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
Athlete Experience Specialist
Ultrahuman
Bangalore
10.2024 - Current
- Conducted technical support to resolve user concerns regarding product functionalities.
- Instrumental in the contribution of the operating scale to $74.5 million for the CY24.
- Provided real-time support by taking over 3,500 new user conversations monthly, with an AHT of less than a minute for PowerPlug, UltraHuman X, and the extended ecosystem (M1, Home, and Blood Vision).
- Complete ownership of managing all flows of inbound member requests and issues via email, social media handles, and chat.
- Indispensable for the creation of process enhancements and efficiencies, and managing projects linked to cross-functional departments to completion.
- Streamlined inbound communication processes for addressing diverse member requests effectively.
- Optimized warehouse procedures to improve process flow and was responsible for handling cross-border logistics.
Transactional Analyst
Livspace
Bengaluru
03.2022 - 10.2024
- Maintaining superior quality FRT/SLA/AHT within 10 minutes for the client concerns to offer the best resolution with utmost client satisfaction
- Instrumental for handling 90,000+ plus tickets & escalations in the span of 2 FY's
- Handled 2000+ plus refunds & cancellation cases for smoother client exit transition
- Boosted and contributed in the growth of 13-14% revenue for the FY23-24 through MQL's via member experience channel
- Supported in growth of 50 per cent CAGR in the past two fiscal years and assisting with a turn over of 1.1-1.2 Cr growth in revenue of 30%
- Contributory for bringing in 360-380 MQL's with a conversion rate of 18% Pan India to boost business and revenue.
- Tapping the key metric pain points along with troubleshooting and managing the system related concerns for smoother client interface
Associate - Member Experience
Airblack
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 conducive 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
- 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
- Indispensable 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
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
Education
Bachelor of Business Administration in International Business -
Amity University Noida
Noida, UP05.2019
Amity International School Noida
Noida, UP05.2016
Skills
- Sales force, Lotus Notes, Cisco, Slack, Retool, Notion, Intercom, Keka, Metabase, Razorpay, Lark, Zendesk, Freshdesk, Exotel, Ozontel, Getkookoo, Lookerstudio, Canvas,Stripe, Dashboard, Kustomer, Shopify, Typeform
- Risk Mitigation, Root Cause Analysis, Project Management, Process Improvements, Time Management, Relationship Building, Analytical Skills, Quantitative skills, Effective Communication, Attention to Detail
Timeline
Athlete Experience Specialist
Ultrahuman
10.2024 - Current
Transactional Analyst
Livspace
03.2022 - 10.2024
Associate - Member Experience
Airblack
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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