SD

Shagun Dhaka

Work style

remote

Contact details — on requestProof of Work — on request

Experience

Tech Mahindra

Senior Customer Support Associate

Tech Mahindra · Mar 2025 – Present

Not yet confirmed
  • Senior Customer Support Associate (Banking Operations)
  • Managing customer support for Klarna Bank AB in Belgium, France and Italy markets
Y

Senior CS Associate

Yodel Logistics Pvt. Ltd. (Teleperformance, Noida) · Dec 2024 – Mar 2025

Not yet confirmed
  • Front-line customer support for an international logistics service provider
  • Coordinate with internal logistics teams and warehouse partners to streamline package movement
B

Sr. Operations Specialist - CS Operations

BYJU's Think and Learn Pvt. ltd. · Jan 2021 – Jan 2022

Not yet confirmed
  • Monitored team performance and suggested training interventions to improve efficiency
  • Handled escalations related to content delivery, technical support, and student dissatisfaction
B

Sr. Learning and Development Specialist

BYJU's Think and Learn Pvt.ltd. · Jan 2019 – Jan 2021

Not yet confirmed
  • Managing learning management systems to deliver, track and report on training activities
  • Working with subject matter experts to ensure training content is relevant and engaging
E

CRM Head

Eldeco Group (CSS Infracon pvt. ltd.) · Jan 2018 – Jan 2019

Not yet confirmed
  • Conducted a two-day project simulation from management perspective
  • Trained a team of 12 agents for call handling and efficacy

Skills 0 proven through work

Also works with

Voice and Accent Training DeliveryCommunication Training DeliveryLMS AdministrationSoft Skills Training DeliveryDelivery SchedulingSabre GDS UsageE2E Beta UsageARIN UsageOrder Status Inquiry HandlingOrder Tracking SupportCredit CounselingCredit Card Customer SupportWork Planning and PrioritizationUser FeedbackTechnical Training DeliveryIssue EscalationTeam SupervisionCustomer De-escalationCustomer Expectation ManagementTicket ManagementTechnical TroubleshootingLogistics CoordinationDatabase ManagementDocument ManagementKYC ProcessingClient OnboardingCustomer Issue Resolution

Proof of Work

Proof of Work

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Education

B.Sc., Life Science

Kurukshetra University, Haryana · 2012 — 2015

Intermediate, General Studies

MLSBVM, Nainital, U.K. · 2010 — 2011

High School, General Studies

St. Peter's Sr. Sec. School, Kiccha, U.K. · 2008 — 2009

Contact details

Contact details

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