Ishaan Kaushal

Experience

• 

  IBM Daksh

  May 2013 - Dec 2013

  Customer Service Specialist

  Client : Amazon.uk

• 

  American Express

  Feb 2014 - Nov 2018

  • Manage day to day activities for a team of 9 CCPs including schedule adherence, leave tracker, CHTreports, quality audits, etc• Handle escalations from both internal and external stakeholders• Liaison with partner banks for correct payment processing and POS terminal troubleshooting (SCB,HDFC)• Call calibrations and One-O-One sessions with CCPs to manage their performance and call quality• Liaison with teams across different departments for projects and reporting Deliver process training andprovide floor support during the OJT for the new hires• MIS reporting and analysis of VoCM results to improve team performance Process Improvementinitiatives for streamlining the process Show less

  • Business System Analyst

    Mar 2018 - Nov 2018

  • Subject Matter Expert

    Jun 2017 - Mar 2018

  • Customer Service Specialist

    Feb 2014 - Jun 2017
• 

  SPECTRAFORCE

  Nov 2018 - May 2024

  At SPECTRAFORCE, I am part of a dynamic team that drives growth and innovation in staffing. Since 2004, we've been a leading U.S. staffing firm, leveraging advanced A.I.-powered talent acquisition to deliver exceptional services. We specialize in Contingent, Permanent, and Statement of Work (SOW) staffing solutions, thriving across sectors like Technology, Financial Services, Life Sciences, and more. Serving a diverse clientele in the U.S., Canada, and beyond, I contribute to creating NEWJOBPHORIA™experiences, redefining career transformations for our clientsCurrent Responsibilities Accounts Managed: Meta, Intel, PG&E, Halliburton, Amgen, Gilead SciencesOperate as the primary point of contact for key account stakeholdersDevelop a trusted advisory relationship with accounts, customer stakeholders and internal partnersTake a lead of projects for contract renewal / develop more business opportunities with existing customersLead performance management - KPI meetings with customerPrepare, monitor and update monthly, quarterly and annual forecastsEstablish strategies to win business based on clear understanding on customers’ requirement and current status of business and operationLead commercial discussion with customers and negotiate rates and contractual terms and conditionsWork as a project leader leading cross-functional communication internally and each stakeholders of customer in local, regional and global levelsWorked with big pharmaceutical, technology and utility clients Show less

  • Client Services Manager

    Apr 2022 - May 2024

  • Senior Client Service Associate

    Feb 2021 - Apr 2022

  • Client Service Associate

    Nov 2018 - Feb 2021
• 

  Randstad

  May 2024 - now

  Senior Client Manager