Asis Kharbanda
New Delhi
Summary
A dedicated customer-centric Customer Experience Specialist with 4 years of experience, committed to offering high-quality customer support to ensure client satisfaction. An individual with a strong objective to improve the customer experience through cordial, effective communication and interaction.
Overview
3
3
years of professional experience
Work History
Customer Experience Specialist
Easyship
London
02.2023 - 05.2024
- Served as customers' initial point of contact via Live Chat, Telephony, Email, and Social Media
- Achieved excellence in providing exceptional customer support, consistently meeting and exceeding customers' expectations
- Collaborated with courier parties and cross-functional teams to optimize customer experience by ensuring timely resolution
- Worked closely with the CSM team to minimize churn and drive growth for strategic clients, enhancing customer lifetime value
- Streamlined the customer onboarding process through initial briefing
- Created help articles on confluence for CX and CSM team onboarding and training processes.
- Engaged in weekly discussions with operations team to evaluate courier performance and implement process improvements
- Increased effective shipment pickups by 50% through the creation and sharing of daily reports for missed pickup shipments with couriers to ensure client satisfaction
- Ensured timely resolution of level 2 escalations for CX Team (APAC), resulting in consistent improvement of CSAT by 30%
- Collaborated closely with managers to conduct quality audits for APAC support team and enhance team performance through effective communication with teammates
- Performed regular surveys via Hubspot to obtain client feedback, promptly addressing any issues raised to continuously improve product quality and enhance customer satisfaction
- Proactively addressed and resolved negative reviews across various platforms
- Provided technical support to customers and troubleshooted their queries
- Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
Customer Success Specialist
Fello
Bengaluru
01.2022 - 02.2023
- Resolved customer inquiries on all channels in a timely manner while maintaining an exceptional level of service
- Assisted customers with onboarding processes to ensure understanding of the product features
- Led process improvement and problem-solving efforts to establish standard procedures and escalation policies for the customer support team
- Developed client relationships through proactive outreach, regular check-ins, and continued follow-up
- Enhanced efficiency and performance by monitoring metrics and developing actionable insights
- Successfully managed review monitoring and response on different platforms like social media platforms, Google Play Store, and App Store; promptly addressing any concerns raised
- Worked closely with co-founders to ensure the creation of a safe and trustworthy platform, identifying and resolving issues related to fraudulent users through fraud-check calls
- Dedicatedly connected with users, actively sought customer feedback, and used it to continuously improve the platform for an enhanced user experience.
- Implemented strategies that increased customer retention rates by 15%
- Generated reports summarizing key performance indicators (KPI), such as satisfaction scores and churn rate
- Recorded daily transactions, active and non-active users, new users, and fraudulent users on Google sheets
Customer Relations Specialist
Cashkaro.com
Gurgaon
01.2021 - 01.2022
- Consistently achieved high levels of customer satisfaction by responding promptly and delivering excellent service through multiple communication channels such as email, chat, calls, social media
- Coordinated efforts across teams to address and attend to customer concerns promptly
- Created reports summarizing customer data for management review
- Developed and executed plans to increase customer engagement, loyalty, and overall shopping satisfaction through inventive methods
- Implemented improvements based on insights gained from customer feedback analysis
- Addressed escalated customer issues, complaints promptly, implementing process improvements for increased efficiency and better customer service
- Participated in team meetings to share best practices regarding customer relations management
- Identified opportunities to increase sales through improved service offerings
- Monitored customer health scores and initiated proactive measures to address potential churn risks
Education
Bachelor of Arts - Political Science
University Of Delhi
06-2020
Skills
- Effective and Clear Communication
- Technical Troubleshooting
- Complaint and Escalation Handling
- Analytical Thinking
- Decision-Making
- Interpersonal Skills
- Multitasking
- Process Improvement
- Adaptability and Flexibility
- Time Management
- Customer Satisfaction Evaluation
- Customer Retention Strategies
- SQL
- Microsoft Office
Timeline
Customer Experience Specialist
Easyship
02.2023 - 05.2024
Customer Success Specialist
Fello
01.2022 - 02.2023
Customer Relations Specialist
Cashkaro.com
01.2021 - 01.2022
Bachelor of Arts - Political Science
University Of Delhi
Similar Profiles
Jayeeta SinhaJayeeta Sinha
Pricing Analyst at EasyshipPricing Analyst at Easyship
Max BaehrMax Baehr
Partnerships Manager at EasyshipPartnerships Manager at Easyship
Sara KhanSara Khan
Social Media Manager at EasyshipSocial Media Manager at Easyship