Karan Malik
Senior Analyst
New Delhi,DL
Work Preference
Summary
Results-oriented Senior Analyst with over 10 years of experience delivering data-driven insights, client-focused solutions, and operational improvements within global customer operations. Expertise includes consulting execution, stakeholder management, performance analytics, SLA governance, and supporting business development initiatives. Proven track record of enhancing client satisfaction and utilization while driving measurable business impact underscores a commitment to excellence in every project. Passionate about leveraging analytical skills to foster innovation and optimize operational efficiency.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Senior Analyst
HCLTech
02.2025 - 09.2025
- Maintained strong client relationships, ensuring timely delivery, and positive feedback.
- Supervised daily team operations.
- Partnered with internal stakeholders to drive process improvement and continual improvement initiatives, aligning with organizational goals.
- Monitored the quality of work, handled escalations, and ensured compliance, sharing feedback and action items to improve performance.
- Conducted root cause analysis (RCA) for customer escalations, and implemented corrective actions to reduce recurrence.
- Leveraged internal tools, methodologies, and knowledge base articles to ensure consistent service delivery, and share actionable feedback with stakeholders.
- Engaging with other teams to enhance collaboration and growth.
- Shared knowledge within the team as per the recent updates shared by client and networks effectively with SMEs to make sure that change is accepted at organisational level.
Senior Customer Service Specialist
BT
01.2021 - 02.2025
- Delivered insights to improve CSAT, NPS, and FCR metrics.
- Mentored teams, conducted coaching, and supported quality governance.
- Identified upsell and retention opportunities aligned with business growth goals.
- Supported escalation management and stakeholder communication.
- Identified opportunities to improve KPIs, provide quality services, and maintain strong client relationships.
- Provided performance insights and intelligence to help address client business challenges.
- Leveraged internal tools, methods, and knowledge base articles to support consistent service delivery.
Customer Service Representative
Concentrix
02.2015 - 01.2021
- I joined Concentrix as a customer service executive and was promoted to senior customer service advisor.
- Supported customer operations through analysis, issue resolution, and reporting.
- Identified cross-sell opportunities, and contributed to service improvement initiatives.
- Provided the right resolution to their queries by ensuring the customer has a good experience.
- Regularly interacted with team managers and quality coaches to refine performance, contributing to improved customer satisfaction scores.
- Shared ideas for process improvement to make sure that the customer has best experiance.
Education
Bachelor of Business Administration (BBA) -
Maharshi Dayanand University
RohtakSkills
Consulting Execution
Certification
Six Sigma Black Belt : Lean and Six Sigma Fundamentals
Hobbies
Travelling, reading and dining out with friends
Accomplishments
- Supervised team of 10 members.
- Achieved improvement in NPS and FCR by conducting team huddles with Team Leaders and Operation Managers.
- Achieved increase in revenue by making sure that we as a team are following customers first approach, by addressing their needs and listening to their queries.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Interests
Travelling
Photography
Reading
Journaling
Timeline
Six Sigma Black Belt : Lean and Six Sigma Fundamentals
09-2025
Senior Analyst
HCLTech
02.2025 - 09.2025
Senior Customer Service Specialist
BT
01.2021 - 02.2025
Customer Service Representative
Concentrix
02.2015 - 01.2021
Bachelor of Business Administration (BBA) -
Maharshi Dayanand University