Kushagra Rastogi
Master Customer Service Analyst
Shahdra
Summary
Result-oriented Master Customer Service Analyst with over 5+ years of experience driving customer satisfaction, loyalty, and retention in highly competitive markets. Proven track record in developing and implementing customer-centric strategies that enhance the customer experience, improve service delivery, and drive revenue growth. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
Work History
Master Customer Service Analyst
American Express India
12.2023 - Current
- Promoted to Master CCP after achieving the required targets in December 2023.
- Managing multiple interactions at a time with high typing speed with accuracy.
- Meeting the daily goals and inclined to better results after servicing in terms of FCR, CHT, RTF, ATS & Vibes rating.
- I have also helped new team members in Mentor Mentee program as I was the Mentor and there were 2 team members under me and I made sure they achieve good numbers and meet their targets.
- Managed escalated customer complaints to successful resolution, ensuring satisfaction and continued loyalty.
- Working as Value Gen Spoc in the team since December 31st, 2022, and making sure we have maximum offers and accepts around the teams and our team was on the top for complete 2023 and mid of 2024 till Value Gen was offered.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
Senion Customer Service Analyst
American Express India
07.2022 - 11.2023
- US Credit Card Servicing, Providing Support on different type of credit cards, reviewing credits and profiles
- Supporting and understanding every card member by going one step ahead
- Managing chats by applying conflict resolution skills and extensive knowledge of policies and process
- Following the journey of a credit card from application to cancellation and ensuring the best servicing experience for Business/ Corporate/ consumer cards and other products
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills.
Senior Customer Service Executive
I Energizer India
09.2021 - 06.2022
- Assisted a team of customer service representatives, improving response times and resolutions.
- Implemented customer service protocols that streamlined operations and enhanced service quality.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Implemented and developed customer service training processes.
Senior Customer Service Executive
I Energizer India
10.2019 - 08.2021
- Determining the courses of issues and providing best resolutions.
- Addressed customer inquiries and resolved issues efficiently, maintaining high customer satisfaction rates.
- Assisted in the development of training materials and conducted training sessions for new hires.
- Contributed to team efforts by accomplishing related results as needed.
Education
Bachelor of Commerce -
Durga Narayan Degree College
Farrukhabad, India 04.2001 -
Intermediate -
St. Anthony Senior Secondary School
Farrukhabad, India 04.2001 -
High School -
St. Anthony Senior Secondary School
Farrukhabad, India 04.2001 -
Skills
Customer query handling
Improving customers experience
Strategic Planning and Execution
Team Leadership and Development
Project Management
Data Analysis and Insight
Customer Retention Strategies
Problem Solving and Conflict Resolution
Communication and Relationship Building
Professional Achievements
RTF Champion in month of July 2024 at American Express.
Employee of the Month in February and June and July 2021 at iEnergizer.
Timeline
Master Customer Service Analyst
American Express India
12.2023 - Current
Senion Customer Service Analyst
American Express India
07.2022 - 11.2023
Senior Customer Service Executive
I Energizer India
09.2021 - 06.2022
Senior Customer Service Executive
I Energizer India
10.2019 - 08.2021
Bachelor of Commerce -
Durga Narayan Degree College
04.2001 -
Intermediate -
St. Anthony Senior Secondary School
04.2001 -
High School -
St. Anthony Senior Secondary School
04.2001 -
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