Professional Summary
Customer Support Executive with over 3 years of experience streamlining service operations in fintech. Specialises in resolving complex queries, training support teams, and leveraging CRM analytics to enhance customer satisfaction metrics. Recognised for maintaining high NPS scores while reducing ticket resolution times by 30%.
Skills
- Communication
- Customer Service
- CRM
- GO
- Jira
- Excel
- Zendesk
- Data Analysis
- Team Leadership
Experience
Customer Support Executive — Policybazaar.com
- Spearheaded implementation of new ticketing workflows that reduced average resolution time from 24 to 17 hours.
- Trained and mentored a team of 12 agents, leading to a 15% increase in first-contact resolution rates.
- Analysed customer feedback trends to inform policy changes, resulting in a 30-point NPS increase over 6 months.
- Maintained detailed product knowledge across insurance and investment verticals, achieving a 92% satisfaction score.
- Collaborated with product teams to log and prioritise 50+ customer-reported bugs quarterly.
Account Coordinator — Curvves
- Supported 20+ account managers by orchestrating onboarding schedules and customising client success dashboards.
- Automated weekly reporting for key accounts, freeing up 15 hours of analyst time each month.
- Coordinated cross-functional workshops to align sales, support, and product teams on client feedback loops.
- Maintained comprehensive account documentation that reduced handoff errors in high-touch relationships.
- Led quarterly business reviews with top-tier clients, showcasing value stories that deepened retention.
Education
B.A. Business Administration
University of Florida