Shivam Misra
Noida
Summary
Dynamic professional with a proven track record at different verticals, recognized for enhancing customer satisfaction and streamlining operational processes. Expertise in online customer engagement and rapid skill acquisition has led to significant client base expansion and revenue growth. Proficient in collaborative problem-solving and effective communication, excelling in fast-paced environments while consistently supporting teams to exceed goals.
Overview
9
9
years of professional experience
Work History
Executive
EXL Services Ltd
Noida
05.2024 - Current
- Resolved chat inquiries from British Gas customers about direct debit arrangements, account concerns, and booking gas repairs.
- Delivered expert advice regarding various British Gas products and services.
- Resolved complaints by collaborating with the customer resolution team and internal teams for escalated issues.
- Managed scheduling and confirmation of appointments for home care services.
- Coordinated closely with onshore clients to enhance processes.
- Support more than 50 agents on a daily basis.
Associate
PAYTM PAYMENTS BANK
Noida
04.2022 - 04.2024
- Successfully managing and resolving entire CPGRAMs portal and RBI escalations.
- Monitored and reported on compliance issues, ensuring timely resolution of identified issues and sharing the Root Cause Analysis with the regulator.
- -Collaborated with internal departments to streamline processes and improve overall compliance efficiency.
- Well trained in multiple verticals like UPI, CASA, Fastag, Wallet and KYC.
Admission Support Officer
AAKASH BYJU’s
New Delhi
10.2021 - 03.2022
- Handled concerns of currently enrolled students.
- Incorporated blended process of chat and cold calling to reach new students.
Assistant Manager
Indiamart Intermesh Ltd
New Delhi
09.2015 - 05.2016
- Expanded client base through strategic acquisitions.
- Boosted revenues by leveraging targeted cold calling and email marketing.
Education
MBA -
NSB School of Business
New Delhi07-2013
Bachelor of Commerce -
Jagran Institute of Arts, Science And Commerce
Kanpur05-2010
12th -
St. Mary’s Inter College
Etawah05-2007
High School Diploma -
St. Mary’s Inter College
Etawah05-2005
Skills
- Client Support Expertise
- Online Customer Engagement
- Supportive Team Participant
- Goal-Oriented
- Timely Attendance
- Effective Communication
- Rapid Skill Acquisition
Affiliations
- Engaged in various school-level cultural festivals, achieving recognition and awards
- Represented college in cricket in Inter Colleges meet
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Accomplishments
- Achieved Star Performer status in the last quarter, demonstrating outstanding contributions to the company (Aug24-Oct24)
Timeline
Executive
EXL Services Ltd
05.2024 - Current
Associate
PAYTM PAYMENTS BANK
04.2022 - 04.2024
Admission Support Officer
AAKASH BYJU’s
10.2021 - 03.2022
Assistant Manager
Indiamart Intermesh Ltd
09.2015 - 05.2016
MBA -
NSB School of Business
Bachelor of Commerce -
Jagran Institute of Arts, Science And Commerce
12th -
St. Mary’s Inter College
High School Diploma -
St. Mary’s Inter College
Similar Profiles
Monisha GeetaMonisha Geeta
Transition Manager – Corporate Support at EXL services LtdTransition Manager – Corporate Support at EXL services Ltd
Shray YadavShray Yadav
Senior Associate at EXL Services (India) Private LimitedSenior Associate at EXL Services (India) Private Limited
Abhay MaheshwariAbhay Maheshwari
Consultant, Senior Consultant, Project Manager at EXL ServicesConsultant, Senior Consultant, Project Manager at EXL Services
Prashant KashyapPrashant Kashyap
Consultant at TATA CONSULTANCY SERVICESConsultant at TATA CONSULTANCY SERVICES
Amartya SharmaAmartya Sharma
Web Analyst at Munivar Online Pvt LtdWeb Analyst at Munivar Online Pvt Ltd