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
Websites
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
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