Jatin Kaushik
Customer Experience & Service Operations Specialist
Customer experience and service operations specialist with 4+ years across global aviation, technical support, and financial-services recruitment. Experienced in escalation management, SLA and CSAT performance, consultative retention, and cross-functional process improvement in compliance-driven, brand-critical environments.
Experience across
Professional Snapshot
What I bring to the table
Global CX Operations
Manage escalated, high-value customer interactions for a global airline and a metrics-driven technology leader, to SLA and quality standards.
Technical Problem-Solving
Troubleshoot booking engines, payment gateways, hardware, and software using structured diagnostics and incident-management workflows.
Retention & Consultation
Apply consultative techniques to protect revenue, de-escalate conflict, and build loyalty with premium clients and enterprise accounts.
Analytical & Strategic Thinking
Use case data, root-cause analysis, and performance reporting to shape service standards and measurable business outcomes.
Process Improvement & Collaboration
Partner cross-functionally and mentor peers to embed feedback loops and continuously improve service processes and compliance.
Experience
Career progression across CX, recruiting, and tech support
Service Advisor
British Airways
Noida, India · Mar 2024 – May 2026
- Own escalated customer cases and premium loyalty accounts within a high-volume global aviation operation, meeting SLA and service-quality standards.
- Manage end-to-end reservations, fare rules, and dynamic pricing on enterprise booking platforms with full accuracy and regulatory compliance.
- Deliver consultative retention and upsell conversations that protect revenue and strengthen brand loyalty across premium segments.
- Diagnose booking-engine, payment-gateway, and digital-channel failures, coordinating fixes that minimize customer downtime.
- Analyze case-history and root-cause data with cross-functional teams to raise first-contact resolution and refine service standards.
Technical Recruiter
Dexian DISYS — Bank of America account
Noida, India · Feb 2023 – Aug 2023
- Translated complex technical requisitions into targeted sourcing strategies for a Tier-1 financial-services client (Bank of America).
- Sourced, screened, and validated candidates via ATS and job boards, delivering qualified shortlists against agreed SLAs.
- Led offer negotiation, background and reference checks, aligning client budgets with candidate expectations to close acceptances.
- Maintained requisition hygiene, posting visibility, and hiring-compliance documentation across the full recruitment lifecycle.
Technical Support Specialist
Amazon
Noida, India · Aug 2021 – Nov 2022
- Resolved hardware and software faults on laptops, desktops, tablets, and mobile devices using structured troubleshooting and remote diagnostic tools.
- Improved first-contact resolution and average handle time in a metrics-driven, KPI-governed support environment.
- Documented incidents and escalations accurately in the ticketing system, sustaining strong CSAT and quality-audit scores.
Customer Service Executive
Tech Mahindra
Noida, India · Nov 2020 – Mar 2021
- Handled high-volume inbound contacts, logging and escalating tickets to ensure resolution within SLA targets.
- Raised CSAT through prompt, empathetic resolution, accurate case notes, and consistent follow-up to closure.
Skills
Customer & Service Operations
- CRM & loyalty platforms (Salesforce-type)
- Reservations, fare rules & dynamic pricing systems
- Incident management, ticketing & escalation workflows
- SLA, CSAT, FCR & AHT performance management
- Complaint handling, root-cause analysis & QA compliance
Technical Support & Recruitment
- Hardware, software & remote diagnostics
- Payment-gateway & booking-engine troubleshooting
- Technical sourcing, screening & ATS management
- Offer negotiation, background & reference checks
Consultative & Professional Skills
- Consultative sales, upsell & client retention
- Conflict resolution & de-escalation
- Stakeholder & executive communication
- Cross-functional collaboration & peer mentoring
- Process improvement, data analysis & reporting
Projects
Side projects that show initiative and technical curiosity
Product Review Website
Built a platform that aggregates product information and authentic user reviews to help shoppers make informed purchase decisions.
Personal Portfolio Website
Designed and developed a personal portfolio site to showcase professional experience, skills, and projects in a clear, modern format.
Education & More
Education, languages, and personal interests
Bachelor of Computer Applications
Mewar Institute of Management, Ghaziabad
Languages
English · Hindi
Interests
Walking · Trekking · Hiking