AKHILESH CHAUHAN
Gurgaon
Summary
Customer-focused professional with over three years of experience in high-pressure customer service environments. Expertise in managing complex queries, fostering customer trust, and ensuring compliance with industry regulations. Proven track record in client relationship management and achieving key performance indicators. Aiming to enhance Barclays' reputation for exceptional banking solutions through dedicated service excellence.
Overview
4
4
years of professional experience
Work History
Travel Consultant
Dyninno Group
02.2024 - Current
- Delivered personalized support to customers, assisting with complex travel requirements and ensuring satisfaction at every step.
- Handled high volumes of client interactions, managing sensitive information with confidentiality and accuracy.
- Consistently met and exceeded sales and service KPIs, building long-term trust with clients.
- Demonstrated problem-solving skills by resolving escalated concerns within strict timelines.
- Key Achievements: Achieved 95% Customer Satisfaction Score (CSAT) for 6 consecutive months; Reduced average handling time (AHT) by 12%.
Process Associate
IGT Solutions Pvt Ltd
04.2023 - 02.2024
- Assisted international customers with booking, billing, and complaint handling in compliance with company policies.
- Coordinated with internal teams to ensure smooth resolution of customer issues, ensuring first-contact resolution (FCR).
- Contributed to operational efficiency by identifying gaps in processes and recommending improvements.
- Built a reputation for professionalism and empathy, resulting in high customer satisfaction ratings.
- Key Achievements: Maintained 92% First Contact Resolution rate; Exceeded monthly service KPIs by 15% consistently.
Senior Sales Associate
Police Bazaar Pvt Ltd
07.2021 - 03.2023
- Managed customer inquiries and guided clients in selecting suitable product options.
- Assessed financial needs to provide tailored assistance with products and services.
- Recognized for exceeding sales quotas, and maintaining high customer retention rates.
- Boosted customer retention by 20% through enhanced service standards, ranking in top 10% of sales associates nationwide.
Education
Bachelor of Science (B.Sc.) -
Jiwaji University
06-2021
Higher Secondary School -
Morning Start School
01.2018
Skills
- Customer support and relationship management
- Complaint resolution
- Conflict management
- Cross-selling and upselling
- Banking and financial products
- Communication skills
- Interpersonal abilities
- KPI and SLA management
- Regulatory compliance and KYC
- Data security
- Problem-solving and decision-making
- Microsoft Office suite
- CRM tools
Timeline
Travel Consultant
Dyninno Group
02.2024 - Current
Process Associate
IGT Solutions Pvt Ltd
04.2023 - 02.2024
Senior Sales Associate
Police Bazaar Pvt Ltd
07.2021 - 03.2023
Bachelor of Science (B.Sc.) -
Jiwaji University
Higher Secondary School -
Morning Start School
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