KUSHAGRA DIKSHIT
Delhi
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
9
9
years of professional experience
16
16
years of post-secondary education
Work History
Senior Customer Service Analyst
American Express National Bank
Gurg
10.2021 - Current
- Consistently outperformed all shareholder metrics as part of the pilot batch in India since 2021
- Facilitated procedural learning and mentoring of fellow team members
- Trained each and every new hire that has joined the team and assisted with acclimatizing to the new environment
- As team captain, mentored fellow colleagues by providing them performance reviews, feedback and goal setting to enable them in outperforming business goals
- Worked on several projects that prevented customer impact and resulted in improved customer experience
- Managed and delegated all of the team's workload while completing all tasks within the desired Service Level Agreement (SLA)
- Spearheaded initiatives to automate repetitive tasks, increasing efficiency and reducing errors in the team''s workflow.
- Enhanced team productivity by implementing new training programs and performance evaluation metrics.
- Led workshops aimed at sharing best practices within the team resulting in improved collective skill sets.
- Conducted root-cause analysis of recurring issues leading to targeted process improvements that minimized repeat occurrences.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
Customer Service Representative
iEnergizer
Noida
10.2018 - 02.2021
- Communicated with customers who have escalated issues to determine beneficial resolution.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within team.
Customer Service Executive
FIS Global Business Solutions Pvt. Ltd
Gurgaon
09.2015 - 09.2017
- Understand the needs of the customers and provider effective solutions to their concerns
- Promote Vodafone as a brand to all its customers by providing exemplary customer service.
Education
Bachelor of Arts -
IEC University
Himachal Pradesh 08.2016 - 05.2019
Matriculation -
St. Columba's School
New Delhi 04.1998 - 03.2011
Skills
Advanced Communication
Teamwork and Collaboration
Problem-Solving
People Management
Documentation And Reporting
Coaching
Work Planning and Prioritization
Attention to Detail
Timeline
Senior Customer Service Analyst
American Express National Bank
10.2021 - Current
Customer Service Representative
iEnergizer
10.2018 - 02.2021
Bachelor of Arts -
IEC University
08.2016 - 05.2019
Customer Service Executive
FIS Global Business Solutions Pvt. Ltd
09.2015 - 09.2017
Matriculation -
St. Columba's School
04.1998 - 03.2011
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