Shikha Rajan
Summary
Dynamic Call Center Representative with a proven track record at Senior Executive, excelling in customer relationship management and data analysis. Recognized for enhancing customer satisfaction through effective communication and process improvement. Skilled in training and mentoring, consistently achieving high performance benchmarks while fostering team collaboration.
Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Escalation Team Member
Senior Executive
07.2018 - 09.2022
- Managed escalated customer issues to ensure timely resolution and satisfaction.
- Collaborated with cross-functional teams to address complex service challenges.
- Analyzed customer feedback to identify trends and improve service processes.
- Developed training materials for new team members on escalation protocols.
- Facilitated communication between customers and senior management during critical situations.
- Documented escalation cases to maintain accurate records and improve response strategies.
Education
MBA - Human Resources Management
Alagappa University
Tamil Nadu 12.2021 - 12.2024
Skills
- Customer relationship management
- Call management
- CRM software
- Data analysis
- Customer feedback analysis
- Process improvement
- Team collaboration
- Training and mentoring
- Effective communication
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Malayalam
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Affiliations
- Research Assistant/Intern
- Coding/Programming Projects
- Freelance Work (Writing, Design)
- Professional Workshops/Certifications
Timeline
MBA - Human Resources Management
Alagappa University
12.2021 - 12.2024
Escalation Team Member
Senior Executive
07.2018 - 09.2022