Customer Support Specialist - Chat & Voice

Customer Support & Customer KESHAV Experience Specialist DAS Chat, Email & Voice Support

Faridabad, Haryana, India 121003 926-***-**** *************@*****.*** PROFESSIONAL SUMMARY

Customer Support and Customer Experience professional with 5+ years of experience delivering chat, email, and voice support across banking, fintech, telecom, and e-commerce environments. Skilled in maintaining accurate customer records in CRM and helpdesk systems (Zendesk), collaborating cross-functionally and remotely via Slack and Zoom, and resolving customer inquiries and complaints with a customer-first mindset. Proven track record of building strong product knowledge and consistently meeting CSAT and service-level targets. Native Bengali speaker, fluent in English and Hindi, with additional experience auditing AI chatbot and voice assistant conversations for quality and compliance. Comfortable working independently in fast-paced, cross-functional, remote environments, and available for full-time, long-term remote roles.

CORE SKILLS

Customer Support: Customer Support, Customer Care, Customer Experience, Customer Engagement, Chat Support, Email Support, Voice Support, Complaint Resolution, Issue Resolution, Resolution Management CRM & Helpdesk: Zendesk CRM, CRM Management, Ticket Management, Customer Records, Helpdesk Systems, CCAT

& CCA2 Case Management Tools

Communication: Written Communication, Professional Communication, Customer Communication, Active Listening, Attention to Detail

Collaboration: Cross-Functional Collaboration, Remote Collaboration, Team Coordination Remote Tools: Slack, Zoom

Customer Success: Customer Satisfaction (CSAT), Product Knowledge, Relationship Building, Service-Level Agreement

(SLA) Performance

Compliance: KYC & AML Verification, Fraud Investigation, Dispute Resolution, Regulatory Compliance AI Operations: AI Conversation Auditing, AI Chatbot & Voice Assistant Quality Evaluation, Rubric-Based Assessment Languages: Bengali (Native), Hindi (Fluent), English (Fluent, professional working proficiency) PROFESSIONAL EXPERIENCE

Customer Support Executive — iEnergizer, Noida, UP January 2025 – Present

• Deliver customer support across chat, email, and voice channels for banking and lending products, including the OnePay banking process, with a consistent customer-first approach.

• Maintain accurate, up-to-date customer records and case documentation in Zendesk CRM, supporting smooth handoffs and reliable case traceability.

• Collaborate cross-functionally with team members via Slack and Zoom to resolve escalations and coordinate day-to-day work on the OnePay process.

• Resolve customer complaints, disputes, and account-related inquiries with empathy and accuracy, escalating appropriately when needed.

• Support payment, account, and loan-related requests, including identity verification aligned with KYC/AML and regulatory standards.

• Audit AI chatbot and AI voice assistant conversations for quality, accuracy, and compliance, documenting findings and delivering feedback to improve performance.

• Consistently meet quality assurance, compliance, CSAT, and SLA targets, with an ongoing focus on improving personal performance metrics.

Customer Support Representative — iQor India Services Pvt Ltd, Noida, UP June 2022 – January 2025

• Delivered real-time chat support for Walmart customers, resolving inquiries related to missing, delayed, and damaged orders with a customer-first approach.

• Maintained accurate customer and case records using CCAT and CCA2 case management tools.

• Partnered with logistics and escalation teams to resolve cross-functional issues and improve the post-order customer experience.

• Sustained consistent service quality and response efficiency across high-volume chat queues.

• Recognized for empathy, professionalism, and problem-solving in customer interactions. Customer Care Executive — LN Tech Infozone Pvt. Ltd, Noida, UP December 2020 – March 2022

• Resolved billing and service-related inquiries for AT&T telecom customers via inbound voice support, maintaining a professional, customer-first approach.

• Built foundational customer service and communication skills in a regulated, high-compliance environment. EDUCATION

Bachelor of Business Administration (BBA) — IGNOU, 2023 12th (CBSE) — 2020

10th (CBSE), Delhi — 2018

DECLARATION

I hereby declare that the information provided above is true to the best of my knowledge and belief.

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