Customer Delight Executive at Urban Essentials (PLUSH)

Managed end-to-end customer communication across WhatsApp, email, Instagram DMs and inbound calls to resolve product, order and shipping-related concerns. Monitored and tracked failed, delayed and RTO shipments; coordinated with logistics partners to raise tickets, reattempt deliveries and ensure timely resolution. Acted as key point of contact for logistics queries including order tracking, delivery delays, address corrections, shipment rescheduling and courier escalations. Raised shipment requests, escalations and claims with courier partners for lost, damaged or undelivered orders. Coordinated with internal warehouse and operations teams to resolve dispatch delays, inventory mismatches and packaging issues impacting deliveries. Maintained accurate shipment records, tracked SLAs and followed up on pending logistics cases to reduce delivery TAT and improve customer satisfaction. Conducted customer feedback calls to assess post-delivery experience and gathered insights to improve logis

Process Associate – Reservation Support at Interglobe Technologies (IndiGo Airlines)

Assisted passengers with reservations, modifications and cancellations via phone and chat support. Promoted to Priority Desk (Customer Relations): handled calls from crew and ground staff regarding passenger issues; documented and escalated cases to relevant departments. Awarded Best Employee of the Month twice in recognition of outstanding performance.