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Shivangi Pandey

@shivangipandey2

Client relations professional at EXLServices who streamlined onboarding workflows and supported retention across 100+ customer accounts.

India

Message

At EXLServices, I supported retention initiatives across 100+ customer accounts and streamlined onboarding workflows to improve response times and customer experience. I also managed client interactions across phone, email, and digital channels.

At NTTDATA, I handled customer inquiries and resolved billing and account concerns. Earlier, at PPPInfrastructurePvtLtd, I managed relationships across client projects and supported contract renewals and retention programs.

Experience

Work history, roles, and key accomplishments

Client Servicing Executive (UK Market)

EXL Services

Jan 2023 - Apr 2026 (3 years 3 months)

Managed 75+ weekly client interactions, ensuring timely resolution of service requests and account-related inquiries. Supported retention initiatives across 100+ customer accounts through proactive engagement and issue resolution.

Customer Relationship Management Customer Success Retention Process Optimization Cross Functional Collaboration CRM Documentation Stakeholder Communication Service Quality Improvement Remote Client Support

Senior Customer Service Representative (US Market)

NTT DATA

Jan 2022 - Dec 2022 (11 months)

Handled 60+ daily customer inquiries while consistently meeting productivity, quality, and SLA targets. Resolved complex billing and account concerns, reducing escalations and improving customer outcomes.

Customer Operations Issue Resolution Customer Retention Escalation Management Process Compliance Performance Excellence Customer Advocacy Operational Reporting

Client Relations Manager

PPP Infrastructure Pvt Ltd

Jan 2021 - Dec 2021 (11 months)

Managed relationships across 20+ client projects, ensuring successful delivery and customer satisfaction. Conducted regular stakeholder reviews to identify requirements and strengthen long-term partnerships.

Account Management Client Engagement Business Development Support Contract Management Strategic Planning Cross Department Coordination Relationship Development Service Improvement

Education

Degrees, certifications, and relevant coursework

BBD National Institute of Technology and Management

Bachelor of Technology, Electronics & Instrumentation Engineering

2015 - 2019

Bachelor of Technology in Electronics & Instrumentation Engineering from BBD National Institute of Technology and Management, Lucknow, India (2015-2019).