Karan Malik

Business Analyst

New Delhi, Delhi, India11 yrs 3 mos experience

Highly Stable

Key Highlights

Expert in managing complex customer escalations.
Proven track record in improving service efficiency.
Skilled in cross-functional collaboration for process improvement.

Stackforce AI infers this person is a Customer Service Operations Specialist with expertise in process improvement and stakeholder management.

Contact

Skills

Core Skills

Customer Service ManagementProcess ManagementProcess ImprovementCustomer Relationship Management (crm)Churn ReductionService Operations

Other Skills

Support ManagementRoot Cause AnalysisTeam LeadershipUpselling and cross-selling techniquesKPI ManagementKnowledge Base ManagementCRM and DocumentationMultitasking and AdaptabilityAccount Migration(Back Office Operations)Business Process ImprovementTraining and Development (HR)Conflict ResolutionPerformance ManagementCross-functional CollaborationsCommunication skills

About

Senior Analyst, HCLTech | Customer Service Operations | Order Management | Escalation Handling | Cross-Functional Coordination I am a Senior Analyst in Customer Service Operations at HCLTech, working as an individual contributor within Supply Chain Management Advisory. My role focuses on end-to-end order validation and processing in a back-office environment for US-based clients. I actively track order status, analyze operational data using Excel and Google Sheets, and ensure SLA adherence through accurate reporting and proactive follow-ups. I work closely with onshore stakeholders and offshore teams in the Philippines to resolve order dependencies and minimize delays. As an escalation point for high-priority and complex cases, I collaborate with Operations and Quality teams to improve processes, reduce risks, and enhance overall service efficiency. I regularly present updates during 1-on-1 reviews with management and contribute improvement ideas during team discussions. Currently seeking opportunities in back-office operations, customer service operations, and analyst roles where I can contribute to accuracy, efficiency, and service quality.

Experience

11 yrs 3 mos

Total Experience

3 yrs 8 mos

Average Tenure

7 mos

Current Experience

Career break

Layoff/position eliminated

Oct 2025 – Present · 7 mos · New Delhi, Delhi

Because of organisational layoff and to support a family member because of their medical situation, I am on a break. I am actively applying for jobs and open to work in back-office and customer operations roles.
I am open to work in US as well as UK shifts.
The positions I am looking for are - Analyst, Senior Analyst, Associate Manager, Escalation Manager, and Support Specialist- Backoffice profiles.

Hcltech

Senior Analyst

Feb 2025 – Oct 2025 · 8 mos · Noida, Uttar Pradesh, India · On-site

Roles & Responsibilities:
Manage customer queries via email, phone, chat, and ticketing systems, resolving technical and process-related issues promptly while escalating unresolved cases to higher support levels when necessary.
Ensure timely, high-quality service delivery by monitoring SLAs and following ITIL/ITSM processes like Incident, Problem, and Change Management.
Track daily employee logins, report any login issues to management, and analyze customer feedback to identify trends and recommend improvements.
Monitor CSAT/NPS scores to assess service quality and suggest actions to enhance the overall customer experience.
Work closely with internal teams across technical, sales, delivery, and quality functions to resolve issues and share knowledge.
Maintain and regularly update knowledge bases, FAQs, and process documents to improve issue resolution efficiency and team effectiveness

Support ManagementRoot Cause AnalysisCustomer Service ManagementProcess Management

Bt group

Senior Customer Service Executive

Jan 2021 – Jul 2025 · 4 yrs 6 mos · New Delhi, Delhi, India · Hybrid

Roles & Responsibilities
Managed customer queries across voice, email, and chat channels—ensuring timely and accurate resolutions through coordination with backend and logistics teams.
Handled complex escalations with professionalism and empathy, identifying recurring pain points and working cross-functionally to implement long-term fixes.
Monitored and improved key service KPIs like CSAT, NPS, and resolution time through regular performance reviews and targeted coaching.
Conducted regular team huddles and knowledge-sharing sessions to develop customer service and objection handling skills
Led onboarding of new hires with structured training plans, helping them quickly transition to customer-facing roles.
Transitioned into the Upgrades & Retentions division, leveraging personalized offers and relationship-building to reduce churn and exceed retention targets.
Served as Process Mentor, analyzing performance reports, providing actionable feedback, and fostering continuous improvement across the team.

Customer Service ManagementTeam LeadershipProcess Improvement

Concentrix

Customer Service Representative

Feb 2015 – Jan 2021 · 5 yrs 11 mos · Gurugram, Haryana, India · Hybrid

Roles and Responsibilities:
Worked with Concentrix as a customer service support
Helping customers with their billings, upgrades and technical queries
Providing the right resolution to their queries. - Making sure the customer has good experience.
Identifying upselling and cross selling opportunities and oﬀer additional products to new and existing customers
Regularly interacted with team managers and quality coaches to reﬁne performance, contributing to improved customer satisfaction scores.
Collaborated with Quality and Team Leads to improve CSAT and FCR.
Demonstrated strong multitasking and adaptability in a fast-paced environment.
Have done backend work as well. Also performed follow up- which helped in Postpay to Prepay migration and SAP returns(Upgrade reversal and cancellation of new line)

Service OperationsKPI ManagementCustomer Service Management