Open to opportunities

Melvin Khanna

@melvinkhanna

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Customer relationship professional specializing in retention and account management.

India

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What I'm looking for

I seek a role in customer relationship or account management where I can apply retention, dispute resolution, and LMS administration skills in a collaborative, growth-focused organization.

I am a self-motivated customer relationship professional with experience supporting international customers, managing retention, and handling disputes for banking and subscription services.

At TCS I assist Australian customers with Citi Bank credit cards—raising disputes, addressing fraud, reissuing cards, and resolving grievances—while leveraging Workday as an LMS administrator.

Previously, I supported learning services at Capita, contributing to learning projects, creating modules for clients like O2 and Southern Water, and earning SPOT Awards for professionalism and consistent performance.

My background also includes international customer support for Netflix, investor education and mutual fund support at CAMS, and certifications in computer basics, MS-CIT, Tally, first aid, and fire safety.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Associate

Current

TCS Ltd.

Apr 2023 - Present (2 years 6 months)

Support Australian Citi Bank credit card customers by raising disputes, handling fraud cases, reissuing cards, and resolving grievances to improve customer retention and service quality.

Customer Support Communication Time Management Empathy Multitasking

Analyst - Learning Services

Capita India Pvt. Ltd.

Oct 2020 - Oct 2022 (2 years)

Contributed to moderately complex learning projects, created training modules for clients (e.g., O2, Southern Water), and supported employees as an LMS administrator on Workday, delivering consistent performance.

Instructional Design LMS Workday Module Creation Time Management

Sr. Associate - Account Management

Sutherland Global Services Pvt. Ltd.

Mar 2019 - Mar 2020 (1 year)

Handled international voice and chat support for Netflix across multiple regions, troubleshooting devices and resolving customer queries with patience to maintain service levels.

Chat Support Troubleshooting Multitasking Communication Escalation Management Empathy

Business Support Officer

CAMS Limited

Jul 2016 - Oct 2017 (1 year 3 months)

Educated investors on mutual funds, assisted online investments, and participated in the ROSS SMS redemption campaign to drive retention through time-based outreach and persuasive communication.

Investor Education Mutual Funds Multitasking Customer Education Sales Support

Education

Degrees, certifications, and relevant coursework

Bharati Vidyapeeth’s Institute of Management Studies & Research, Navi Mumbai

Bachelor of Business Administration, Business Administration

2012 - 2015

Completed a Bachelor of Business Administration program at Bharati Vidyapeeth’s Institute of Management Studies & Research, Navi Mumbai from June 2012 to May 2015.