Akshita Arora
New Delhi,India
Summary
Diligent customer experience professional and a leader who has extensive knowledge and expertise in managing customer interactions, identifying areas for improvement and implementing effective solutions that enhance customer satisfaction. Successfully motivated and coached team to achieve their goals, while also fostering a positive work environment that encourages growth and development.
Overview
3
3
years of professional experience
Work History
Customer Experience Team Lead
Applyboard
12.2021 - Current
- Managing team of 15 in house and 10 outsourcing customer experience professionals for south Asia nationalities applications.
- Implemented cancellation auditing with help of outsourced collaboration, saved 275k CAD for AB within span of 9 months
- Initiated detailed weekly JIRA tracking leading to reduction in resolution TAT from 19.3hours to 4.3 hours over two month period.
- Created performance dashboard for Team leads, advisors and managers enabling them to monitor daily, weekly and monthly productivity while effectively tracking KPI's .
- Product feedback on customer prepayment application journey leading to 19.3% cancellation reduction on top funnel
Customer Experience Knowledge Expert
Applyboard
06.2021 - 11.2021
- Led training sessions for 80 outsourcing members in multiple batches Created audit working sheet to assess advisor's work, resulting in significant quality improvement from 92% to 98%
- Executed and led Train the Trainer concept that helped in improving team overall performance and resource utilization
Customer Experience Document Specialist
Apply Board
01.2021 - 06.2021
- Evaluated up to 50 applicant profiles daily, ensuring high-quality standards
- Orchestrated project for bulk submissions to exclusive schools, streamlining application process
- Liaised with clients to furnish application updates, address inquiries, and deliver guidance.
Education
Master of Commerce -
University of Delhi
Delhi, India2022
Bachelor of Commerce -
University of Delhi
Bachelor Of Commerce 2020
Skills
- Multitasking
- Attention to Detail
- Verbal and Written Communication
- Teamwork and Collaboration
- Volunteer Tasking
- Analytical Thinking
Accomplishments
- Key member of college placement cell and spearheaded engagement with major companies for mass recruitment drives within campus.
- Completed Leadership essential program (LEP), demonstrating commitment to professional development and strong understanding of leadership.
- Accomplished and gained experience by completing Apply Board's Training Skills certification program.
Internship
Account Support Representative Intern
May 2019 - Jul 2019
Sharp Impex, Gurgaon
- Account Support Representative role.
- Managed client communication and conducted data analysis.
- Handled financial data management tasks
- Prepared client feedback reports
Timeline
Customer Experience Team Lead
Applyboard
12.2021 - Current
Customer Experience Knowledge Expert
Applyboard
06.2021 - 11.2021
Customer Experience Document Specialist
Apply Board
01.2021 - 06.2021
Master of Commerce -
University of Delhi
Bachelor of Commerce -
University of Delhi
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