Operations & Customer Support Executive

Aman

+91-830******* # *********@*****.***

Kushalpura, Loharu, Bhiwani, Haryana - 127201

Professional Summary

Customer Support and Operations Executive with hands-on experience in IVR calling, customer query resolution, order tracking, and process coordination. Proven ability to handle high-volume customer interactions, maintain accurate MIS reports, and improve service delivery through structured follow-ups and escalation handling. Adept at cross-team coordination, SOP compliance, and customer satisfaction in fast-paced corporate environments. customer query resolution, order tracking, and MIS reporting. Strong at handling high-volume customer interactions, SOP-driven processes, and cross-functional coordination. Proven record of reducing escalations, improving first-call resolution, and supporting business operations in fast-paced corporate environments. Professional Experience

PDM Advance Homeopathy Hospital June 2024 – Present Operations & Courier Coordinator Jaipur, Rajasthan

• Managed end-to-end courier operations including tracking, dispatch coordination, and patient delivery follow-ups, ensuring 95%+ on-time delivery rate

• Reduced Return-to-Origin (RTO) cases by 30% through proactive coordination with delivery partners and implementation of systematic follow-up procedures

• Generated and maintained daily operational reports using Excel and Google Sheets, providing actionable insights for management decision-making

• Resolved 50+ patient and courier-related queries weekly through effective communication and problem-solving, maintaining high customer satisfaction scores

• Streamlined inter-departmental communication by establishing standardized protocols, improving response time by 25%

• Supported hospital administration by coordinating between clinical, logistics, and customer service teams to ensure seamless operations

• Handled IVR inbound and outbound calling for patient support, order confirmation, and delivery coordination

• Managed daily call operations including patient follow-ups, complaint handling, and query resolution

• Verified customer details over calls to minimize RTO and failed delivery cases

• Maintained IVR call logs, daily calling reports, and escalation trackers for management review

• Coordinated with courier, logistics, and operations teams to resolve delivery and service-related issues

• Supported team operations by guiding junior callers and acting as process/shift support when required Education

Bachelor of Arts (B.A.) 2023 – Present (Expected 2026) Currently Pursuing Haryana, India

Advanced Diploma in Computer Applications (ADCA) Completed 2025 1-Year Professional Certification Haryana, India

Senior Secondary Education (12th Grade) Graduated 2023 Percentage: 82.2% Haryana, India

Secondary Education (10th Grade) Graduated 2021

Percentage: 100% (Perfect Score) Haryana, India

Technical Skills

Core Competencies: Customer Support & Relationship Management, Operations Coordination, Logistics & Supply Chain Management, Data Analysis & Reporting, Process Optimization, Stakeholder Management Technical Skills: Microsoft Excel (Advanced Formulas, Pivot Tables, Data Visualization), Google Sheets, Email Management Systems, Courier Tracking Software, CRM Tools, Report Generation Soft Skills: Problem Solving, Time Management, Team Coordination, Complaint Handling & Resolution, Written & Verbal Communication, Attention to Detail, Multitasking Under Pressure Languages: Hindi (Native/Fluent), English (Professional Working Proficiency, Continuously Improving) Key Skills

• Customer Support Operations IVR Calling • Inbound Outbound Call Handling • Customer Query Resolution Escalation Management • CRM, Call Logs MIS Reporting • SOP Compliance Process Adherence • Order Processing Service Coordination • Excel (Pivot Tables, Reports), Google Sheets • Professional Communication Stakeholder Coordination

Key Achievements

Operational Excellence PDM Advance Homeopathy Hospital 2024

Maintained 95%+ on-time resolution rate for customer service requests

Reduced customer escalations by improving first-call resolution

Recognized for accuracy in reporting and consistent customer feedback

Achieved 30% reduction in RTO cases through systematic process improvements and partner coordination

Maintained 95%+ on-time delivery rate across 100+ daily courier operations

Recognized for exceptional customer service with zero escalated complaints in Q4 2024 Academic Excellence Secondary Education 2021

Scored perfect 100% in 10th grade examinations, demonstrating strong analytical and learning capabilities

Maintained consistent academic performance with 82.2% in 12th grade while developing technical skills Professional Development

Current Focus: Advancing English communication skills for global business environments, expanding computer proficiency including advanced Excel and data analytics tools Career Goals: Building expertise in customer support operations, airport operations, or corporate office environments with focus on process excellence and team leadership

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