Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Akshita Mahajan

Akshita Mahajan

Team Captain
Delhi

Summary

Team Captain and strong vocal leader with good communication skills to encourage, support and positively hold teammates accountable. Influences teammates on-and-off in American Express, at scheduled activities and in local community. Sets tone for practice, keeps coach, and staff informed and models responsibility, decision-making and strong work ethic.

Overview

5
5
years of professional experience
12
12
years of post-secondary education
3
3
Certifications
3
3
Languages

Work History

Team Captain

American Express
03.2025 - Current
  • Enhanced team performance by implementing effective communication and collaboration strategies.
  • Team Leader of the Support Team overseeing a group of 10-15 Customer Care Professionals
  • Responsible for floor management and assistance with task distribution and quality assurance
  • Handle inquiries, offer coaching, and deliver feedback consistently
  • Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the board.
  • Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.

GERMAN LANGUAGE EXPERT (TCPS ANALYST)

AMERICAN EXPRESS
01.2023 - 02.2025
  • Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
  • Respond to customer escalation and conduct a root cause analysis of the escalation.
  • Handling ends to end queries for German language marketplace.
  • Managing the online Portal claims opened by the customers on our German Marketplace Portal.
  • Got cross trained on prepaid Gift cards, providing resolution to the customers, generating and initiating Voucher cheques.
  • Leverage expertise in analyzing risk related data, identifying fraud connections.
  • Working on Redemption Cases (DEO) and on call Redemption cases (RED) such as reviewing documents, Traveler Cheques, Legal Documents and performing Bridger for all parties involved to avoid any Compliances.
  • Working on Lost and Stolen Cases, within all the SOP’s and parameters given.
  • Acting as a go-to member for new employees by offering feedback, guidance and sharing ideas and techniques for improvement.
  • Not only working for the consumer side, but for the business side as well with all types of queries in INDIA PAIDS COLLECTION.
  • India Paids Collection Team encashes the queries globally through Merchants, Banks and Individuals which cannot be processed through normal clearing method.
  • Tracking all the packets received worldwide, prepping them on Sales force, opening alarm case, Bridger checks along with 25k violation and processing payments on our PTU portal.
  • Volunteered and took initiative to always resolve the escalations for German marketplace.
  • Also, last but not the least, helped my team clearing the Backlogs by working 6 days a week.

QUALITY SPECIALIST (LMAQ)

AMAZON
06.2021 - 12.2023
  • Conduct audits daily with data in German language.
  • Identify the root trends and patterns of quality defects by analyzing quality data and using quality tools and techniques and parameters set for the Delivery Partners.
  • Intensively working on primary trouble tickets and penalize them, worked on appeal tickets and Offboarding appeals.
  • Closely monitoring customer and delivery partner contacts and provide a report for the incidents that took place to enhance process efficiency, quality and customer experience.
  • Provide feedback to the Delivery-Partner and close loop on audit observations, penalize then if necessary.

CUSTOMER SUPPORT ADVISOR (GERMAN)

CONCENTRIX
07.2020 - 05.2021
  • Act as the primary interface between Amazon and our Customers from Germany.
  • By giving customers more of what they want - low prices, vast selection, and convenience.
  • Have to provide support, assistance and account management services to our customers especially from Germany and other German speaking countries.
  • Root cause analysis, troubleshooting, and close the case for the customer and dive deep into customer problems, building the entire history of customer contacts, to determine root cause.
  • Demonstrated knowledge and use of departmental resources, policies and procedures and followed company policies and processes in order to process customer requests appropriately.

Education

MBA - Operations

Narsee Monjee Institute of Management Studies (NMIMS)
04.2023 - 01.2024

Bachelor of Arts - Arts

Keshav Mahavidyalaya, Delhi University
04.2016 - 01.2019

Class (XII) - CBSE

Hansraj Smarak Sr. Sec. School
01.2015 - 01.2016

Class (X) - CBSE

Hansraj Smarak Sr. Sec. School
01.2013 - 01.2014

A1-B2.2 Level - undefined

Goethe Institute, Max Mueller Bhavan
01.2018 - 01.2022

Advanced Diploma in German - undefined

Hansraj College, Delhi University
01.2019 - 01.2020

Diploma in German - undefined

Mata Sundri College, Delhi University
01.2018 - 01.2019

Certificate in German - undefined

Mata Sundri College, Delhi University
01.2017 - 01.2018

Skills

  • Problem solving
  • Adaptability
  • Solution oriented
  • Management & Coordination
  • Multi-tasking
  • Excel
  • PowerPoint
  • Word
  • Risk Management
  • Project management
  • Administrative
  • Writing skills

Certification

Certification in Microsoft Excel

Timeline

Team Captain

American Express
03.2025 - Current

MBA - Operations

Narsee Monjee Institute of Management Studies (NMIMS)
04.2023 - 01.2024

GERMAN LANGUAGE EXPERT (TCPS ANALYST)

AMERICAN EXPRESS
01.2023 - 02.2025

QUALITY SPECIALIST (LMAQ)

AMAZON
06.2021 - 12.2023

CUSTOMER SUPPORT ADVISOR (GERMAN)

CONCENTRIX
07.2020 - 05.2021

Advanced Diploma in German - undefined

Hansraj College, Delhi University
01.2019 - 01.2020

A1-B2.2 Level - undefined

Goethe Institute, Max Mueller Bhavan
01.2018 - 01.2022

Diploma in German - undefined

Mata Sundri College, Delhi University
01.2018 - 01.2019

Certificate in German - undefined

Mata Sundri College, Delhi University
01.2017 - 01.2018

Bachelor of Arts - Arts

Keshav Mahavidyalaya, Delhi University
04.2016 - 01.2019

Class (XII) - CBSE

Hansraj Smarak Sr. Sec. School
01.2015 - 01.2016

Class (X) - CBSE

Hansraj Smarak Sr. Sec. School
01.2013 - 01.2014
Akshita MahajanTeam Captain