Apr 2025 – Dec 2025 · 8 mos · Noida · On-site

• Managed high-priority escalations involving transactions, Fund Advisor, and KYC workflows, ensuring timely, accurate resolution while meeting defined SLAs.
• Authored and maintained internal and external documentation to standardize support responses, improve user experience, and ensure consistency across the website and helpdesk platforms.
• Trained and mentored new team members, enabling smooth onboarding, faster ramp-up, and strong product and process understanding.
• Collaborated cross-functionally with product, engineering, and compliance teams to identify gaps, enhance support workflows, and drive continuous process improvements.
• Served as a subject-matter expert for complex operational issues, providing guidance to support teams and ensuring process adherence and high support quality.

Oct 2023 – Jun 2025 · 1 yr 8 mos · Noida · On-site

• Skilled in managing various reports and dispatch-related tasks using Excel, demonstrating strong organizational abilities and attention to detail in handling administrative duties effectively.
• Proficient in utilizing Zoho Helpdesk ticket management system, Space, Basecamp, and Jira for efficient user escalation and query resolution, ensuring timely and effective response to customer inquiries.
• Dedicated to continuous learning and updating of knowledge base regarding stocks and Mutual Funds services, enabling informed assistance to users and resolving their queries accurately.
• Committed to providing exceptional customer experience by leveraging technical tools and expertise to address user concerns promptly and enhance overall satisfaction with the service provided.

Dec 2022 – Jun 2023 · 6 mos · Delhi, India

• International Destination & Vendor Relationship Management | Partner Support
• Experienced professional adept at working within a team environment focused on International destination and vendor relationship management. Skilled in providing exceptional partner support and ensuring seamless operations.
• Notably, entrusted with the responsibility of sharing the first quote for the Dubai destination, demonstrating a strong ability to deliver results and meet client expectations. Additionally, contributed to post-booking operations during a short interval, showcasing adaptability and versatility in a fast-paced environment.

Nov 2022 – Dec 2022 · 1 mo

• Managed a four-person team effectively and was responsible for training on-boarded partners.
• Keeping a track of the partners after the training process for a month.
• Improved partner consultations and determined needs through team management.
• Stayed up to date on product ranges, upgrades, and developments by reviewing the company manual regularly.

Oct 2021 – Oct 2022 · 1 yr

• Addressed and handled partner’s problems in a quick, efficient, and effective way while being pleasant and helpful.
• Began with 50 partners, then expanded and took the responsibility for 300 partners which includes 50 key accounts.
• Generated a solid understanding of completion, activities, and strategies by conducting research.