Imran Khan
Delhi
Summary
Positive and customer‑focused professional with experience in customer service and case management. Skilled in resolving employee cases, reviewing documentation, supporting team members, and collaborating with stakeholders to ensure accurate process execution. Known for problem solving, adaptability, and delivering high‑quality service in fast‑paced environments.
Overview
9
9
years of professional experience
Work History
T3- ANALYST
Alight Solutions
11.2023 - Current
- Successfully sustained leave administration operations after process acquisition by Alight Solutions, maintaining operational stability and service quality.
- Manage return‑to‑work cases for ExxonMobil, ensuring timely and compliant case resolution through detailed paperwork review and close adherence to client expectations.
- Provide ongoing support to team members by assisting with complex return‑to‑work scenarios, employee leave concerns, and call handling challenges, helping maintain service standards and team efficiency.
Senior Customer Service Associate
Guardian
04.2023 - 11.2023
- Handled Leave Management Cases: Processed new leave requests and managed employee inquiries regarding leave policies and entitlements.
- Provided Customer Support: Assisted callers by resolving queries efficiently while ensuring compliance with company policies.
- Maintained Performance Metrics: Consistently met AHT (Average Handle Time) and CSAT (Customer Satisfaction) targets.
- Effective Issue Resolution: Investigated and resolved leave-related concerns, ensuring a smooth experience for employees.
Senior Customer Service Associate
Concentrix
08.2020 - 04.2023
- Providing training and mentoring to the customer service team.
- Support during high shrinkage.
- Handling complaints calmly and professionally, providing appropriate solutions.
- Monitoring customer surveys and feedback to develop corrective actions.
- Navigating customer support channels to resolve diverse queries within target timeframes.
Customer Service Associate
Arvato Bertelsmann
12.2016 - 08.2018
- Processed customer payments and facilitated setting up of direct debits.
- Supported team during high shrinkage.
- Provided excellent customer support and guidance.
- Addressed customer service enquiries quickly and accurately.
- Provided an extensive background on product specifications, usability, prices and other details.
Education
M.COM -
IGNOU
01-2018
B.COM - undefined
Delhi University
01-2015
12TH - undefined
Central Board of Secondary Education
01-2012
10TH - undefined
Central Board of Secondary Education
01-2010
Skills
Leave Administration & Return‑to‑Work Management – Manage end‑to‑end leave and RTW cases with a focus on accuracy, compliance, and timely resolution
Stakeholder Collaboration – Engage with stakeholders to clarify requirements, resolve process gaps, and ensure 100% understanding before execution
Problem Solving & Escalation Handling – Quickly analyze issues, identify root causes, and implement effective solutions; problem solving is a core strength
Team Support & SME Assistance – Provide continuous guidance to team members on RTW processes, employee calls, and leave‑related concerns
Fast Learner & Tool Adaptability – Quickly learn new tools and processes and implement them in the most efficient and effective manner
Client & Employee Service Focus – Ensure client expectations are met while maintaining a positive and professional employee experience
ADDITIONAL INFORMATION
- Father's name: Latif Ahmed Khan
- Date of birth: 16th Sep 1992
- Gender: Male
- Address: 6690/4, Kothi Mem Bara Hindu Rao Delhi-06
- Marital status: Single
- Nationality: Indian
Timeline
T3- ANALYST
Alight Solutions
11.2023 - Current
Senior Customer Service Associate
Guardian
04.2023 - 11.2023
Senior Customer Service Associate
Concentrix
08.2020 - 04.2023
Customer Service Associate
Arvato Bertelsmann
12.2016 - 08.2018
B.COM - undefined
Delhi University
12TH - undefined
Central Board of Secondary Education
10TH - undefined
Central Board of Secondary Education
M.COM -
IGNOU