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Prince Jain

Customer Service Expert | Salesforce Certified | 11 Yrs BPO/KPO | CRM Analytics | Trilingual

Indore

2+ years of work experience

EXL
Jun 20241 yr 8 mosJan 2026

Noida, Uttar Pradesh, India

Served as the primary escalation handler for a multinational BPO client account, managing high-stakes customer interactions, claims disputes, and cross-functional compliance requirements. Key outcomes: → Reduced claims processing error rate by 15% by designing and implementing dual-verification checkpoints — directly lowering dispute volume and rework cost → Managed a team of customer service analysts, achieving 100% performance target attainment for consecutive quarters via Salesforce CRM-based KPI tracking → Handled 200+ customer needs assessments per month with a sub-24-hour resolution turnaround on all tier-2 escalations → Drove quality assurance across service interactions in alignment with multinational regulatory standards
EXL
Jun 20241 yr 8 mosJan 2026

Reduced claims processing error rate by 15% by implementing dual-verification workflows and compliance checklists — directly lowering rework cost and customer dispute volume. Managed a team of customer service analysts, achieving 100% performance target attainment quarter-over-quarter through structured coaching and real-time KPI tracking via Salesforce CRM. Conducted 200+ customer needs assessments per month, delivering personalised CRM-based solutions that improved first-contact resolution (FCR) rate. Resolved complex customer escalations as the designated point of contact, maintaining a sub-24-hour turnaround on tier-2 complaints. Collaborated with QA and compliance teams to audit service interactions, ensuring adherence to multinational regulatory standards.
EXL Services Ltd
Nov 20221 yr 1 moNov 2023

Noida, Uttar Pradesh, India

Led end-to-end SOX and internal audit execution across business units in a KPO environment — bringing the same rigor to quality and compliance that top-tier client-facing teams demand. Key outcomes: → Delivered 100% of audit reports on time and error-free across all assigned cycles → Mentored 6+ junior team members through live audit assignments, cutting team ramp-up time by approximately 30% → Identified 12+ process gaps through root-cause analysis, contributing directly to risk reduction and operational improvement → Coordinated with 8 business and functional owners to track remediation implementation post-audit — closing the loop on every finding
Nov 20221 yr 1 moNov 2023

Executed end-to-end SOX and internal audits across business units, delivering reports with zero factual errors and within 100% of agreed timelines. Mentored 6+ junior auditors through live assignments — reducing team ramp-up time by ~30% and improving the consistency of audit observations. Identified 12+ process gaps through root-cause analysis during audit cycles, directly contributing to operational risk reduction across departments. Coordinated with 8 business and functional owners to track and verify implementation of remediation recommendations post-audit.
CGM ARIA - eMDs
Jun 20225 mosOct 2022

• Monitored customer accounts for non-payments, delays, and irregularities. • Executed billing, collections, and account reconciliations to meet deadlines. • Utilized tools including Epremis, Cerner, TPX, Artiva, and Invision.
eMDs
Jun 20225 mosOct 2022

Managed end-to-end trade operations across multiple product categories, achieving consistent on-shelf availability and reducing stockout incidents. Designed and implemented optimised logistics and pricing models that improved supply chain turnaround and reduced fulfilment delays. Built integrated marketing procedures adopted cross-functionally, streamlining campaign execution and cutting alignment time between teams.

Education

Devi Ahilya Vishwavidyalaya

Bachelor of Arts, Computer Application

Devi Ahilya Vishwavidyalaya

20103 yrs2013

Intermediate, Mathematics

Govt. B.H.S.

20091 yr2010

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Headline

Customer Service Expert | Salesforce Certified | 11 Yrs BPO/KPO | CRM Analytics | Trilingual

About

With over 11 years of experience in BPO and KPO environments, I specialize in customer service, revenue cycle management, and claims operations. As a Senior Executive at EXL, I managed high-volume customer escalations and claims processes for a multinational client, achieving a 15% reduction in processing errors through improved verification systems and ensuring 100% performance target attainment using Salesforce CRM for KPI tracking. My expertise includes denial resolution, reconciliation, and quality assurance, supported by certifications such as Salesforce Certified Administrator and Certified Ethical Hacker. I am motivated by driving operational excellence, ensuring compliance, and delivering data-driven improvements. My goal is to foster seamless customer experiences and optimize service delivery in dynamic, high-stakes environments.

