Kanishka
Senior Process advisor
Ghaziabad
Summary
Dynamic Senior Process Advisor at Barclays Global Service Centre with a proven track record in operational excellence and process improvement. Skilled in analytical thinking and effective communication, I reduced process errors significantly while mentoring junior staff and fostering cross-functional collaboration to enhance team performance. Recently, I have been awarded with certificate for the customer Obsession.
Overview
6
6
years of professional experience
Work History
Senior Process Advisor
Barclays Global Service Centre
08.2022 - Current
- Created comprehensive documentation of processes to ensure consistent execution across teams.
- Reduced process error rate with thorough analysis and implementation of corrective measures.
- As a senior Process advisor,
- Demonstrated excellent problem-solving skills when faced with challenging situations or disputes from clients.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting their professional growth.
- Generated Monthly data for the team such RPC OPC AM Comfort/ Lunch Breaks, Short calls.
- Validated exceptions against policies for the team to minimize Process Gap and promote Process growth.
- Mentored junior team members, contributing to their professional growth and development.
- I have also collaborated with Different teams In our process to rectify error findings within the process.
- I have been Responsible for making MOM for every session/ Meetings for the team.
- I have also been appointed as a floorwalker during the Global Outage Period wherein I was responsible to handle new colleagues queries.
Customer Service Associate
Amazon Development Service Centre PVT Ltd
10.2019 - 07.2022
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- In My 3 years of career with Amazon, I have made the most of it. I have been cross skilled to several departments.
- I had been appointed as an SME for the newly Launched Process HBS (Heavy Bulky services) for the team hired outside of India.
- I have worked as a Concession Abuser Prevention Advisor to minimize concession abuse and resolve disputes.
- I have worked with Amazon Across different Portfolio DE, UK and US.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Education
Bachelor of Arts - Bachelor of Arts(Mathematics And Computer App.)
Choudhary Charan Singh Sr Sec School
Shahabad, India 04.2001 -
Skills
Operational excellence
Business process improvement
Process automation
I have a really good knowledge of MS office
I Have excellent communication skills
Teamwork
Problem-solving abilities
Multitasking
Time management
Adaptability and flexibility
Effective communication
Analytical thinking
Interpersonal skills
Cross-functional collaboration
Process improvement
Performance metrics
Timeline
Senior Process Advisor
Barclays Global Service Centre
08.2022 - Current
Customer Service Associate
Amazon Development Service Centre PVT Ltd
10.2019 - 07.2022
Bachelor of Arts - Bachelor of Arts(Mathematics And Computer App.)
Choudhary Charan Singh Sr Sec School
04.2001 -
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