Headline

Bridging Customer Experience with Data-Driven Insights | Customer Service Specialist | MBA | Certified Data Analyst

About

I began at Aditya Birla Fashion & Retail Ltd., where I worked on strengthening customer relationships, developing service policies, and training teams to deliver better experiences. Listening to feedback and turning insights into action taught me the value of continuous improvement and customer loyalty. Today, at British Airways, I manage thousands of international customer interactions, ensuring smooth travel experiences while identifying upselling opportunities. With over 6,000 calls handled and £150K+ in revenue generated in just one year, I have honed my ability to balance empathy with business impact. Alongside my MBA from IBS Hyderabad, I pursued a Data Analytics certification to equip myself with analytical skills that complement my service expertise. My long-term goal is to bridge customer experience with data-driven insights, contributing to organizations that value both people and performance. I believe success lies in blending human connection, process excellence, and analytical thinking — and that’s the approach I bring to every role I take on.

Location

Ghaziabad

Work experience

Customer Service Advisor at British Airways, May 2024 - Aug 2025 · 1 yr 4 mos, Noida, Uttar Pradesh, India, Delivering seamless customer experiences by managing international bookings, amendments, and upselling value-added services. Handled 6,000+ global BPO calls, generating £150K+ in revenue within a year. Skilled in customer relationship management, conflict resolution, and process improvement with a strong focus on customer satisfaction and loyalty.

Team Manager at Aditya Birla Fashion and Retail Ltd., Mar 2023 - Nov 2023 · 9 mos, Ahmedabad, Gujarat, India, Enhanced customer satisfaction and loyalty by developing and implementing service policies and training programs for staff. Leveraged customer feedback and surveys to design improvements and introduce new services aligned with customer needs. Successfully built stronger customer relationships, streamlined service processes, and supported business growth through improved retention and engagement strategies.

Education

Master of Business Administration - MBA, Business, Management, Marketing, and Related Support Services, ICFAI University

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