Summary
Overview
Work History
Skills
Place
Hobbies and Interests
Personal Information
Timeline
Generic
Akshay Rousha

Akshay Rousha

Zirakpur

Summary

To work in an organization that can fully tap the potential in me, by providing an intellectually stimulating and nourishing environment, and grow along with contributing towards bringing laurels and profits to the Company.

Overview

10
10
years of professional experience

Work History

American Express
06.2021 - 10.2024
  • Working with American Express, and handling merchants across US and Canada
  • Handling day to day merchant submissions and reconciliation
  • Setting up processor and Merchant Gateway accounts.
  • Handling taxation procedures.

THRYV Support Specialist

Personiv Pvt Ltd
09.2018 - 06.2021
  • Providing assistance to US small business owners, in managing their business software, via digital marketing platform.

Customer Experience Specialist

Airbnb
08.2017 - 10.2018
  • Help Airbnb hosts and guests in accordance with internal workflows
  • Meet weekly performance targets
  • Prepare escalations to senior team members and other stakeholders
  • Manage relations with the AIC and other consumer protection entities
  • Monitor team email alias and respond to/triage inbound issues from colleagues
  • Respond to questions from CX specialists via internal chat channel

CALLBA Agent

British Airways
02.2015 - 08.2017
  • Maintain the highest standards of customer service, for both inbound and outbound calls across all markets / functions in order to ensure customer confidence, satisfaction and loyalty.
  • Provide First Call resolution for Executive club members, Premium Customers, Preferred Partners by carrying out the role of a technical expert within the team to resolve any queries or issues.
  • Responsible to undertake all back office related activities, which includes handling queues reissues, handling advanced fares and ticketing etc.
  • To provide support to business contingency, which may arise, including mass disruptions.
  • Responsible for checking and authorizing Automated Ticket Sales reports including reconciliation and related documentation. Ensure audit compliance.
  • To deliver departmental and/or team targets to attain customer service and revenue.
  • To carry out the role of technical expert within the team to resolve any queries or issues.
  • To play a leading role in an ongoing programme of process and quality improvement through the implementation of new technology and new working methods.
  • To maintain data protection and confidentiality for both staff and customers.
  • Responsible for self-development to ensure own technical and product knowledge is kept uptodate.
  • Undertake any contact centre related jobs entrusted from time to time.

Skills

  • MS Office Word
  • PowerPoint
  • Excel
  • Pegasus

Place

Zirakpur, Punjab

Hobbies and Interests

  • Sketching
  • Basketball
  • Music
  • Books
  • DIY
  • Fitness

Personal Information

  • Father's Name: Balesh Raj Rousha
  • Date of Birth: 03/18/90
  • Marital Status: Married

Timeline

American Express
06.2021 - 10.2024

THRYV Support Specialist

Personiv Pvt Ltd
09.2018 - 06.2021

Customer Experience Specialist

Airbnb
08.2017 - 10.2018

CALLBA Agent

British Airways
02.2015 - 08.2017
Akshay Rousha