Customer Support & Social Media Escalations Specialist

Raghav Khanna

***************@*****.*** +91-828**-***** linkedin.com/in/raghav-khanna16

SUMMARY

Customer Support professional with 7+ years of experience in customer service, customer experience, escalations management, and client support across automotive, telecommunications, hospitality, retail, and business services industries. Skilled in handling customer inquiries through phone, email, chat, and digital channels while ensuring timely resolutions and positive customer experiences. Proficient in Salesforce, Oracle CRM, Sprinklr, and Microsoft Excel with strong communication, analytical, and problem-solving abilities. EDUCATION

Middlesex University United Kingdom

MA International Business Management 2024

Delhi University India

Bachelor of Commerce 2019

YMCA Delhi, India

Diploma in Tour, Travel & Airport Handling 2017

EXPERIENCE

VISUAL MERCHANDISER Jun 2024 – May 2026

JD Sports United Kingdom

• Enhanced customer experience through effective store presentation and customer engagement initiatives.

• Assisted customers with product-related queries and maintained high service standards. SOCIAL MEDIA ESCALATION SPECIALIST Dec 2021 – Jan 2023 Spinny – ValueDrive Technologies Delhi, India

• Managed customer inquiries, complaints, and escalations across multiple support channels.

• Assisted customers with account-related concerns, service issues, and post-purchase support.

• Delivered timely and accurate resolutions while maintaining high customer satisfaction levels.

• Documented customer interactions and maintained detailed case records within CRM systems.

• Coordinated with internal departments to resolve complex customer concerns.

• Identified recurring customer issues and shared feedback to support operational improvements. SOCIAL MEDIA SENIOR EXECUTIVE Jul 2020 – Dec 2021

Startek (Airtel & Wynk) Delhi, India

• Provided customer support through digital and telephonic channels for service-related inquiries.

• Resolved customer concerns and guided users through account and service-related processes.

• Maintained SLA compliance and achieved quality and productivity targets.

• Escalated and monitored complex customer cases through successful resolution.

• Ensured accurate documentation of customer interactions and support activities. SENIOR BUSINESS DEVELOPER Jan 2020 – Jun 2020

Saber Technologies Delhi, India

• Consulted with prospective and existing clients to understand requirements and provide tailored solutions.

• Assisted customers throughout the decision-making process and addressed service-related concerns.

• Maintained strong client relationships through effective communication and support. DATA SERVICES ANALYST EXPERT AUDITOR Dec 2018 – Jan 2020 EXL Services Delhi, India

• Managed client records and customer-related data using Salesforce CRM and Excel.

• Investigated issues, resolved discrepancies, and maintained high levels of accuracy.

• Supported global clients by ensuring timely issue resolution and quality service delivery.

• Maintained detailed documentation while ensuring compliance and confidentiality standards. PROCESS ASSOCIATE Dec 2017 – Aug 2018

Interglobe Technologies Delhi, India

• Managed customer support requests and service tickets using Salesforce and Oracle CRM systems.

• Assisted customers with service inquiries and issue resolution while meeting defined service standards.

• Maintained accurate customer records and case documentation.

• Collaborated with internal teams to improve customer experience and operational efficiency. TECHNICAL SKILLS

Customer Support & Customer Service

Email, Chat & Phone Support

Escalation & Case Management

Customer Complaint Resolution

Customer Experience Management

CRM Systems (Salesforce, Oracle, Sprinklr)

Customer Account Support

Documentation & Record Keeping

Customer Retention & Engagement

Problem Solving & Root Cause Analysis

SLA & KPI Management

Process Improvement

Advanced Microsoft Excel

Cross-Functional Collaboration

Salesforce CRM

Oracle CRM

Sprinklr

Microsoft Excel

Tableau

Microsoft Office Suite

CERTIFICATIONS

Advanced Microsoft Excel Certification

ADDITIONAL INFORMATION

Languages: English, Hindi, Punjabi

AWARDS & ACHIEVEMENTS

Overall Best Employee – Division One (2023) Most Innovative Employee Award (2021) Onboarding Project Lead

(2020)

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