Aditya Awasthy
Hyderabad
Summary
Customer-focused professional with experience in customer support, issue resolution, and financial investigation. Skilled at troubleshooting complex problems, owning cases from start to finish, and ensuring customer satisfaction across email, chat, and phone channels. Strong communicator with a proven ability to collaborate with cross-functional teams, document cases in CRM systems, and provide actionable feedback to improve products and processes. Adept at working in fast-paced environments, meeting SLAs, and going the extra mile to deliver seamless customer experiences.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Process Associate
Genpact
Hyderabad
09.2023 - Current
•Acted as first point of contact for customer inquiries across email, chat, and phone, maintaining ownership of cases from start to finish and ensuring timely, accurate resolutions.
•Delivered product support by analyzing transactional anomalies, identifying root causes, and recommending appropriate solutions to safeguard client accounts.
•Documented customer interactions and resolutions in CRM tools, ensuring complete and accurate case histories for future reference.
•Partnered with cross-functional teams, including Product and Engineering, by escalating feedback and sharing insights to enhance support workflows and improve overall customer experience.
•Resolved high-priority issues under tight deadlines, consistently meeting SLA targets for response and resolution time.
•Recognized for exceeding performance benchmarks in accuracy, problem-solving, and customer satisfaction scores.
Education
Bachelor of Arts - English Literature, History, Political Science
Barkatullah University
Bhopal07.2023
Skills
Customer support (email, chat, and phone) Product knowledge and troubleshooting CRM tools and case documentation Problem-solving and root cause analysis Time management and prioritization Communication skills (written and verbal) Conflict resolution and customer satisfaction Cross-functional collaboration
Financial fraud detection and risk assessment
Data interpretation and reporting
Accomplishments
• Consistently exceeded performance benchmarks in resolution time, accuracy, and customer satisfaction at Genpact
• Recognized for effectively handling high-priority customer issues under tight deadlines
• Organized educational workshops to promote inclusive and quality education for underprivileged children.
Languages
- English
- Hindi
Certification
• Introduction to Risk Management – LinkedIn Learning (June 2025)
• Generative AI for Beginners – Genome BITS Wave (July 2024)
• TCS Youth Employment Program – Tata Consultancy Services (Nov 2022)
Timeline
Process Associate
Genpact
09.2023 - Current
Bachelor of Arts - English Literature, History, Political Science
Barkatullah University
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