Aradhna Gusain
Process Associate
Delhi
Summary
Upcoming BA English Literature graduate with a year of experience in customer success and event management. Previous exposure to client handling, combined with skills in data analysis, desk research, client management, and complex problem solving, can be great assets for quality work in any organization.
Overview
1
1
year of professional experience
3
3
years of post-secondary education
Work History
Process Associate
Paytm
05.2023 - 09.2023
- Served as key point of contact for escalated issues, diffusing tension, and ensuring prompt resolution
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills
- Leveraged strong interpersonal skills to establish rapport with clients quickly, building trust and enabling more effective problem-solving
- Reduced customer complaints with proactive issue identification and resolution strategies
- Managed 100+ calls per day, maintaining quality over 95%
- Conducted quality assurance checks on completed work, ensuring accuracy and compliance with established guidelines
Volunteer
Sri Dev Suman Uttarakhand University
10.2022 - 01.2023
- Maintained up-to-date knowledge of industry best practices by attending conferences and training sessions relevant to the organization's mission.
- Boosted fundraising efforts, securing valuable donations and sponsorships through targeted campaigns.
- Actively participated in staff meetings, contributing ideas for process improvement and programme development strategies.
- Coordinated volunteer training sessions to ensure consistent delivery of services across teams.
- Supported public relations efforts by representing the organization at various community events and building positive relationships with potential supporters.
Education
Bachelor of Arts - English Literature
Sri Dev Suman Uttarakhand University
Dehradun, India 07.2021 - 06.2024
Skills
Complaint Handling
MS Office
Customer Relationship Management
Excellent problem-solving abilities
Escalation management
Effective Communication
Business Development
Process Improvement
Well-organized
Accomplishments
- Documented and resolved customer complaints, which reduced customer turnaround time by 20%
- Gold medalist in state-level skipping competition
Timeline
Process Associate
Paytm
05.2023 - 09.2023
Volunteer
Sri Dev Suman Uttarakhand University
10.2022 - 01.2023
Bachelor of Arts - English Literature
Sri Dev Suman Uttarakhand University
07.2021 - 06.2024