Shagun Dhaka
Experience
Senior Customer Support Associate
Tech Mahindra · Mar 2025 – Present
- Senior Customer Support Associate (Banking Operations)
- Managing customer support for Klarna Bank AB in Belgium, France and Italy markets
Senior CS Associate
Yodel Logistics Pvt. Ltd. (Teleperformance, Noida) · Dec 2024 – Mar 2025
- Front-line customer support for an international logistics service provider
- Coordinate with internal logistics teams and warehouse partners to streamline package movement
Sr. Operations Specialist - CS Operations
BYJU's Think and Learn Pvt. ltd. · Jan 2021 – Jan 2022
- Monitored team performance and suggested training interventions to improve efficiency
- Handled escalations related to content delivery, technical support, and student dissatisfaction
Sr. Learning and Development Specialist
BYJU's Think and Learn Pvt.ltd. · Jan 2019 – Jan 2021
- 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
CRM Head
Eldeco Group (CSS Infracon pvt. ltd.) · Jan 2018 – Jan 2019
- Conducted a two-day project simulation from management perspective
- Trained a team of 12 agents for call handling and efficacy
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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
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