Summary
Overview
Work History
Education
Skills
Certification
Languages
Languages
Timeline
Generic

Yukti Malik

Bahadurgarh

Summary

Senior Customer Service Executive with over 2 years of experience in Global Customer Support Operations . Proficient in chat and email support, CRM tools, issue resolution, upselling and conflict de-escalation. Strong track record of meeting KPIs and providing technical support with a 95% customer satisfaction rate.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Senior Customer Service Executive

FIS
01.2023 - Current
  • Delivered chat and email support to international clients with high satisfaction scores.
  • Managed CRM systems to maintain customer records and resolve queries efficiently.
  • Successfully multitasked across 2–3 concurrent chats while effectively upselling broadband and monthly contract services .
  • Provided technical support, ensuring 95% first-contact resolution.
  • Successfully de-escalated complaints and maintained KPIs and KRAs.
  • Recognized for going beyond standard support to enhance overall customer experience.”

Education

Bachelor of Commerce (B.Com) -

Delhi University

Skills

  • Customer Relationship Management (CRM)
  • Chat & Email Support
  • Complaint Handling & De-escalation
  • Technical Support & Troubleshooting
  • SLA, KPI, and KRA Compliance
  • Order Placement & Resolution
  • Multilingual Communication

Certification

B2 German Attending Certificate

Languages

  • English
  • Hindi
  • German

Languages

English
Proficient
C2
Hindi
Advanced
C1
German
Upper Intermediate
B2

Timeline

Senior Customer Service Executive

FIS
01.2023 - Current

Bachelor of Commerce (B.Com) -

Delhi University

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Yukti Malik