Headline

Ex- Executive @ICICI

About

Experienced Senior Customer Support Executive with a proven track record in banking operations at ICICI Bank, specializing in retail banking, high-value asset portfolios, and digital platforms like iMobile Pay. Adept at navigating strict RBI regulatory frameworks, managing KYC/AML compliance, and resolving high-stakes financial disputes for premium portfolios. Recognized for accelerating team performance metrics- including CSAT, FCR, and strict response SLAs: while effectively mentoring junior executives to drive the cross-selling of retail financial products. A customer-centric leader skilled at diffusing complex, high-stress escalations and leveraging internal banking CRMs to optimize workflows, mitigate risks, and maximize client retention.

Location

Pawayan

Work experience

Senior Executive at ICICI Bank, Nov 2025 - May 2026 · 7 mos, On-site, Managed high-volume customer service operations for retail banking, credit cards, and digital banking channels like iMobile Pay. Resolved complex Tier-2 customer grievances, high-value transaction disputes, and sensitive compliance issues under strict RBI guidelines. Partnered with the digital banking and IT divisions to identify system glitches, reducing repeat inbound query volumes by 59%. Mentored and coached a team of 20 junior support executives on cross-selling retail financial assets, financial products, and complaint handling. Diffused high-stress customer escalations, successfully retaining premium Privy League / Wealth Management accounts.

Customer Support Associate at Cogent E Services, Sep 2023 - Aug 2025 · 2 yrs, Noida, Uttar Pradesh, India, Handled multi-channel customer communications via phone, email, and live chat to resolve complex account and product issues. Exceeded key performance indicators, consistently maintaining a 91% Customer Satisfaction (CSAT) score and meeting strict response SLAs. Utilized [Zendesk / Salesforce / Freshdesk] to log inquiries, track ticket lifecycles, and maintain precise customer database hygiene. Diagnosed technical issues and guided non-technical users through clear, step-by-step troubleshooting solutions. Partnered with Product and Engineering teams to report recurring bugs, accelerating fix times and reducing repeat ticket volume. Contributed to internal knowledge bases and customer-facing FAQ articles to improve team training and user self-service.

Education

Bachelor of Commerce - BCom, Commerce, Mahatma Jyotiba Phule Rohilkhand University (MJPRU), Bareilly