Open to opportunities

STRINGS KING!!

@stringsking

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Experienced customer service and learning consultant specializing in coaching.

India

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What I'm looking for

I am seeking a role focused on coaching and L&D within customer service or travel, where I can drive performance, mentor teams, and advance learners while contributing to sales and customer satisfaction targets.

I am an experienced customer service and learning consultant with over six years across coaching, telesales, and claims handling roles. I have consistently delivered on targets while coaching new hires, conducting Voice & Accent training, and improving customer satisfaction and cross-sell conversion.

My background spans senior customer-facing roles at American Express, Odigeo/IGT Solutions, Great Learning, EXL Service and Direct Line Motor Insurance (UK market), where I led training, language assessment, outbound sales, and learner liaison—helping teams perform through coaching, accountability systems, and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Senior Claim Handler

Current

EXL Service

Mar 2023 - Present (2 years 9 months)

Handles motor insurance claims for the UK market, managing complex case resolution and ensuring compliance with policy and regulatory standards since March 2023.

Claims Management Motor Claims Compliance Client Communication Documentation

Current

Senior Learning Consultant

Current

Great Learning

Sep 2021 - Present (4 years 3 months)

Sells EdTech courses including MIT programs, making 80–100 outbound North America calls daily and driving upsell/cross-sell initiatives while managing learner communications and complaints since September 2021.

Sales Outbound Calling Lead Management Upselling Cross Selling Learner Support CRM

Senior Customer Service Executive

American Express

Nov 2019 - Jul 2021 (1 year 8 months)

Provided customer service to card members, performed credit checks, met monthly targets, coached new hires and conducted language refresher sessions from Nov 2019 to Jul 2021, improving service quality and cross-sell rates.

Customer Service Credit Analysis Cross Selling Coaching Training Inbound Calls Performance Targeting

VNA Trainer / Language Assessor

I GT Solutions

Mar 2017 - Nov 2019 (2 years 8 months)

Conducted voice & accent assessments, face-to-face and telephonic interviews, delivered VNA coaching and learning gap remediation to improve C-SAT, conversions and cross-selling from Mar 2017 to Nov 2019.

Voice & Accent Training Assessments Interviewing Coaching Refresher Training

Education

Degrees, certifications, and relevant coursework

Milton Keynes College

Diploma, Hospitality; Information Technology

2015 - 2016

Completed City & Guilds diplomas in Hospitality and Information & Technology at Milton Keynes College between 2015 and 2016.

Jamia Urdu Aligarh

Class XII (Intermediate), Arts

2011 - 2012

Completed Class XII (Intermediate in Arts) with coursework including Urdu, English, Sociology, History, Hindi, Geography, Psychology, Computer Science, and Fine Arts.