Summary
Overview
Work History
Education
Skills
Timeline
Generic
Akshay Deshmukh

Akshay Deshmukh

Kalyan

Summary

The Customer Service Team Leader is responsible for supervising and supporting a team of customer service representatives to ensure high-quality service delivery, efficient handling of customer inquiries, and resolution of issues in a timely manner. This role involves monitoring team performance, coaching staff, managing escalations, and working closely with other departments to improve customer satisfaction. The Team Leader plays a key role in maintaining service standards, implementing process improvements, and fostering a positive team environment.

Overview

8
8
years of professional experience

Work History

Customer Service Team Lead

BVC Logistics
08.2025 - Current
  • Supervise & manage customer service team to meet customer service goals.
  • Monitor team performance and provide regular feedback, training, and development.
  • Manage scheduling, attendance, and workload distribution.
  • Handle escalated customer inquiries and complaints.
  • Collaborate with warehousing, transportation, and planning teams to ensure smooth order fulfillment.
  • Do quality checking & flash MIS don daily basis to the seniors.

KYC ANALYST

Unity Small Finance Bank
05.2024 - 08.2025
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits
  • Try to solve customer request with in TAT
  • Keep records of customer interactions, process customer applications
  • Prepare customer request summery at EOD
  • Review and verify customer identification documents to ensure they are valid and accurate
  • Gather relevant information about customers, including their business operations, financial standing, and ownership structures
  • Assess customers' risk profiles by considering factors like geographic location, business type, transaction volume, and history of financial crimes
  • Maintain records and documentation of customer interactions for audits and compliance reviews
  • Approve CKYC batches from the CKYC portal
  • Communicate with the CKYC team if you face any issues
  • Profile modification in the CKYC portal
  • Report the account manually to CKYC if required

FINANCE OPERATIONS / KYC TEAM LEADER

JIO Finance Ltd
12.2023 - 05.2024
  • Responsible for handling VKYC team for Personal Loan
  • Tracking loan applications
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Supervised team members to confirm compliance with set procedures and quality requirements
  • Generated reports detailing findings and recommendations
  • Prepare & send hourly MIS to seniors
  • Preparing agent roster
  • Taking a part in weekly review meeting
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits
  • Try to solve customer request ASAP
  • Perform checker part in solving customer request
  • Co-ordinate with other teams
  • Keep records of customer interactions, process customer applications

BANKING CUSTOMER SERVICE/OPERATIONS EXECUTIVE

JIO Payments Bank
05.2023 - 11.2023
  • Responsible for handling VKYC team of saving accounts
  • Compiled training materials for new employees and tracked skill development
  • Prepare & send hourly MIS to seniors
  • Making agent roster
  • Co-ordinate with tech team if required
  • Taking a part in weekly review meeting
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits
  • Try to solve customer request ASAP
  • Perform checker part in solving customer request
  • Co-ordinate with other teams
  • Keep records of customer interactions, process customer accounts
  • Prepare customer request summery at EOD
  • Approve CKYC batches from CKYC portal
  • Communicate with CKYC team if face any issue
  • Profile modification in CKYC portal
  • Report account manually to CKYC if required

CONSUMER ON-BOARDING

JIO Payments Bank
06.2021 - 04.2023
  • Open digital Saving bank Account through V-KYC
  • Upgrade minimum wallet to saving account
  • Issue report in portal
  • Call taken with in giving TAT

MERCHANT ON-BOARDING

NAMR Pvt Ltd (JIO Money)
12.2020 - 06.2021
  • Checking merchant documents & shop photo for account opening
  • Responsible for data entry
  • Scanning of documentation
  • Inward/Uploading files
  • Batch/Bulk Processing of entries
  • Data entry with in defined TAT
  • Storage & retrieval of records as per business requirement

SALES EXECUTIVE

SK Associates
12.2017 - 06.2019
  • Maintain relationships with associate partner (TATA Capital)
  • Generate new business and increase sales
  • Pitch the product to the customer and close the deal
  • Solve the query of associate partner and customers
  • Arrange the training for new employees of associate partner
  • Maintain data in excel format on a daily basis

Education

MBA - Marketing Management And Research

YTMSR

BMS - Marketing

L.D. Sonawane College

HSC - Commerce

L.D. Sonawane College

SSC - undefined

Shree Gajanan Vidyalay

Skills

  • Problem solving
  • Excel
  • Customer service
  • Customer onboarding
  • MIS
  • Know your customer

Timeline

Customer Service Team Lead

BVC Logistics
08.2025 - Current

KYC ANALYST

Unity Small Finance Bank
05.2024 - 08.2025

FINANCE OPERATIONS / KYC TEAM LEADER

JIO Finance Ltd
12.2023 - 05.2024

BANKING CUSTOMER SERVICE/OPERATIONS EXECUTIVE

JIO Payments Bank
05.2023 - 11.2023

CONSUMER ON-BOARDING

JIO Payments Bank
06.2021 - 04.2023

MERCHANT ON-BOARDING

NAMR Pvt Ltd (JIO Money)
12.2020 - 06.2021

SALES EXECUTIVE

SK Associates
12.2017 - 06.2019

BMS - Marketing

L.D. Sonawane College

HSC - Commerce

L.D. Sonawane College

SSC - undefined

Shree Gajanan Vidyalay

MBA - Marketing Management And Research

YTMSR

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Akshay Deshmukh