Vaibhav Goenka

Customer Success Manager

Mumbai, Maharashtra, India6 yrs 6 mos experience

Key Highlights

Over five years of customer support experience.
Expert in handling complex client queries.
Proven track record in training and team management.

Stackforce AI infers this person is a Customer Support Specialist in the Fintech industry.

Contact

Skills

Core Skills

Customer SupportClient Relationship ManagementClient Experience ManagementTeam Leadership

Other Skills

CSECall FlowCall SupportClient CommunicationClient Queries HandlingClient SupportCoachingCollaborationCommerceCommunication ChannelsConnectivityContact CentersCustomer ContactCustomer ExperienceCustomer Retention

About

I am a seasoned customer support professional with over half a decade of experience specializing in mutual funds, consistently delivering outstanding service. Throughout my career, I’ve expertly handled client interactions across multiple channels, resolving complex issues and guiding clients on their financial journeys. In my roles at Aegis for SBI Mutual Fund, Groww, ET Money, and now at Dezerv, I’ve managed both financial and non-financial client queries, offered hands-on training to new team members, and collaborated with cross-functional teams to enhance processes. My ability to handle high-priority escalations and work closely with team leads has contributed to greater operational efficiency and improved client satisfaction. I am well-versed in using tools such as Freshdesk, Jira, Ozonetel, Freshchat, and Kalera to streamline support processes. Additionally, I’ve taken on leadership roles, managing team performance and optimizing resources to ensure seamless operations. Passionate about problem-solving and committed to delivering exceptional customer service, I continuously seek opportunities to enhance service delivery, improve the customer experience, and drive organizational growth.

Experience

Career break

Personal goal pursuit

Jan 2026 – Present · 3 mos

Dezerv

Member Partner

Dec 2023 – Jan 2026 · 2 yrs 1 mo · Mumbai, Maharashtra, India · On-site

Managed multiple communication channels (calls, emails, chats) to provide seamless client support.
Collaborated with Relationship Managers, assisting with client leads and pre/post-investment queries.
Gathered and acted on feedback from clients, improving the app based on withdrawals and app store reviews.
Worked closely with the Tech team, raising issues via Jira and facilitating changes on MF Central.
Supported the Business Development team by filtering leads, contributing to company growth.
Assisted teammates with product knowledge and queries, and trained new colleagues for excellent client service.

Client SupportCommunication ChannelsFeedback GatheringCollaborationTrainingCustomer Support+1

Et money

Senior Customer Experience Specialist

Feb 2023 – Nov 2023 · 9 mos · Gurugram, Haryana, India · Remote

Resolved complex client issues via email and follow-up calls to ensure complete resolution.
Actively trained new team members, providing hands-on guidance to improve their client interaction skills.
Used Freshdesk for managing support tickets, Jira for issue tracking, and Ozonetel for call management.
Focused on enhancing customer support and optimizing service delivery through effective use of tools and processes.

Issue ResolutionTrainingSupport Ticket ManagementCustomer Support ToolsCustomer SupportClient Experience Management

Groww, india

2 roles

Senior Executive

Promoted

Sep 2022 – Feb 2023 · 5 mos · Hybrid

Stepped up to manage the team in the absence of the team lead, overseeing performance and optimizing resource allocation.
Reached out to clients via phone for complex issues, ensuring clearer explanations and resolutions.
Leveraged tools like Freshchat and Kalera to enhance communication and streamline support processes.

Team ManagementClient CommunicationResource OptimizationSupport Process EnhancementTeam LeadershipCustomer Support

Customer Success Executive

Mar 2021 – Sep 2022 · 1 yr 6 mos · Hybrid

Specialized in handling queries related to mutual funds, stocks, and money lending as part of the chat team.
Provided real-time support via chat, ensuring timely and effective resolution of client issues.
Took responsibility for training new colleagues, equipping them with the skills to manage client interactions proficiently.

Client Queries HandlingReal-time SupportTrainingMutual Funds ExpertiseCustomer SupportClient Relationship Management

Aegis global

Customer Service Representative

May 2019 – Nov 2020 · 1 yr 6 mos · Navi Mumbai, Maharashtra, India

Delivered exceptional call support, addressing financial and non-financial queries from existing and prospective investors.
Managed high-priority calls, resolved escalations, and provided guidance on investment options.
Trained new colleagues on mutual fund inquiries, ensuring they are well-prepared to assist clients.
Collaborated with the team lead on process improvement initiatives to enhance operational efficiency and client satisfaction.

Call SupportEscalation ManagementTrainingProcess ImprovementCustomer SupportClient Relationship Management