Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

SHILPA SAXENA

Gurgaon

Summary

Customer Excellence Specialist with over a decade of experience in diverse industries, renowned for optimizing customer satisfaction through innovative digital solutions, and strategic relationship management. Demonstrates a strong command of leadership development, consistently driving operational success. Committed to leveraging comprehensive skills in customer service and communications to enhance client experiences, and foster long-term loyalty. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

Senior Quality Analyst

Omniscient FZ LLC
Dubai
07.2022 - 03.2025
  • Ensure policy compliance, maintaining a safe and efficient workplace.
  • Developed creative solutions to reduce customer complaints significantly
  • Fostered strong relationships with corporate clients, leading to the expansion of service offerings.
  • Worked closely with the team to implement customer-driven menu improvements.
  • Implemented changes based on customer feedback to improve overall satisfaction with products.
  • Documented all aspects of the Quality Assurance process including test plans, test cases, results tracking.
  • Trained new Quality Analysts on established procedures and techniques used in assessing product quality.

Customer Excellence Officer

Data Direct FZ LLC
05.2020 - 05.2022
  • Coordinated project meetings, achieving 95% SLA compliance for client requirements.
  • Ensured data confidentiality, supporting senior managers in daily tasks.
  • Led agile processes, boosting team productivity and timely project delivery.
  • Fostered client relationships, translating business requirements into actionable objectives.
  • Facilitated cross-functional teamwork, driving project success.
  • Assisted senior project managers with critical day-to-day functions, providing valuable support and enhancing overall team efficiency.
  • Engaged in all project stages, offering strategic feedback that improved communication flow and aligned team efforts with long-term goals.

Senior Campaign Analyst

Cognizant Tech Solutions
11.2017 - 11.2018
  • Managed digital projects for clients in various industries resulting in increased user engagement and revenue growth.
  • Collaborated with clients to define project requirements and priorities resulting in a 20% increase in user engagement for a media client.
  • Managed project budgets ranging from $50k to $200k and ensured timely delivery of projects by facilitating communication with internal teams and stakeholders.
  • Led cross-functional teams including designers, developers, and QA and internal customer relationship management with the AD account executives.
  • Vertical service: Automobiles, Food, Fashion & Apparel, Luxury & Media.

Senior Financial Advisor

Barclays Bank India
01.2017 - 08.2017
  • Guided customers to financial wellness through comprehensive digital banking services.
  • Conveyed customer feedback to management, enhancing service strategies.
  • Resolved complex Barclaycard queries, maintaining high customer satisfaction.
  • Achieved top quartile in customer issue resolution scores.
  • Fostered strong client relationships, improving overall banking experience.
  • Cultivated deep customer relationships, enhancing financial well-being through digital channels.
  • Delivered top-quartile issue resolution, driving customer satisfaction.
  • Analyzed customer feedback, relaying crucial insights to management.
  • Leveraged data to improve service quality and streamline banking processes.
  • Consistently exceeded issue resolution targets, maintaining above-average scores.
  • Implemented strategies to boost efficiency in query handling.

Restaurant Supervisor _ Management Trainee Program

Hotel Howard Johnson Plaza Republic of China
09.2014 - 04.2015
  • Managed staff schedules and training, ensuring compliance with food safety standards.
  • Improved team efficiency and guest satisfaction by overseeing operations.
  • Resolved customer complaints quickly, enhancing service quality.
  • Maintained inventory to ensure essential supplies were always available.
  • Led initiatives to reduce staff turnover and improve service quality.
  • Optimize staff schedules and training, boosting operational efficiency.
  • Implement data-driven inventory management, reducing waste and ensuring supply availability.
  • Devise cross-functional strategies to enhance guest satisfaction.
  • Introduce novel approaches to food safety compliance, elevating overall service standards.

Education

Master of Science - Business Management

University of London
United Kingdom
01.2024

Bachlor of Science - Hotel Management & Catering Technology

Punjab Technical University
Jalandhar
01.2014

Skills

  • Communications
  • Customer service
  • Management training
  • Relationship management
  • Leadership development
  • Retail banking
  • Forecasting
  • Operations
  • Financial data
  • Data security
  • Quality assurance
  • Data analysis
  • Customer feedback
  • Project management
  • Client relationship management
  • Training and mentoring
  • Problem solving
  • Process improvement
  • Time management
  • Documentation skills
  • Quality assurance strategies
  • Strong communication skills
  • Team leadership
  • Team assignments

Websites

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Senior Quality Analyst

Omniscient FZ LLC
07.2022 - 03.2025

Customer Excellence Officer

Data Direct FZ LLC
05.2020 - 05.2022

Senior Campaign Analyst

Cognizant Tech Solutions
11.2017 - 11.2018

Senior Financial Advisor

Barclays Bank India
01.2017 - 08.2017

Restaurant Supervisor _ Management Trainee Program

Hotel Howard Johnson Plaza Republic of China
09.2014 - 04.2015

Master of Science - Business Management

University of London

Bachlor of Science - Hotel Management & Catering Technology

Punjab Technical University

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SHILPA SAXENA