TARUN ARORA
@tarunarora
Assistant Manager at Desiderata Impact Ventures Pvt. Ltd. (Progcap)
Ghaziabad
Tarun Arora is an experienced professional with a background in customer experience management and team leadership. He has expertise in handling complex escalations, process improvement, and utilizing CRM tools like Salesforce and Zendesk. His career spans roles in property consulting, BPO, and customer support, demonstrating strong skills in communication and operational efficiency.
Experience
Assistant Manager Customer experience and Satisfaction
Desiderata Impact Ventures Pvt. Ltd. (Progcap)
Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization. Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support. Assembling the escalation team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise. Drive internal and external communication to ensure on-going updates on resolution process. Collaborate very closely with the Technical Support Line managers to share responsibility for customer escalations and to prioritize allocation of resources, based on escalation priorities. Ownership - Created Macros for CRM tool. Helped to get Payment system live. Floated the training on CRM tool called Kapture. Created task assignment process via Kapture. Process set-up. Created Sop's. Training Module. Created TAT driven process. Product Training.
Customer Support Associate
Spice BPO Pvt. Ltd.
Handled inbound calls to resolve customer's issue.
Team Lead
One97 Communication Pvt. Ltd. (Paytm & Paytm mall)
Multi-Dimensional work Experience: 5 years: Worked as Team Lead with Paytm.com (One97 Communications Ltd). Worked for Paytm outsource partners start-up. Monitored team members performance in terms of Quality, Productivity. Handled escalation and taken care of pre and post shift briefing on daily basis. Developed a strategy the team will use to reach its goal. Prepared weekly roster for CSA's. Defined clearly process expectations and objectives with the team members. Evaluate results basis quality scores & PKT conducted and provide feedbacks accordingly. Managed & kept a tab on CSA's shift adherence and shrinkage. Made Sales-force console live at In-house. Handled Social, Nodal, RBI, Legal, Grievance, Service head, CEO, MD & NCH Escalations along with the Team handling. Handled teams which includes Recharge, wallet, promocode, 3rd Party, profile and Logistics.
Sales Associate
I Energizer
Given 100% target in terms of conversion all the time. Taken care of Escalation calls.
Customer Support Associate
I Energizer
Handled inbound calls to resolve customer's issue. Taken care of OJT batches.
Assistant Manager
Investors Clinic
Working as a property consultant and property sales.
Education
Master of Commerce
Bachelor's Degree of Commerce
Intermediate
High School