Rankit Kumar Dahiya
New Delhi
Summary
Results-driven BPO and operations professional with over 11 years of experience in customer service and quality management. Led process improvements and monitored KPIs to enhance operational efficiency. Managed complex customer inquiries and trained teams to elevate performance. Pursuing a position that offers increased responsibility to support organisational growth and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Senior Executive
Accenture pvt ltd
10.2025 - Current
- Recommended and upsold tailored plans, perks, and additional services based on customer needs to maximise revenue opportunities.
- Facilitated customer onboarding through new line activations, device upgrades, and service enhancements to ensure seamless transitions.
- Addressed customer concerns and queries regarding billing, payment, and account issues to enhance satisfaction.
- Maintained a customer-focused approach while resolving issues efficiently and meeting services and upselling.
- Provided technical support to customers experiencing service-related issues. and troubleshooting assistance for service-related issues.
Senior Executive
Fare portal INC Pvt. Ltd.
10.2022 - 09.2025
- Managed exchanges, cancellations, and schedule changes on Amadeus and Sabre platforms.
- Compiled weekly productivity and performance reports to track team effectiveness.
- Guided new customers through account setup and updates, facilitating smooth onboarding.
- Supported airline clients with account inquiries via chat and calls, enhancing customer satisfaction.
Showing Analyst
BMTG Advisor India Pvt. Ltd.
10.2021 - 03.2022
- Coordinated communication between clients and property agents through calls, texts, and emails to ensure alignment.
- Handled escalations and resolved communication issues to enhance client satisfaction.
- Scheduled appointments and managed lead flows to optimise client interactions.
- Conducted trainings and monitored process updates; prepared weekly/ad-hoc reports.
Subject Matter Expert
Concentrix India Pvt. Ltd.
12.2016 - 09.2021
- Managed multiple Sprint accounts and service plans, optimising client satisfaction and retention.
- Provided account support and troubleshooting for U.S. clients, ensuring timely resolution of issues.
- Led a team of 25 associates, ensuring quality compliance and KPI achievement.
- Conducted audits, coaching, and refresher training sessions.
- Supported setup of new accounts and presented service offers to clients, enhancing overall client onboarding experience.
Team Coach
Fidelity Information Services
06.2015 - 07.2016
- Coached team members to elevate performance and enhance service delivery outcomes.
- Assessed strengths and weaknesses of participants' performance and identified areas for further development.
- Organised and facilitated team meetings to discuss progress, obstacles, and strategies for moving forward.
- Built and maintained strong relationships with team members, fostering an environment of mutual respect.
- Assisted UK customers with internet troubleshooting and managed account inquiries to enhance user experience.
Senior Practitioner
IBM India Pvt. Ltd.
03.2013 - 04.2015
- Delivered technical support and account services to U.S. customers, enhancing customer satisfaction.
- Troubleshot and resolved desktop and laptop device issues, ensuring reliable network connectivity.
- Maintained customer records and streamlined backend operations to improve data accessibility.
Education
MCA -
I.G.N.O.U.
01-2013
BCA -
I.G.N.O.U.
01-2011
Class XII -
CBSE
01-2007
Class X -
CBSE
01-2005
Skills
- Customer Service Leadership
- Technical Assistance
- Technical troubleshooting
- Performance Metrics
- Data Reporting
- Project and Operations Management
- Root cause analysis
- Quality Control & Assurance
- Operational Strategy
- Customer management
- Customer engagement
- Analytical skills
- Problem-solving
- Problem resolution
- Team leadership
- Team motivation
Timeline
Senior Executive
Accenture pvt ltd
10.2025 - Current
Senior Executive
Fare portal INC Pvt. Ltd.
10.2022 - 09.2025
Showing Analyst
BMTG Advisor India Pvt. Ltd.
10.2021 - 03.2022
Subject Matter Expert
Concentrix India Pvt. Ltd.
12.2016 - 09.2021
Team Coach
Fidelity Information Services
06.2015 - 07.2016
Senior Practitioner
IBM India Pvt. Ltd.
03.2013 - 04.2015
MCA -
I.G.N.O.U.
BCA -
I.G.N.O.U.
Class XII -
CBSE
Class X -
CBSE