Location

Indore

Work experience

Sr executive - Customer Service & Claims Operations at EXL, Jun 2024 - Jan 2026 · 1 yr 8 mos, Noida, Uttar Pradesh, India, Served as the primary escalation handler for a multinational BPO client account, managing high-stakes customer interactions, claims disputes, and cross-functional compliance requirements. Key outcomes: → Reduced claims processing error rate by 15% by designing and implementing dual-verification checkpoints — directly lowering dispute volume and rework cost → Managed a team of customer service analysts, achieving 100% performance target attainment for consecutive quarters via Salesforce CRM-based KPI tracking → Handled 200+ customer needs assessments per month with a sub-24-hour resolution turnaround on all tier-2 escalations → Drove quality assurance across service interactions in alignment with multinational regulatory standards

Customer Service Executive at EXL, Jun 2024 - Jan 2026 · 1 yr 8 mos, Reduced claims processing error rate by 15% by implementing dual-verification workflows and compliance checklists — directly lowering rework cost and customer dispute volume. Managed a team of customer service analysts, achieving 100% performance target attainment quarter-over-quarter through structured coaching and real-time KPI tracking via Salesforce CRM. Conducted 200+ customer needs assessments per month, delivering personalised CRM-based solutions that improved first-contact resolution (FCR) rate. Resolved complex customer escalations as the designated point of contact, maintaining a sub-24-hour turnaround on tier-2 complaints. Collaborated with QA and compliance teams to audit service interactions, ensuring adherence to multinational regulatory standards.

Senior Executive – Quality Assurance & Internal Audit at EXL Services Ltd, Nov 2022 - Nov 2023 · 1 yr 1 mo, Noida, Uttar Pradesh, India, Led end-to-end SOX and internal audit execution across business units in a KPO environment — bringing the same rigor to quality and compliance that top-tier client-facing teams demand. Key outcomes: → Delivered 100% of audit reports on time and error-free across all assigned cycles → Mentored 6+ junior team members through live audit assignments, cutting team ramp-up time by approximately 30% → Identified 12+ process gaps through root-cause analysis, contributing directly to risk reduction and operational improvement → Coordinated with 8 business and functional owners to track remediation implementation post-audit — closing the loop on every finding

Senior Internal Auditor at EXLTECH, Nov 2022 - Nov 2023 · 1 yr 1 mo, Executed end-to-end SOX and internal audits across business units, delivering reports with zero factual errors and within 100% of agreed timelines. Mentored 6+ junior auditors through live assignments — reducing team ramp-up time by ~30% and improving the consistency of audit observations. Identified 12+ process gaps through root-cause analysis during audit cycles, directly contributing to operational risk reduction across departments. Coordinated with 8 business and functional owners to track and verify implementation of remediation recommendations post-audit.

Senior Associate at CGM ARIA - eMDs, Jun 2022 - Oct 2022 · 5 mos, • Monitored customer accounts for non-payments, delays, and irregularities. • Executed billing, collections, and account reconciliations to meet deadlines. • Utilized tools including Epremis, Cerner, TPX, Artiva, and Invision.

Marketing Associate at eMDs, Jun 2022 - Oct 2022 · 5 mos, Managed end-to-end trade operations across multiple product categories, achieving consistent on-shelf availability and reducing stockout incidents. Designed and implemented optimised logistics and pricing models that improved supply chain turnaround and reduced fulfilment delays. Built integrated marketing procedures adopted cross-functionally, streamlining campaign execution and cutting alignment time between teams.

Education

Bachelor of Arts, Computer Application, Devi Ahilya Vishwavidyalaya

Intermediate, Mathematics, Govt. B.H.S.