Open To Work
Kishan Khiya
Bangalore
Summary
Results-oriented leader with 7 years of experience in customer service and business analysis. Expertise in team leadership, customer satisfaction enhancement, escalation management, and process improvement. Recipient of multiple awards for outstanding performance. Seeking Team Leader role to utilize leadership and stakeholder management skills.
Overview
8
8
years of professional experience
Work History
Subject Matter Expert (SME)
Accenture
Bangalore
01.2024 - Current
- Promoted to SME in March 2026 after consistently exceeding performance benchmarks.
- Delivered record‑breaking CSAT of 77.1% (floor average 66%, previous team high 68%).
- Sustained CSAT scores of 72.3%, 72.1%, and 70.1% in new team with many first‑time advisors, exceeding team average of 64%.
- Led a team of ~20 advisors, ensuring KPI compliance and operational efficiency.
- Conducted call monitoring and managed escalations, restoring customer satisfaction through effective follow-up and support.
- Trained advisors on coding requirements for package changes and validated sales work orders for accuracy.
- Proposed and implemented process improvements by merging two Virgin Media applications, enhancing operational efficiency.
- Prepared performance dashboards and reports for management to highlight trends and drive improvements.
- Honored with Best CSAT Team award for achieving record customer satisfaction scores. (77.1% record, 72.1% team) and multiple quarterly Best Employee recognitions.
Senior Customer Service Associate (Amazon Sellers)
Tech Mahindra
Bangalore
10.2022 - 12.2023
- Delivered exceptional support for international Amazon sellers (55 positive vs. 4 negative responses).
- Collaborated cross‑functionally to exceed performance targets by implementing feedback from diverse teams.
- Contributed to process improvements that enhanced service quality and customer satisfaction.
- Award: Best Overall Performance (quarterly).
Business Analyst
Tata Consultancy Services
Bangalore
07.2018 - 12.2021
- Analyzed business requirements and extracted data to deliver actionable insights, enhancing decision-making.
- Supported client changes and addressed ad-hoc requests promptly, ensuring client satisfaction.
- Contributed to charity events for Sadhnasamarpan, promoting community engagement and strengthening support initiatives.
- Award: Best Employee Performance (quarterly R&R).
Education
BBA - Finance
Sindhi College
Bangalore, India06-2018
Skills
- Team leadership and coaching
- Conflict resolution and escalation handling
- Customer satisfaction improvement
- Telecom fault resolution(Internet, TV, Landline)
- Process improvement and client interaction
- Data analysis
- Performance reporting and dashboarding
- Advisor training on coding and package changes
- Sales order validation
- CRM tools and analytics
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Gujarati
Native
Native
Accomplishments
Accomplishments
• Retail Analytics Certification (TCS)
• Best Manager (2017, 2018) – College recognition
• Research Paper: Employee job satisfaction survey at Nexa showroom, Bangalore
• Retail Analytics Certification (TCS)
• Best Manager (2017, 2018) – College recognition
• Research Paper: Employee job satisfaction survey at Nexa showroom, Bangalore
Timeline
Subject Matter Expert (SME)
Accenture
01.2024 - Current
Senior Customer Service Associate (Amazon Sellers)
Tech Mahindra
10.2022 - 12.2023
Business Analyst
Tata Consultancy Services
07.2018 - 12.2021
BBA - Finance
Sindhi College