AANYA KAUSHIK
Summary
Seasoned Ecommerce Senior Customer Support Executive with a proven track record at Mezzex Pvt Ltd, excelling in complaint resolution and active listening. Demonstrated success in enhancing customer satisfaction and streamlining processes, leveraging expertise in Shopify and e-commerce. Skilled in collaboration and communication, significantly improved service quality by focusing on strategic problem-solving and customer engagement.
Overview
3
3
years of professional experience
Work History
Ecommerce Senior Customer Support Executive
Mezzex Pvt Ltd
Noida
04.2024 - Current
- Provided comprehensive customer support for a multi-sector business, focusing on real estate and e-commerce sales across platforms such as Amazon, Shopify, and TikTok.
- Served customers from diverse international markets, including the UK, Germany, the US, Canada, and France, ensuring timely and effective resolutions to inquiries.
- Managed all aspects of customer service, including order management, product inquiries, returns, refunds, and technical support.
- Collaborated with cross-functional teams to address customer concerns and enhance the overall customer experience.
- Maintained high customer satisfaction by resolving issues promptly and professionally, while handling high volumes of inquiries across multiple channels (email, live chat, phone, etc.).
Travel Consultant
Affixious consulting Pvt Ltd
09.2023 - 03.2024
- Coordinated international trips for clients, tailoring travel plans to meet clients' needs, budgets, and expectations
- Resolved customer queries regarding flight details, baggage policy, name corrections, and other travel-related inquiries promptly and accurately
- Demonstrated proficiency in utilizing Global Distribution Systems (GDS) and online booking platforms to assist customers with booking flights, hotels, and other travel arrangements
Senior Customer Support Executive
Ferns and Petals
10.2022 - 08.2023
- Identify the complex issues and sort them out on priority.
- Participate in the training and development plan to improve customer service skills.
- Meet or exceed the performance metrics, such as response time, resolution rate, and customer satisfaction.
- Continuously seek opportunities to improve processes and procedures to enhance the customer experience
Customer Support Executive
Policybazaar Insurance Brokers Pvt Ltd
09.2021 - 09.2022
- Maintained a comprehensive and extensive knowledge of the company's products.
- Provided customers with product advice suited to their specific needs and interests
- Responsible for establishing and maintaining a database of customers
Education
Advance Diploma - Hotel Management
International Institute Of Hotel Management
10-2021
Bachelor's Degree - Tourism
IGNOU
08-2021
Skills
- Complaint Resolution
- Active listening skills
- Shopify
- E-commerce
- Patience and empathy
- GDS (Galileo)
- Communication skills
- Negotiation skills
- Teamwork and collaboration
- AI literacy
- Escalation handling
- Complaint handling
- Quality control
Timeline
Ecommerce Senior Customer Support Executive
Mezzex Pvt Ltd
04.2024 - Current
Travel Consultant
Affixious consulting Pvt Ltd
09.2023 - 03.2024
Senior Customer Support Executive
Ferns and Petals
10.2022 - 08.2023
Customer Support Executive
Policybazaar Insurance Brokers Pvt Ltd
09.2021 - 09.2022
Advance Diploma - Hotel Management
International Institute Of Hotel Management
Bachelor's Degree - Tourism
IGNOU
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