Hardik Gupta

Experience

• 

  Amazon

  Jun 2017 - Mar 2022

  Resolution Specialist

  ● Hands-on experience in communicating policies to the CSAs, providing real-time resolutionsto customer’s issues, and taking necessary actions to achieve customer satisfaction.● Supported associates by providing guidance, performance and behavioural coaching to CSAswho are in contact with customers.● Publishing Huddle documents for across India crowd of Amazon customer service agents forNorth America and India about daily updates on consumer policies.● Functioned with flexibility and agility.● Calm angry callers, repair trust, locate a resource for problem resolution and design the bestoption solution.● Followed correct escalation procedures to Line Management and/or Customer Relations.● Ensured timely solution to all customer escalations.● Coordinated with delivery team to eliminate delivery related escalations. Show less

• 

  Citi

  Mar 2022 - now

  Talented and self-motivated Ops Support Specialist serves as the liaison between operations staff, relationship managers, project managers, custodians and clients with significant experience in data analysis and management. Offering 6+ years of progressive experience across various organizations and fields. Skilled at MS office. Dedicated to fostering a positive team environment conducive to achieving personal and team successes. A strong leader with the ability to develop strategies to retain customers. Seeking challenging opportunity as Team Leader to use excellent problem-solving skills to automate processes and drive operational efficiency. Show less

  • Team Lead C09

    Feb 2024 - now

  • Ops support specialist

    Mar 2022 - now