shikha rajan

I’m a customer service professional built through a BPO journey, moving from foundation and onboarding into specialization and then operations and strategy. I focus on delivering clear, empathetic customer communication while staying tightly aligned with SOPs, compliance, and data security rules.

In my Customer Service Executive / Process Associate work, I learned to handle high call volumes, adapt to shifts, and improve outcomes using KPIs such as Average Handle Time (AHT) and Customer Satisfaction (CSAT). I’m comfortable resolving escalations by identifying root causes, improving processes, and maintaining professional, de-escalating conversations.

As I progressed into customer support and escalation-focused responsibilities, I used structured, customer-first approaches—acknowledge instantly with confirmation and ticket numbers, show empathy before technical solutions, and provide clear next steps. I’ve worked with CRM software (e.g., Salesforce, Zendesk), ticketing systems, and Microsoft Office to keep every interaction accurate and action-oriented.

Alongside my service experience, I’m completing an MBA (HRM), motivated by workforce planning, performance management, and strategic integration of HR practices with long-term business goals. I bring data literacy from my operational metrics work to support talent acquisition, employee engagement, and organizational performance—so I can contribute both to customer outcomes and people strategy.