Summary
Overview
Work History
Education
Skills
Disclaimer
Languages
Personal Information
Accomplishments
Timeline
Generic

Shrishti Dhoundiyal

New Delhi

Summary

As a Customer Communication Analyst at Accenture within Verizon US, I've

honed my expertise in handling team, customer service and conflict resolution,

contributing to team synergy and business enhancements. My forward-thinking

approach keeps me abreast of industry advancements, and I'm known for my

effectiveness, collaboration, and strong teamwork skills. I thrive in collective

brainstorming sessions, which allow me to synchronize activities to achieve

common goals. Over my career, I've fine-tuned my performance improvement,

supervision, and training capabilities. I excel as a capable and consistent

problem-solver, adept at prioritizing and proficiently managing projects.

Overview

6
6
years of professional experience

Work History

Customer Communication Analyst

Accenture Solutions Pvt Ltd
Gurugram
08.2022 - Current
  • Led and managed a cross-functional team to deliver exceptional customer service and communication for Verizon’s U.S. operations.
  • Oversaw daily operations, task allocation, and team performance to ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Proactively monitored workflows to ensure timely resolution of customer faults and complaints, consistently closing cases within SLA timelines.
  • Provided expert support on billing, account management, and insurance-related inquiries, ensuring high customer satisfaction and issue resolution efficiency.
  • Fostered a collaborative team environment focused on quality, accountability, and continuous improvement..

Escalation Support - II

FIS Global Business Solutions
Gurugram
09.2019 - 08.2022
  • Provided advanced support to BAU team, improving team performance
  • Consistently achieved top TNPS scores for six consecutive months
  • Promoted to ADR team within just six months for complaint query resolution
  • Demonstrated strong commitment to customer satisfaction and service excellence
  • Trained and onboarded new team members on tools and query resolution techniques

Education

Bachelor of Arts -

IGNOU
New Delhi, Delhi
05.2022

Intermediate -

CBSE
New Delhi, Delhi
05.2018

Skills

  • Team Management
  • Customer service
  • Billing support
  • Performance monitoring
  • Cross-functional collaboration
  • Service Level Agreements
  • Team leadership
  • Training and onboarding
  • Problem solving

Disclaimer

I, Shrishti Dhoundiyal, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.

Languages

  • English
  • Hindi

Personal Information

Gender: Female

  • Nationality: Indian

Accomplishments

  • Employee of the Year – Accenture
    Recognized for outstanding performance, leadership, and consistent contribution to team and business success.
  • Encore Business Award – Consecutive Winner
    Honored multiple times for delivering exceptional business results, demonstrating innovation, and driving client impact.

Timeline

Customer Communication Analyst

Accenture Solutions Pvt Ltd
08.2022 - Current

Escalation Support - II

FIS Global Business Solutions
09.2019 - 08.2022

Bachelor of Arts -

IGNOU

Intermediate -

CBSE

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Shrishti Dhoundiyal