Aman Bhargava
Gurugram
Summary
Dynamic customer service leader with a proven track record at Concentrix, driving operational excellence and enhancing client satisfaction. Expert in KPI management and team coaching, I consistently improved service quality and compliance adherence, fostering high-performance cultures that resulted in significant customer satisfaction gains.
Overview
11
11
years of professional experience
Work History
Deputy Manager – Customer Service & Sales (City Bank – Voice)
Concentrix
Gurugram
01.2026 - Current
- Led brand floor operations and managed 35 escalation specialists for major US-based financial institution.
- Drive operational excellence by monitoring KPIs including call quality, response time, conversion rates, and customer satisfaction.
- Achieved consistent improvement in customer satisfaction scores and compliance adherence.
- Implement strategic solutions to improve SLA adherence and service quality.
- Fostered high-performance culture through targeted coaching, training, and professional development initiatives.
- Represented team in management meetings to align operations with organizational goals.
Assistant Manager - Customer Service & Sales (City Bank – Voice)
Concentrix PVT LTD
03.2022 - 01.2026
- Lead and manage a team of 55 associates in an inbound customer service and sales program for a major US-based financial institution.
- Provide guidance, monitoring, and leadership to drive team performance and operational excellence.
- Oversee all aspects of team management, ensuring performance aligns with business objectives through regular monitoring and feedback.
- Managed and tracked calling KPIs, including call quality, response time, conversion rates, and customer satisfaction, ensuring alignment with business targets.
- Fostered high-performance culture through coaching, training, and professional development opportunities, effectively addressing performance gaps.
- Analyzed SLA trends, identified key improvement areas, and implemented strategic solutions to enhance service quality, contributing to overall customer satisfaction.
- Drive achievement of process KRAs (Key Result Areas) and maintain adherence to compliance standards.
- Ensure alignment with company policies, procedures, and regulatory requirements.
Escalation Officer, CITI Bank
Concentrix Pvt. Ltd. (CITI Bank)
Gurugram
11.2017 - 03.2022
- Worked with CITIBANK Credit Cards - Assisting US clients for their escalated queries and concerns regarding their credit cards, providing them the different relevant products in the market through inbound up-selling.
- Ensured clients received answers to questions and resolutions to concerns, while addressing unexpressed needs.
- Maintaining high customer satisfaction through the delivery of high-quality, timely, and thorough solutions to customers’ problems.
- Developed strong relationships with clients by delivering quality service and comprehensive solutions.
- Advised clients on associated products, clearly explaining benefits and features to enhance their understanding.
- Attended management meetings to represent team interests and ideas.
Practitioner – Customer Service
Concentrix Pvt. Ltd. (Amazon)
Gurugram
08.2015 - 11.2017
- Delivered high-quality customer support, contributing to improved client retention and satisfaction.
- Assisted Indian clients with product and service queries, achieving timely resolution of concerns and enhancing client experience.
- Achieved recognition for exceeding performance targets and upholding compliance standards, contributing to overall service excellence.
Education
Bachelor of Computer Applications -
Kurukshetra University
06-2014
Skills
- KPI management
- KPI tracking
- Process & Compliance Oversight
- Regulatory compliance
- Quality assurance
- Service improvement
- Client relationship management
- Client relations
- Leadership & Team Management
- Team management
- Coaching & Training
- Training design
- Performance coaching
- Dispute resolution
- Strategic problem solving
Accomplishments
- Successfully managed large-scale customer service operations for a leading US financial institution.
- Improved team performance metrics by implementing structured coaching and KPI monitoring.
- Enhanced escalation handling efficiency, reducing resolution time and boosting client trust.
- Consistently recognized for leadership, compliance management, and customer satisfaction excellence.
Languages
- English (Fluent)
- Hindi (Fluent)
Timeline
Deputy Manager – Customer Service & Sales (City Bank – Voice)
Concentrix
01.2026 - Current
Assistant Manager - Customer Service & Sales (City Bank – Voice)
Concentrix PVT LTD
03.2022 - 01.2026
Escalation Officer, CITI Bank
Concentrix Pvt. Ltd. (CITI Bank)
11.2017 - 03.2022
Practitioner – Customer Service
Concentrix Pvt. Ltd. (Amazon)
08.2015 - 11.2017
Bachelor of Computer Applications -
Kurukshetra University