Headline

Customer Success Executive

About

Customer-focused professional with 7+ years of experience across banking, financial services, IT recruitment, and EdTech customer support, seeking a role in Customer Support or US Mortgage and Banking processes. Proven expertise in ticket management, query resolution, and multi-channel support (chat, email) using Freshdesk (Freshworks). Hands-on experience in student onboarding, portal navigation support, SLA/TAT adherence, and cross-functional collaboration to deliver high-quality client resolutions. Skilled in complaint handling, data accuracy, and adapting quickly to dynamic operational environments.

Location

Porbandar

Work experience

Customer Success Executive at AI CERTs®, Feb 2026 - Present · 5 mos, Gandhinagar, Providing end-to-end customer support for AI certification programs through Freshdesk (Freshworks). My responsibilities include managing student onboarding and course enrollment, resolving portal navigation issues, handling examination-related queries, and processing certificate issuance and modifications. I also support Partner Portal and Trainer Portal users, coordinating with internal teams to deliver prompt, high-quality resolutions. Consistently maintaining SLA and TAT standards while ensuring a seamless experience for students, trainers, and business partners across all touchpoints.

US Recruiter at IMS Group, Dec 2025 - Feb 2026 · 3 mos, Ahmedabad, Managed the full-cycle US recruitment process — from sourcing and screening to interview coordination and onboarding. Worked across W2, C2C, and 1099 hiring models, sourcing top talent through LinkedIn Recruiter, Indeed, Monster, CareerBuilder, and ZipRecruiter. Maintained candidate pipelines using Bullhorn ATS and ensured compliance with US work authorization requirements (GC, H1B, OPT, CPT). Handled multiple requisitions simultaneously while delivering within SLA and TAT benchmarks.

Senior Process Associate at Tata Consultancy Services, Jun 2022 - Sep 2025 · 3 yrs 4 mos, Gandhinagar, Worked in the US mortgage domain handling claims filing and processing for FNMA (Fannie Mae), Freddie Mac, and GNMA (Ginnie Mae). Managed remittance of excess funds to authorized GSEs in compliance with agency servicing guidelines. Also contributed to the Quality Control (QC) team within the Underwriting division, reviewing loan files for accuracy, completeness, and regulatory compliance. Developed strong expertise in mortgage documentation, data validation, and audit processes.

Assistant Manager at Axis Bank, Feb 2022 - Jun 2022 · 5 mos, Rajkot, Served as a Trade Customer Service Officer managing customer-facing interactions at the desk. Handled trade finance queries, documentation support, and ensured smooth communication between customers and internal teams. Thrived in a high-pressure banking environment, demonstrating strong multitasking, interpersonal skills, and a commitment to customer satisfaction.

Senior Executive at Baroda Global Shared Services Ltd, Nov 2018 - Jan 2022 · 3 yrs 3 mos, Gandhinagar, Worked in trade finance operations as a Checker at this wholly owned subsidiary of Bank of Baroda. Responsibilities included precise query handling between scrutiny and process teams, data validation under strict deadlines, compliance monitoring, and documentation management. Identified operational risks and made recommendations to senior management for process improvements — building a strong foundation in banking operations and compliance.

Education

Bachelor of Commerce - BCom, Accounting and Finance, The Maharaja Sayajirao University of Baroda

PGDB+, Banking, Niit