Headline

Client Relationship & Operations Professional | Escalation Management | International Client Handling

About

Results-driven Client Relationship & Operations Professional with 8+ years of experience in international customer handling, escalation resolution, client relationship management, and operations support across organizations including Airbnb, Fiserv, Accenture, Dell, Convergys, and Kalkine Ltd. Experienced in handling high-value international clients, resolving complex escalations, supporting customer retention, and contributing to operational excellence in fast-paced environments. Core expertise includes: • Client Relationship Management • Escalation Handling • Customer Success • Operations Coordination • International Client Communication • Team Coordination Currently exploring opportunities in Client Operations, Customer Success, Relationship Management, and Escalation Management roles.

Location

Noida

Work experience

Customer Service Manager | Client Relationship Specialist at KALKINE, Jul 2024 - Present · 2 yrs 1 mo, Noida, Uttar Pradesh, India, • Managing a portfolio of 100+ international (UK-based) clients, including high-value subscription accounts • Conducting client onboarding and engagement through structured welcome calls • Identifying qualified business opportunities for advisory teams • Supporting revenue generation through upselling and cross-selling opportunities • Handling complex client escalations and retention scenarios • Collaborating with internal teams to improve customer experience and conversion outcomes

Resolutions Specialist – Level 2 at Airbnb, Mar 2019 - Dec 2021 · 2 yrs 10 mos, Gurugram, Haryana, India, • Managed high-priority escalations and complex disputes between hosts and customers • Applied strong mediation, negotiation, and problem-solving skills to resolve sensitive cases • Acted as a decision-maker in high-impact customer situations • Maintained customer satisfaction in high-pressure and time-sensitive environments • Delivered effective communication and resolution support across international customer base

Senior Associate – Customer Service | Team Coordination at Fiserv, Feb 2018 - Feb 2019 · 1 yr 1 mo, Gurugram, Haryana, India, • Selected as part of a pilot batch contributing to process setup and stabilization • Took on supervisory and team coordination responsibilities within 6 months based on performance • Supported operations for a team of approximately 40 members • Assisted team members with escalations, queries, and performance support • Coordinated with management to maintain operational quality and efficiency standards

Customer Service Associate – Google Pay Process at Accenture, Aug 2017 - Feb 2018 · 7 mos, Gurugram, Haryana, India, • Managed customer queries related to digital payments and transaction issues • Resolved account-related concerns, payment failures, and transaction disputes • Ensured timely resolution and strong customer experience standards • Gained exposure to fintech operations and payment systems

Senior Associate – Client Technical Support at Dell Technologies, Aug 2016 - May 2017 · 10 mos, Gurugram, Haryana, India, • Delivered technical support through calls and email communication • Troubleshot and resolved complex technical issues and escalations • Improved customer experience through effective problem-solving and communication • Recognized as top performer multiple times

Education

Bachelor of Commerce - BCom, Business/Commerce, General, Delhi University