Gaurav Kumar
About Gaurav Kumar
Gaurav Kumar is a Service Coordinator and Escalation Specialist at Hathway Cable & Datacom Ltd, where he has worked since 2019. He has a background in Electrical, Electronics and Communications Engineering and experience in managing customer satisfaction and service processes.
Work at Hathway
Gaurav Kumar has been employed at Hathway Cable & Datacom Ltd since 2019, serving as a Service Coordinator and Escalation Specialist. In this role, he focuses on managing customer satisfaction and overseeing service request processes. He is responsible for handling escalations and addressing non-conformance handling (NCH) complaints. His position requires maintaining inter-departmental relations to improve customer solutions. Prior to his current role, he worked as a Back End Engineer at Hathway from 2015 to 2018, where he gained valuable experience in service operations.
Education and Expertise
Gaurav Kumar studied at Dr. A.P.J. Abdul Kalam Technical University, where he earned a Bachelor of Technology (BTech) degree in Electrical, Electronics and Communications Engineering from 2010 to 2014. He also completed his Intermediate studies at the Central Board of Secondary Education, focusing on Physics from 2008 to 2010. His educational background provides a solid foundation for his technical and service-oriented roles in the telecommunications industry.
Background
Before joining Hathway, Gaurav Kumar worked at Reliance Jio Infocom Limited as an Urban Jio Point Manager from 2018 to 2019. His responsibilities included managing operations and customer interactions within the urban service points. This position contributed to his understanding of customer service dynamics and operational management in the telecommunications sector. His overall experience spans various roles that emphasize customer satisfaction and service coordination.
Professional Experience
Gaurav Kumar has accumulated significant experience in the telecommunications industry over the years. He served as a Back End Engineer at Hathway Cable & Datacom Ltd from 2015 to 2018, where he developed technical skills that support his current role. His tenure at Reliance Jio Infocom Limited as an Urban Jio Point Manager further enhanced his expertise in customer service management and operational efficiency. His career reflects a commitment to improving service delivery and customer satisfaction.
Skills and Specializations
Gaurav Kumar specializes in managing customer satisfaction and service request processes. His role as a Service Coordinator and Escalation Specialist involves training and monitoring service representatives to ensure high-quality customer interactions. He is adept at handling escalations and non-conformance handling (NCH) complaints, which are critical for maintaining service standards. His ability to foster inter-departmental relations enhances the overall effectiveness of customer solutions.