SHIKHI DIXIT

Gurgaon

Summary

Dynamic Senior Customer Service Representative at Wipro HR Services, recognized for achieving top CSAT scores and multiple R&R awards. Leveraging strong leadership and critical thinking skills, I excel in project management and customer engagement, driving service quality and enhancing team performance through effective communication and real-time support.

Overview

years of professional experience

Work History

Senior Customer service Representative

Wipro HR services

Gurgaon

09.2021 - Current

Handled Inbound calls chats and tickets to assist customers from Multi Clients.
Conducted client-facing training sessions for new hires to improve readiness and process.
Handled multiple client processes, ensuring service quality with each client unique requirement and SLA's.
Received R&R award multiple times and achieved highest CSAT scores in Multiple quarters.
Appointed as Subject Matter Specialist due to consistent high performance and strong process knowledge.
Appointed as Operations Floor support to guide team members in real-time with process-related queries and escalations.
Worked extensively on SAM Tool for tracking and raising exceptions. standards in customer interactions.
Provided feedback to managers based on audit outcomes to improve service quality.

Education

MBA - HR

Chandigarh University

07.2023

Bachelor Of Commerce -

Banasthali Vidyapith

Rajasthan

07.2017

Skills

Project Management
Teamwork
Time Management
Leadership
Effective Communication
Critical Thinking

Escalation Handling
Email, chat, ticket support handling
Customer engagement
CRM management
Relationship building
Problem solving

Languages

Hindi: C1 Proficient (C2), English: C2 Advanced (C1)

Hobbies and Interests

Cooking, Travelling

Awards

Top Performer of the month, Received R&R for Multiple Quarters.

TOOLS

Service now
Amazon workspace
Microsoft 365
HRX
Alis

Timeline