Esha Agarwal
Gurugram
Summary
Personable and dedicated customer service analyst with extensive experience in the industry for almost two years, with knowledgeable skills in MS Excel and Artificial Intelligence. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Analyst
MoreTasks
Gurgaon
07.2023 - Current
- Rewarded with 'Employee of the Month' for October 2024 for handling over 1,000 chats, with a customer satisfaction score of 4.1 across interactions, with 158 positive reviews.
- Trained and guided 7 to 8 new hires in workflow processes and job functions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Implemented changes based on feedback received from surveys sent out to customers.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Analyzed customer inquiries and complaints in order to provide accurate solutions.
- Managed escalations from customers who were not satisfied with initial response.
- Coordinated bookings for various venues and researched products to deliver detailed and informative client support.
Social Media & Content Strategist
Girl Up Aashayein
New Delhi
03.2021 - 02.2023
- Collaborated on nine projects with different organizations on menstrual hygiene, mental health wellness, and sexuality health awareness, etc.
- Tracked communications strategies, advertising campaigns and marketing approaches to measure successes and failures.
- Sourced marketing data from existing sources, keeping costs down and diversifying streams for maximum usefulness.
- Summarized raw data and analyses and made recommendations based on findings.
- Conducted extensive research to guarantee data-driven planning and support the fundamental development of project bases.
Human Resources Intern
Material Library
Gurgaon
11.2021 - 12.2021
- Publishing Job availabilities on the company website and job portals like Naukri.com, Indeed, LinkedIn, Internshala.
- Screening the resumes and lining up suitable candidates for Interviews for different roles.
- Prepared onboarding documents for new hires, such as contracts and employee handbooks.
- Participated in staff meetings to discuss company policies and procedures related to human resources management.
- Developed or implemented recruiting strategies to meet current or anticipated staffing needs.
Education
Post Graduation Diploma - Counseling Psychology
Amity Institute Of Psychology And Allied Science
NoidaBachelor of Arts - Human Resources Management & Psychology
Kamala Nehru College, University of Delhi
New Delhi Skills
IT Skills: Advanced Microsoft Excel, Word, PowerPoint, Kustomer, Back Office, Artificial Intelligence
Soft skills: Problem solving, Teamwork, Time management, Communication, Interpersonal skills, and Adaptability
Certification
1. Executive Certification | Human Resource Management
Indian Institute of Technology, New Delhi
2. Advanced Excel Cerification | Internshala Trainings
Timeline
Senior Analyst
MoreTasks
07.2023 - Current
Human Resources Intern
Material Library
11.2021 - 12.2021
Social Media & Content Strategist
Girl Up Aashayein
03.2021 - 02.2023
Post Graduation Diploma - Counseling Psychology
Amity Institute Of Psychology And Allied Science
Bachelor of Arts - Human Resources Management & Psychology
Kamala Nehru College, University of Delhi
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