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
Similar Profiles
Jessica Shields MinterJessica Shields Minter
Platinum Customer Service at American ExpressPlatinum Customer Service at American Express
Siddharth BishtSiddharth Bisht
Manager - Data Science at American ExpressManager - Data Science at American Express
Nitin ThapaNitin Thapa
Underwriting Credit Specialist at American ExpressUnderwriting Credit Specialist at American Express
ALBERTO PAULINOALBERTO PAULINO
Small Business Sales Consultant at American ExpressSmall Business Sales Consultant at American Express
Chetan KapoorChetan Kapoor
Talent Acquisition Specialist at KPMG, LLP, Financial Services AssuranceTalent Acquisition Specialist at KPMG, LLP, Financial Services Assurance