Madhuchhanda Malik
New Delhi
Summary
Resourceful Senior Associate known for high productivity and efficient task completion. Possess specialized skills in project management, financial analysis, and client relationship building. Excel in time management, teamwork, and adaptive thinking which significantly contribute to achieving organizational goals.
Overview
6
6
years of professional experience
Work History
Senior Associate Analyst (Personal Loan)
Commonwealth Bank of Australia
Bangalore
09.2024 - 04.2025
- Providing prompt support to customers via email, chats and messages.
- Offer clear, concise information about products, services and policies.
- Diagnose customer problems by asking targeted questions and guiding them through solutions.
- Document recurring problems and suggest solutions to prevent future occurrences.
- Address customer complaints professionally and empathetically, aiming to de-escalate tense situations.
- Relay customer feedback to the product and service teams for continuous improvement.
Senior Consultant (Solitaire Grand Harvest)
24-7 Intouch
Bangalore
09.2022 - 08.2024
- Take charge of the non-voice customer support team, ensuring to provide top-tier assistance to players.
- Manage escalated gamer concerns and issues promptly and effectively, maintaining a positive customer experience throughout.
- Guide to enhance the performance of support agents by helping to minimize response times and resolution rates, and providing coaching as needed.
- Analyze non-voice support data for trends and insights of incoming issues, providing regular reports to Knowledge Based Specialist and Team Leaders.
- Manage crisis situations and urgent customer issues with professionalism and empathy, minimizing negative impacts on the gaming community.
- Continuously seek ways to improve the overall customer experience for gamers, implementing initiatives to delight and retain players.
Content Writer
ExitoDesingZ
Bangalore
09.2019 - 02.2022
- Communicate with present and potential clients to understand their needs and expectations and applying the same in development.
- Efficiently manage content calendars to ensure a consistent publishing schedule across all digital channels.
- Generate innovative content ideas that resonate with the target audience and effectively communicate the brand's message and values.
- Create top-notch written content tailored for diverse digital platforms like websites, blogs, social media, email newsletters, and promotional materials.
- Implement effective SEO tactics by conducting thorough keyword research to enhance content visibility and search engine rankings.
- Thoroughly review and refine content for accuracy, coherence, and adherence to brand guidelines, ensuring polished and error-free output.
- Ensure all contents complies with legal and regulatory standards, including copyright, data privacy and advertising guidelines.
- Gathering feedback from clients to implement and improve quality.
Escalation Manager L2
Nobroker
Bangalore
05.2019 - 07.2019
- Addressing customer complaints and concerns that frontline staff cannot resolve, ensuring thorough investigation and effective resolution.
- Act as a bridge between customers and internal departments, ensuring accurate and timely communication between all parties involved.
- Continuously oversee service levels and customer satisfaction metrics to pinpoint areas needing improvement, such as on-time delivery, damage rates, and feedback analysis.
- Coordinate with vendors and subcontractors to resolve service-related issues, including contract negotiation, performance monitoring, and issue resolution.
Education
Master of Business Administration - Dual specialization (supply chain and project management)
Bachelor of Science - Mathematics and Computing
Institute of Mathematics and Applications
Bhubaneswar, OdishaIntermediate - Science
Deepika English Medium School
Rourkela, OdishaMatriculation - Science
Deepika English Medium School
Rourkela, OdishaSkills
- TECHNICAL SKILLS
- ProCAD
- Servicenow
- Citrix
- Microsoft Word
- Microsoft Excel
- Google Sheets
- INTERPERSONAL SKILLS
- Excellent communication skills
- Active listener
- Problem solving skills
- Adaptability and flexibility
- Team collaboration
Timeline
Senior Associate Analyst (Personal Loan)
Commonwealth Bank of Australia
09.2024 - 04.2025
Senior Consultant (Solitaire Grand Harvest)
24-7 Intouch
09.2022 - 08.2024
Content Writer
ExitoDesingZ
09.2019 - 02.2022
Escalation Manager L2
Nobroker
05.2019 - 07.2019
Master of Business Administration - Dual specialization (supply chain and project management)
Bachelor of Science - Mathematics and Computing
Institute of Mathematics and Applications
Intermediate - Science
Deepika English Medium School
Matriculation - Science
Deepika English Medium School
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