Gaurav Karale

My name is Gaurav Karale. I hold a Bachelors degree in Science and have over 3.1 years of experience in the customer service domain, having worked with two reputed organizations—Wipro and eClerx—as a Process Associate.

At Wipro, I worked for 2.8 years on a UK based broadband service project for BT Openreach. My responsibilities included handling customer interactions via phone, chat, and email to resolve service related issues. I consistently maintained a Customer Satisfaction CSAT score of 90% and was also part of the escalation management team, where I handled complex customer concerns and ensured timely resolution.

Currently, I am employed at eClerx, supporting a US based client, Cox Communications, which operates across four lines of business: Data, Telephone, Video, and Home Security. Here, I manage customer queries through multiple channels—phone, chat, and email—and also prepare and share work completion reports to assist operations and provide actionable insights.