Summary
Work History
Education
Skills
Languages
Timeline
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Shikhar Malhotra

Shikhar Malhotra

Noida

Summary

Experienced and results-driven Customer Experience Manager with a proven track record in developing and executing successful strategies. I am seeking a challenging role where I can contribute my skills in strategic planning, team leadership, and creative problem-solving to achieve business objectives.

Work History

Customer Experience Manager

Infra.Market
2023 - 2025
  • Led cross-functional teams to drive product launches, manage
    multi-channel customer support, and develop CX strategies for
    business growth.
  • Developed innovative tools for ORM,and collaborated with cross functional teams to enhance training and team performance.
  • Defining the business processes for the CX function following the
    People > Process > Product stages.
  • Promoted to Project Head to develop and structure CX strategies
    for the acquired Shalimar Paints business.

Manager - Customer Experience

DJT Retailers
2021 - 2023
  • Led the development and implementation of comprehensive CX strategies that resulted in a 20% increase in brand visibility and a 15% growth in sales within the first year.
  • Successfully launched and managed multiple cross functional campaigns including digital marketing, social media, and traditional advertising, resulting in improved customer acquisition and retention rate.
  • Implemented training programs to enhance employee skills and performance.

Escalation Manager

Airbnb
2018 - 2021
  • Delivered exceptional customer service by resolving complex issues,
    ensuring satisfaction, and maintaining high VOCM scores.
  • Led training sessions, managed escalations, and consistently
    achieved targets, including upselling and meeting B2C metrics.
  • Trained team members on conflict resolution and customer service techniques.
  • Developed training materials for new hires and ongoing team education.

Financial Analyst

American Express
2015 - 2018
  • Proven expertise in customer interaction, query resolution, and
    upselling, with a strong focus on achieving metrics and delivering
    exceptional service in B2C environments.
  • Skilled in risk analysis,
    recovery strategies, and team training, driving revenue growth and
    enhancing performance through effective customer engagement and
    strategic solutions.

Education

Master of Business Administration -

IMT
Ghaziabad
01.2014

Bachelor of Commerce -

DELHI UNIVERSITY
01.2011

Skills

  • Negotiation skills
  • Strategic thinking
  • Lean Six Sigma Project Management
  • Operational Excellence
  • Project Management
  • Data Analytics
  • Cross functional collaboration
  • Leadership
  • Critical Thinking
  • Customer experience strategy
  • Cross-functional collaboration

Languages

  • English
  • Hindi

Timeline

Customer Experience Manager

Infra.Market
2023 - 2025

Manager - Customer Experience

DJT Retailers
2021 - 2023

Escalation Manager

Airbnb
2018 - 2021

Financial Analyst

American Express
2015 - 2018

Master of Business Administration -

IMT

Bachelor of Commerce -

DELHI UNIVERSITY

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Shikhar Malhotra