Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

SHUBHAM KALRA

Rangareddy

Summary

Customer Service Analyst with over 10 years of progressive experience in Customer Support, Escalation Handling, US Payroll (FPC Certified) & Benefits, UK Insurance Claims, and Training Delivery. Proven track record in managing high-volume operations, mentoring new hires, improving service quality, and driving customer satisfaction in BPO and financial service environments. Adept at coaching, first-call resolution, and delivering metrics-driven results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Analyst| Subject Matter Expert

ADP India Pvt. Ltd.
08.2017 - 03.2025
  • Handled calls for US Payroll and Benefits for major US companies
  • Supported Benefits Annual Enrollment and Payroll W2 yearend high call volumes
  • Answered constant flow of customer calls with minimal wait times.
  • · Led initiatives to streamline customer support workflows, improving response times significantly
  • · Analyzed customer inquiries to identify trends and recommend process improvements.
  • Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
  • Cultivated customer loyalty and helped with escalated, pending cases research and resolutions
  • Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
  • Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
  • Managed escalated customer complaints to successful resolution, ensuring satisfaction and continued loyalty.
  • Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
  • Enhanced customer satisfaction by swiftly resolving complex issues and providing tailored solutions.
  • Identified trends in customer inquiries, providing insights to improve products or services accordingly.
  • Demonstrated flexibility in handling varying workloads by adapting quickly under changing circumstances while maintaining focus on results.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Implemented and developed training materials for new staff, fostering knowledge retention and performance consistency.
  • Mentored junior analysts, providing guidance on best practices and operational efficiency strategies
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Customer Service Executive

EXL Service
11.2016 - 06.2017
  • Managed UK insurance claims for third-party accident liabilities; liaised with insurers and customers.
  • Processed Insurance recovery by working closely with Third Party Insurers, Cops and Witnesses.
  • Documented all claim recovery case details using CRM tool and Emails.
  • Coached and supported new team members via side barging and floor engagement.
  • Handled inbound calls and escalations, maintaining quality and productivity metrics.
  • Organized team huddles and refreshers; initiated bonding activities and outings.

Customer Service Representative

American Express
04.2015 - 10.2016
  • Supported US customers with Amex personal and business cardholders; specialized in partner cards (Costco, Delta, Hilton).
  • Resolved customer queries, conducted upselling of Amex products, and maintained high satisfaction scores.
  • Helped customers with Amex (SaaS) online card website and mobile application.
  • Collaborated with team leads for training, huddles, and service delivery alignment.
  • Mentored new hires and contributed to team-building and cultural initiatives.

Education

Bachelor of Arts - Humanities

Indira Gandhi National Open University (IGNOU)
01-2015

Skills

  • Customer Service and Experience
  • Escalation Management
  • Verbal and Written Communication (Inbound Calls, Outbound Calls, Chat and Email)
  • Research, Root Cause Analysis and Resolution
  • Data Driven Decision making
  • New hire Process and On Job Training
  • Team Management and Process Improvement
  • Floor Supervisor, Side barging and First Call resolutions
  • Soft Skills and process improvement
  • US Payroll (FPC certified) and Benefits Handler
  • W2 Year end and Benefits Annual Enrollment Support
  • ADP systems, MS Excel, MS Powerpoint and CRM tools

Certification

  • Fundamentals of Payroll – ADP Internal Training
  • Soft Skills & Communication Training – Internal L&D Sessions
  • Service Excellence in Customer Experience – Self-Study/On-Job

Languages

English
Upper intermediate (B2)
Hindi
Advanced (C1)

Timeline

Customer Service Analyst| Subject Matter Expert

ADP India Pvt. Ltd.
08.2017 - 03.2025

Customer Service Executive

EXL Service
11.2016 - 06.2017

Customer Service Representative

American Express
04.2015 - 10.2016

Bachelor of Arts - Humanities

Indira Gandhi National Open University (IGNOU)

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SHUBHAM KALRA