May 2021 – May 2022 · 1 yr

May 2021 – May 2022 · 1 yr

May 2021 – May 2022 · 1 yr

• Built customer loyalty by conducting structured follow-up calls for users facing platform or trading issues, ensuring issue resolution, improving user confidence, and maintaining high customer satisfaction throughout their ongoing trading journey.
• Escalated customer feedback and repeated platform challenges to product and management teams, contributing to feature enhancements and service improvements aimed at reducing client friction and improving trading experience quality.
• Coordinated with internal departments such as KYC, Account Opening, DP Operations, and Transaction Processing to resolve client requests, ensuring timely issue closure and smooth flow of customer service workflows across teams.
• Maintained working knowledge of Equity, Mutual Fund, Dematerialisation/Rematerialisation, Corporate Actions, Modifications, and Nominee Update processes, enabling accurate guidance and informed support across multiple trading and account activities.
• Took performance feedback from supervisors and department heads proactively, identifying improvement areas and implementing corrective actions to maintain high service standards and professional growth within the team environment.

Jun 2018 – May 2021 · 2 yrs 11 mos · On-site

Jun 2018 – Apr 2021 · 2 yrs 10 mos · On-site

Jun 2018 – Apr 2021 · 2 yrs 10 mos

• Assisted clients with demat account opening and dematerialisation by validating forms and KYC documents, coordinating with the depository, and ensuring accurate processing for smooth onboarding and transaction readiness.
• Executed client buy/sell orders in equities and mutual funds, explained MTM losses, open positions, and margin requirements, and proactively updated clients regarding margin shortfalls to support informed and compliant trading behaviour.
• Resolved payment delays, failed transactions, and withdrawal issues by coordinating across internal teams and placing withdrawal requests on behalf of clients through the in-house platform, ensuring timely settlement.
• Guided walk-in clients on completing modification forms, dematerialisation submissions, and DIS slips, and tracked client requests with RTAs to ensure timely status updates and closure.
• Explained P&L statements, contract notes, ledgers, holding reports, and margin shortage statements in clear terms, and assisted clients in IPO/OFS/FPO, buybacks, rights issues, ETFs, sovereign bonds, and dividend claim processes.

Apr 2017 – May 2018 · 1 yr 1 mo · Navi Mumbai, Maharashtra, India · On-site

• Handled walk-in and telephonic customer queries at head office, resolved complaints professionally, and ensured accurate communication of account status, due dates, and payment procedures to maintain customer satisfaction and trust.
• Coordinated with multiple departments across different cities to resolve customer issues and payment delays, tracked case progress through follow-ups, and ensured timely closure with appropriate solutions and documentation updates.
• Guided customers on payment processing through the HDFC portal and app, confirmed successful transactions in real-time, recorded transaction details in the system, and maintained daily and monthly follow-up sheets with accurate remarks and outcomes.

May 2016 – Mar 2017 · 10 mos · Navi Mumbai, Maharashtra, India · On-site

May 2016 – Mar 2017 · 10 mos

• Handled high-volume inbound and outbound calls to address customer queries, communicate due amounts and fees, guide repayment through approved channels, secure payment commitments, and deliver clear, empathetic service aligned with compliance and collections policies.
• Maintained monthly customer databases and structured follow-up logs; prepared hourly, daily, and monthly status reports for supervisors; collaborated with teammates to align targets, surface bottlenecks, and implement process improvements that strengthened collections.
• Drove timely collections through persistent, respectful follow-ups within agreed timelines; recorded outcomes and transaction confirmations, escalated risk cases appropriately, and kept stakeholders informed to minimise slippage and improve overall recovery rates.