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Aishwarika B.

Customer Experience & Operations Analyst | Senior Associate at Iron Mountain | Ex Concentrix (Adobe) | Process Improvement | Customer Retention | Compliance Operations

Greater Bengaluru Area

5+ years of work experience

Iron Mountain
Feb 20251 yr 5 mosPresent

Bengaluru, Karnataka, India

Worked in global customer-facing environments supporting international clients across operations, service delivery, issue resolution, and stakeholder management within multinational organizations. Supported documentation review, account administration, service requests, invoicing coordination, and operational record management while ensuring accuracy and compliance. Identified operational inefficiencies and contributed to process improvements that enhanced service quality, turnaround time, and customer experience. Collaborated with internal teams and external stakeholders to resolve escalations, manage customer requests, and ensure timely service delivery. Assisted customers with service options, account-related queries, and solution-oriented recommendations aligned with business requirements. Validated and processed client requests for secure document destruction while ensuring compliance accuracy. Coordinated cross-functional teams to execute time-sensitive operational workflows. Conducted record verification and quality checks to minimize processing errors. Improved operational efficiency through accurate documentation review and workflow tracking. Managed secure handling of confidential customer records and service requests. Handled 70+ customer cases daily Achieved 95% customer satisfaction Reduced processing errors Improved turnaround time Maintained SLA compliance
Concentrix
Sep 20231 yr 5 mosJan 2025

Bengaluru, Karnataka, India

Managed customer interactions and resolved complex service issues while maintaining high satisfaction scores. Analyzed customer concerns and identified workflow gaps to improve service quality. Monitored KPIs related to customer retention and operational performance. Collaborated with internal teams to enhance customer experience processes. Delivered quality assurance feedback and process improvement recommendations.
Firstsource
Oct 20221 yrSep 2023

Bengaluru, Karnataka, India

• Provided exceptional customer support to internal and external customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. • Developed strong relationships with existing customers, understanding their needs and concerns to enhance overall customer satisfaction. • Implemented and monitored quality assurance processes to ensure products and services met or exceeded quality standards, resulting in customer satisfaction rate based on post-interaction surveys.
IndiGo (InterGlobe Aviation Ltd)
Sep 20181 yr 10 mosJun 2020

Bhubaneswar, Odisha, India

In my role as Officer Security at IndiGo Airlines, I led daily operations to ensure safety, compliance, and passenger satisfaction. • Managed emergencies and supervised staff to optimize resources. • Liaised with stakeholders to enhance overall performance.

Education

Ravenshaw university

Bachelor of Arts - BA, Geography and Cartography

Ravenshaw university

20143 yrs2017
kendriya vidyalaya

12th, Arts

kendriya vidyalaya

20131 yr2014

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Headline

Customer Experience & Operations Analyst | Senior Associate at Iron Mountain | Ex Concentrix (Adobe) | Process Improvement | Customer Retention | Compliance Operations

About

Nearly 6 years of experience supporting customers and operations within global multinational organizations, collaborating across cross-functional teams and high-volume service environments.

Location

Greater Bengaluru Area

Work experience

Senior Associate at Iron Mountain, Feb 2025 - Present · 1 yr 5 mos, Bengaluru, Karnataka, India, Worked in global customer-facing environments supporting international clients across operations, service delivery, issue resolution, and stakeholder management within multinational organizations. Supported documentation review, account administration, service requests, invoicing coordination, and operational record management while ensuring accuracy and compliance. Identified operational inefficiencies and contributed to process improvements that enhanced service quality, turnaround time, and customer experience. Collaborated with internal teams and external stakeholders to resolve escalations, manage customer requests, and ensure timely service delivery. Assisted customers with service options, account-related queries, and solution-oriented recommendations aligned with business requirements. Validated and processed client requests for secure document destruction while ensuring compliance accuracy. Coordinated cross-functional teams to execute time-sensitive operational workflows. Conducted record verification and quality checks to minimize processing errors. Improved operational efficiency through accurate documentation review and workflow tracking. Managed secure handling of confidential customer records and service requests. Handled 70+ customer cases daily Achieved 95% customer satisfaction Reduced processing errors Improved turnaround time Maintained SLA compliance

Senior Representative Operations at Concentrix, Sep 2023 - Jan 2025 · 1 yr 5 mos, Bengaluru, Karnataka, India, Managed customer interactions and resolved complex service issues while maintaining high satisfaction scores. Analyzed customer concerns and identified workflow gaps to improve service quality. Monitored KPIs related to customer retention and operational performance. Collaborated with internal teams to enhance customer experience processes. Delivered quality assurance feedback and process improvement recommendations.

Senior Customer Service Associate at Firstsource, Oct 2022 - Sep 2023 · 1 yr, Bengaluru, Karnataka, India, • Provided exceptional customer support to internal and external customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. • Developed strong relationships with existing customers, understanding their needs and concerns to enhance overall customer satisfaction. • Implemented and monitored quality assurance processes to ensure products and services met or exceeded quality standards, resulting in customer satisfaction rate based on post-interaction surveys.

Officer Security at IndiGo (InterGlobe Aviation Ltd), Sep 2018 - Jun 2020 · 1 yr 10 mos, Bhubaneswar, Odisha, India, In my role as Officer Security at IndiGo Airlines, I led daily operations to ensure safety, compliance, and passenger satisfaction. • Managed emergencies and supervised staff to optimize resources. • Liaised with stakeholders to enhance overall performance.

Education

Bachelor of Arts - BA, Geography and Cartography, Ravenshaw university

12th, Arts, kendriya vidyalaya