Karan Saxena

As a Senior Process Executive at Google, one of my responsibilities
is to offer first-rate customer service via phone, chat, and email for
customer's Google Business Profiles. I'm committed to providing
prompt, effective client service while upholding tight quality
standards. Utilizing my technical expertise and analytical abilities, I
work to provide precise and fast answers that improve the clientele's
overall experience.
•Handling a high volume of customer inquiries and providing
prompt and effective resolutions.
•Conducting thorough investigations to identify the root cause of
issues and recommend suitable solutions.
•Collaborating with cross-functional teams to ensure seamless
resolution of complex customer concerns.
•Ensuring adherence to quality guidelines and best practices in
customer service interactions.
•Continuously monitoring and evaluating performance metrics to
drive improvements and maintain high customer satisfaction levels.
•Providing valuable feedback to enhance the quality of responses
and the overall customer support process.
•Offering guidance and mentorship to support professional growth
and development within the organization.
•Communication and Collaboration:Engaging in effective communication with customers to understand their concerns clearly and provide personalized assistance.
•Collaborating with technical teams to escalate complex issues and
facilitate timely resolutions.
•Building strong relationships with customers and stakeholders to
foster trust and enhance the overall customer experience.

• Managing the quality audits for the team.
• Taking quality refreshers for the new updates.
• Monthly and weekly quality reports.
• Calibration calls with the offshore project managers.
• Taking supervisor calls for escalations.Coaching,mentoring and production improvement drives for the
• Involves dealing with the business advisors, sales & marketing teams and supporting them in resolving issues for the clients
• Define and troubleshoot issues through business analysis for anything that is related to or prevents the selling process as reported
• Create reports on product working using various advance excel techniques : Pivot, vlook up h look up and basic formulas
• Acknowledged by the Client (Greg Gebris, Thryv) for supporting and giving systematic resolution to the Client during Covid-19 time.

• As a third party planner and organizer, assisting client to use Cvent's event management software to quickly plan simple or complex events, and take their events to next level.

• Managing all Billing Disputes Transactions Processing on any discrepancies that arise against transactions made on the credit cards by Non-US Card members with Domestic US Merchants
• International Card members include proprietary & non-proprietary Cards
• American Express Global Network Services (AEGNS) governs the Business Operating Policies (BOP) of ES-International
• Closed cases within resolution timeframe under AEGNS Guidelines
• Initiated process improvements by identifying service delivery gaps and offering solutions
• Understood the needs and concerns of Clients and provided the best possible solutions
• Mentoring, innovating and evolving best practices that helped my peers improve their performance levels
• Organized various team activities and events regularly at the place of work, such as office and team off-sites that encouraged team interaction and healthy relationship building
• Promoted Twice: Analyst to Senior Analyst | Senior Analyst to Master Dispute Analyst
• Analysis and resolution deliverance of issuer disputes as intermediary between international card members and US-Domestic Merchant at ES International
• Resolve disputes set-up by the International Card members for the charges incurred in the US
• Contact the merchant and obtain the documentation from them
• Once we receive the Documentation we analyze it and decide whose favor the dispute should go to
• Worked on reports for the incentives, basic score card of the reps using advance excel, majorly vlook up and pivot for the score card trend.