Iram Khan
@iramkhan1
Business Process Lead delivering customer retention, upselling, and compliant support.
IndiaWhat I'm looking for
I’m a results-driven Customer Service & Sales professional with 10+ years of experience supporting global clients across telecom, e-commerce, banking, and HR services. I’m known for resolving complex queries through calls, chat, and email while keeping a strong focus on first-call resolution.
As a Business Process Lead at TATA CONSULTANCY SERVICES, I handle the Sunshine process for Citibank. I support Costco Citi Credit Card customers with billing, payments, transactions, account details, card activation/closures/upgrades, limit inquiries, disputes, fraudulent transactions, and chargebacks—always maintaining accuracy and compliance with banking regulations.
Previously at ADP Pvt Ltd, I worked as a Sr. Customer Service Representative for MAS Client Services, supporting clients with payroll, accounting, tax, and banking-related queries. I assisted with pay information updates, payroll processing, payments/checks/direct deposit, access permissions for the ADP app/portal, and follow-ups until each query was fully resolved.
My earlier roles built a strong foundation in client relationship management and revenue growth. From VIP handling at People Interactive Pvt Ltd (Shaadi.com) to sales & customer service in UK-based home shopping roles and telecommunications web-chat support at Tech Mahindra Business Services, I consistently performed retention, upselling, and troubleshooting while handling multiple concurrent chats and requests.
Experience
Work history, roles, and key accomplishments
Business Process Lead handling the Sunshine process for Citibank, providing customer service for Costco Citi Credit Card. Resolves credit card queries including billing, payments, transactions, disputes/chargebacks, and account access issues while ensuring compliance and first-call resolution.
Senior Customer Service Representative for MAS Client Services at ADP, supporting clients with payroll, accounting, and HR-related queries. Handles payroll processing/pay information updates, tax and banking queries, employee profile changes, and client support via calls and email, including pilot chat support (Chat COE).
VIP Consultant
People Interactive Pvt Ltd
Aug 2019 - Oct 2020 (1 year 2 months)
VIP Consultant for Shaadi.com, handling multiple VIP clients through inbound/outbound calls and VIP chat portal. Manages client progress, shortlisting, lead pitching, meeting coordination, daily follow-ups, and retention via membership renewals and upgrades.
Senior Customer Service Executive providing sales and customer service for Ideal Shopping Direct and Create & Craft. Supports order placement, payments and payment plans, order tracking/shipping information, returns/replacements/claims, and renewals/cancellations through phone and digital channels (phone, chat, email).
Customer Service Adviser supporting sales and customer service for 3 Global Services (telecommunications) for UK customers. Handles order placement via web chat (including multiple concurrent chats), contract renewal and upselling, network issue troubleshooting, payment/billing support, and returns/refunds, and later worked as a Sales Specialist.
Education
Degrees, certifications, and relevant coursework
R.D National College
Bachelor of Commerce, Commerce
Completed T.Y.B.Com (Bachelor of Commerce) from R.D National College in 2012.
R.D National College
Higher Secondary Certificate (Commerce), Commerce
Grade: 63.67%
Completed H.S.C (Commerce) from R.D National College in 2009, securing an aggregate of 63.67%.
Apostolic Carmel High School
Secondary School Certificate, General Education
Grade: 69.38%
Completed S.S.C from Apostolic Carmel High School in 2007 with an aggregate of 69.38%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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