Kabir Dhand
Bengaluru
Summary
Experienced individual with a demonstrated history of working in the service industry. Skilled in member experience and service operations. I possess high level of critical thinking, superior communication, analytical and organizational skills. Enthusiast about working on new projects and acquiring new skills. My belief in practical learning since high school days has paid dividends, making me self-sufficient, proactive and always willing to take extra steps to achieve my goal. I am a firm believer in reaching out for various opportunities in diverse fields and networking.
Overview
5
5
years of professional experience
Work History
Transactional Analyst
Livspace
Bengaluru
03.2022 - Current
- Identified and resolved problems through root cause analysis and research
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Recommended process improvements to continually identify, analyze and fix constraints and challenges
- Optimized core processes to improve business performance and operational agility
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Maintaining the FRT and SLA along with keeping track of the AHT of the concern to offer the best resolution with client satisfaction
- Tapping the correct pain points along with troubleshooting and managing the system related concerns for smoother client interface
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Maintaining the best in quality and quantity of performance along with being the top performer and employee of the month for 3-4 times
- Handled the Malaysia, Singapore, Saudi Arabia process for expansion of business in the arena of commercial and home interiors
- Handled and assisted with the processing and expansion of pilot project Casantro to enhance business in the arena of European finishes of wardrobe and kitchen services
- Analysed operational improvements against KPIs to measure progress
- Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations
- Boosted company efficiency and customer satisfaction by eliminating inefficient processes.
Associate - Member Experience
Airblack Technologies Pvt.Ltd
06.2021 - 12.2021
- Responsible for identifying, measuring & rectifying the parameters across different touchpoints for members experience along with maintaining the quickest SLA with effective and efficient high-quality ratings
- Was instrumental for refund claims & processing for platinum & premium segment courses
- Instrumental for processing remittances for pan India, Dubai, America & Chile members
- Handled back-end operations for core platinum and premium segment members
- Instrumental for vendor management for pan India & Dubai core platinum members
- Accountable for the logistics management for the premium segment members via Nykaa, Sugar cosmetics, The ayurvedic co
- Responsible for the execution of testimonials and success stories for core platinum and premium segment members to deliver the best-in-class success stories for the pan India and Dubai target audience
- Instrumental for creation of process enhancements and efficiencies, and manage projects linked to cross functional departments to completion
- Complete ownership for Managing all flows of inbound member requests and issues via email, chat and phone
- Provided resolutions and collaborated with interdisciplinary teams, escalating issues and collaborating with appropriate parties to establish a protocol on new processes and developments
- Responsible for providing the quickest FRT clocking a best average timer of 56 seconds for members concerns received via cross functional departments through email, live chat, calls & channels
- Instrumental and full ownership responsibility for attaining the best store ratings for the application via Trust pilot, Apple Store & Play Store
- Handled the onboarding process for the pan Dubai and India platinum segment consumers
- Responsible for driving celebrity masterclass low ratings experience with full effectiveness and efficiency
- Conducted free trial masterclass back-end operations along with having the full ownership of the process
- Instrumental for look reviews and showcases for platinum segment and hair segment members.
Customer Care Executive
British Council
10.2020 - 01.2021
- Provided point of customer support to British council IELTS members
- Was instrumental for refund claim processing for IELTS examinations, enquiry on results and additional test report form
- Processed remittances for Indian Consumers
- Handled pre-Test/post-Test operations for IELTS india contact centre
- Executed document verifications for the visa/immigrations department
- Creation of key accounts and onboarding of the IELTS consumers.
Business Development Executive
American Express
10.2019 - 06.2020
- Conducted and managed face to face, business to customer service in the arena of premium financial services products- credit cards, insurances, supplementary cards
- Applied focused approach on lead generation of client database in order to acquire a larger consumer base along with generating major revenue for the corporation
- Managed and conducted quality check activities for customer relationship management during the process of onboarding and providing customer centric solutions as after sales services
- Attended client meetings and developed business in the interests of the corporation, along with theoretical and practical expertise in interpersonal relations: effective and professional communication, presentation and conflict management, managing the internal/external/quotation/order process, to win business
- Delivery of satisfactory customer relationship management along with creating key accounts for American Express card members and merchants.
Education
Bachelor of Business Administration in International Business -
Amity University Noida
05.2019
Amity International School Noida
05.2016
Skills
- MS office
- Sales force
- Tally9
- ORS
- ATS
- CRM
- Ingenium
- FileNet
- Lotus notes
- Citrix
- Myezxss
- Cisco
- Slack
- Retool
- Notion
- Gsheet
- Gdocs
- Intercom
- Keka
- Metabase
- Typeform
- Razorpay
- Excel
- Word
- Powerpoint
- Lark
- Zendesk
- Freshdesk
- Exotel
- Ozontel
- Getkookoo
- Lookerstudio
- Canvas
- Successfactor
- ADP
- Skilliate
Personal Information
Title: Transactional Analyst
Timeline
Transactional Analyst
Livspace
03.2022 - Current
Associate - Member Experience
Airblack Technologies Pvt.Ltd
06.2021 - 12.2021
Customer Care Executive
British Council
10.2020 - 01.2021
Business Development Executive
American Express
10.2019 - 06.2020
Bachelor of Business Administration in International Business -
Amity University Noida
Amity International School Noida
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