management.

MIS Reporting Customer Relationship Management Data Entry Microsoft Word Email Communication Client Relations Escalation Management Problem Solving