Kashika Bhalla
Noida
Summary
Results-driven and versatile professional with over 5.5 years of experience in Customer Success, Quality Analysis, Team Leadership, Training, and Fraud Investigation. Proven track record as a dedicated and tactful Customer Service Lead, showcasing significant knowledge and expertise in problem-solving. Committed to providing high-quality service, adept at developing strong customer relationships, and possessing excellent interpersonal skills. Deep understanding of conflict resolution and effective team leadership.
Overview
6
6
years of professional experience
Work History
Team Lead || Customer Support
Per Annum
04.2024 - Current
- Leading a team of 10 agents, ensuring smooth operations and performance excellence.
- Designing and implementing SOPs to streamline processes and improve efficiency.
- Revamping the reporting structure to enhance visibility and accuracy in team metrics.
- Overhauling email templates and complaints pages, improving user experience and response effectiveness.
- Reduced ticket inflow on Zoho from 437 to 100 per day, improving resolution times and resource management.
- Training the team on soft skills, enhancing communication and customer interaction quality.
- Managing high-priority escalations, ensuring timely resolution of social media and critical cases.
- Configured tags on Zoho CRM to track performance metrics and improve inquiry management.
Team Lead || Customer Service
Zomato Hyperpure
12.2019 - 07.2023
- Led communication initiatives between third-party vendors and in-house personnel, resulting in a noteworthy 11% reduction in expenses for the Quality Assurance Team
- Formulated and customized protocols, alongside the creation of instructional materials with regular updates, yielding a 96% enhancement in Email and Call Quality
- Developed systematic refund policies to ensure efficient and customer-friendly processes
- Identified discrepancies in existing regulations, enhancing customer satisfaction
- Streamlined processes for slot and address modifications and provided direct access through a user-friendly interface
- Established a comprehensive classification system for customers based on their ordering and refund history, contributing to a more personalized and effective customer service approach.
Fraud Investigator
Zomato
01.2019 - 09.2019
- Verified and investigated fraud cases utilizing SQL, meticulously tracking user IDs, IP addresses, and phone numbers to compile compelling evidence
- Proactively blocked scam customers, resulting in a substantial reduction in financial losses
- Conducted thorough data analysis to identify patterns and trends in fraudulent activities, generating detailed reports to document investigations
- Collaborated with third-party vendors to ensure strict compliance with established policies
- Monitored fraud risk and developed preemptive enforcement strategies to prevent potential losses
- Maintained effective communication with legal, finance, and other departments to coordinate efforts in mitigating fraud risks
- Evaluated data systematically to make informed decisions and collaborated with IT to implement robust anti-fraud measures
- Ensured data accuracy and integrity throughout investigations, fostering a comprehensive approach to fraud prevention and detection
- These experiences have honed my ability to coordinate cross-functional efforts, communicate effectively, and implement proactive strategies to protect against fraudulent activities.
Customer Delight Associate
Zomato
05.2018 - 01.2019
- Greeted clients and guests professionally and courteously, fostering a welcoming atmosphere to cultivate and maintain positive relationships
- Served as a mediator between the company and customers, ensuring effective communication and resolution of any issues to enhance customer satisfaction
- Demonstrated problem-solving skills by addressing customer issues with the best available solutions, emphasizing a commitment to delivering optimal customer experiences
- Took a leadership role in mentoring and training new employees, aligning the team with process requirements and updating them with the latest upgrades to ensure a cohesive and informed workforce
- Implemented rigorous screening processes for all applicants, thoroughly evaluating qualifications and backgrounds to meet and exceed stringent standards
- Maintained effective communication with potential hires, providing clarity on expected tasks, compensation, and company policies to facilitate a transparent and informed hiring process
- Developed targeted strategies for sourcing and onboarding specific candidate types, aligning with both short- and long-term business objectives to ensure a tailored and strategic approach to talent acquisition.
Education
M.com -
Guru Nanak Dev University (regional Campus)
Jalandhar07.2016
Skills
- Zoho
- Metabase
- Zendesk
- Google sheets
- Performance monitoring
- Google docs
- Ms office
- Sales force
- Problem Solving
- Leadership
- Communication
- Technical Aptitude
- Empathy
- Customer Focus
- Adaptability
- Conflict Resolution
- Customer Feedback Management
- Team Player
Timeline
Team Lead || Customer Support
Per Annum
04.2024 - Current
Team Lead || Customer Service
Zomato Hyperpure
12.2019 - 07.2023
Fraud Investigator
Zomato
01.2019 - 09.2019
Customer Delight Associate
Zomato
05.2018 - 01.2019
M.com -
Guru Nanak Dev University (regional Campus)
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