Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

PALAK MATHUR

New Delhi

Summary

With over six years of experience, I have grown from an Executive to a Senior Associate, developing expertise in customer engagement, process optimization, and team leadership. Throughout my journey, I have taken on responsibilities that require precision, adaptability, and strategic thinking—ensuring smooth operations while mentoring and training teams to excel in service quality.

I thrive in fast-paced environments, handling high-volume tasks, resolving complex issues, and driving efficiency. My commitment to learning and embracing new technologies allows me to implement smarter workflows and improve business processes. By staying ahead of industry trends, I aim to integrate innovative solutions that not only benefit the organization but also enhance customer experience and operational effectiveness.

With a strong ability to lead, collaborate, and communicate effectively, I take pride in fostering high-performance teams and contributing to impactful business decisions. Eager to take on challenges, streamline processes, and create meaningful results, I look forward to joining an organization where I can put my skills to work and continue growing professionally.

Overview

6
6
years of professional experience

Work History

Senior Associate

EXL Services Private
01.2019 - Current
Customer Engagement & Strategic Issue Resolution
  • Orchestrated customer support operations, addressing complex queries related to payments, refunds, deposits, login issues, and account closures, ensuring seamless service delivery and improved customer experiences.
  • Managed 150+ outbound calls daily, proactively assisting customers while educating them on new schemes and policy updates, leading to increased customer awareness and engagement.
  • Provided multi-channel support via calls and emails, delivering timely resolutions while enhancing brand credibility and retention rates.
  • Developed expertise in utility-based services for UK customers, ensuring compliance with industry-specific regulations and consumer protection standards.
Process Excellence & Quality Control
  • Spearheaded call audits to monitor agent interactions, ensuring adherence to company policies, zero compliance violations, and consistently high-quality service standards.
  • Maintained a 100% quality check rating, implementing best practices to minimize errors while optimizing customer resolution processes.
  • Oversaw new team members' work, ensuring process proficiency and continuous performance improvements through tailored feedback sessions.
  • Responsible for timely sample collection and accurate e-report delivery, maintaining process efficiency and internal accuracy in handling sensitive customer data.
Leadership, Mentorship & Team Development
  • Trained and mentored new/existing team members, providing detailed guidance on process workflows, compliance measures, and customer interaction strategies to enhance performance and service consistency.
  • Developed comprehensive shift schedules, ensuring optimal staffing, workload distribution, and seamless operations across different service periods.
  • Led daily shift handover meetings, offering performance insights, operational updates, and key recommendations for continuous improvements.
  • Managed a high-performance team of 8, supervising individual progress while ensuring alignment with corporate objectives and service excellence.
  • Provided constructive feedback to team members and vendors, effectively addressing escalations while promoting accountability and high service standards.
Operational Efficiency & Stakeholder Collaboration
  • Successfully handled over 200+ calls daily, maintaining peak efficiency, productivity, and exceptional accuracy in account resolution and financial communications.
  • Managed client and vendor escalations, ensuring prompt issue resolution while upholding EXL’s reputation for swift and reliable customer support.
  • Generated monthly analytical reports for senior management, assisting stakeholders in data-driven decision-making to refine customer engagement strategies.
  • Acted as a liaison between internal teams, clients, and vendors, ensuring smooth communication and resolution of service-related issues.
  • Developed tracking mechanisms for daily account interactions, ensuring accuracy in call records, financial updates, and customer follow-ups.
Business Impact & Performance Optimization
  • Championed process improvements, identifying inefficiencies and implementing strategic solutions to boost operational effectiveness.
  • Played a key role in reducing escalations through proactive engagement, timely resolutions, and exceptional stakeholder management.
  • Enhanced the training curriculum for new hires, streamlining onboarding processes and accelerating team proficiency.
  • Established internal monitoring frameworks, ensuring real-time performance tracking, compliance, and continuous service enhancements.
  • Demonstrated superior multitasking skills by balancing audits, team management, client communication, and performance assessments while maintaining high accuracy in service delivery.

Education

MBA - HR

IMT
01-2023

Bachelor of Arts -

Delhi University
New Delhi, India
01-2020

CBSE 10 + 2 -

St Peter's Convent School
01-2017

Skills

  • TTT Certified Trainer
  • Team Leadership & Collaboration
  • Process Auditing & Quality Assurance
  • Customer Engagement & Communication
  • Presentation & Reporting
  • Microsoft Office Proficiency

Languages

English
Advanced (C1)
Hindi
Advanced (C1)

References

References available upon request.

Timeline

Senior Associate

EXL Services Private
01.2019 - Current

MBA - HR

IMT

Bachelor of Arts -

Delhi University

CBSE 10 + 2 -

St Peter's Convent School
PALAK MATHUR