Ashish Chaturvedi - Customer Support Executive (Techops) - Paytm Digital Gold

Summary

Motivated Customer Support Executive with strong skills in issue resolution, SQL-based data validation, and API troubleshooting. Experienced in using tools like Postman, Redash, and Excel to analyze customer issues and ensure smooth service operations. Seeking a role where I can combine my technical abilities and customer-first approach to deliver high-quality support and enhance overall user experience.

Overview

1

year of professional experience

Work History

Business Operations Associate

Paytm Digital Gold

08.2024 - Current

I wrote SQL queries on the Redash production database to analyze buy/sell volumes, GMV trends, and transaction failure reasons.
Prepared and shared daily MIS and Gold SIP reports with the product and growth teams to support business decisions.
Collaborated with product managers on data-driven insights that improved product reliability.
Handled customer queries escalated from the L1 support team and resolved complex issues at the L2 level with accuracy and speed.
Performed transaction retries and profile/KYC-related updates to resolve customer disputes and ensure a smooth user experience.
Coordinated with internal teams (Product, Vendor, Tech, Business) to resolve high-priority customer cases and ensure end-to-end closure.
Resolved transaction failures via Postman APIs and vendor coordination, improving resolution time and customer satisfaction.

Education

B.Tech - Information Technology

GL Bajaj Institute of Tech

08-2024

Class 12th - PCM

SSM Sr. Sec. School

Gorakhpur, India

05-2019

Class 10th -

Siddharth Public School

04-2017

Skills

Customer Support: Issue Resolution, Escalation Handling (L1/L2), RCA Documentation

Communication: Customer Interaction, Professional Email Writing, Query Handling

Support Tools: CRM Systems, Jira, ServiceNow

API Troubleshooting: Postman (GET/POST), Response Validation, Error Debugging

Data Checks: SQL (Basic Queries, Joins, Filters), Redash/Starburst Data Validation

Excel/Sheets: VLOOKUP/XLOOKUP, Pivot Tables, Filters, MIS Reporting

Team Coordination: Cross–functional Collaboration with Product, Business, L1 Support

Key Strength

Strong mix of technical and business operations expertise.
Ability to work across operations, product, and growth teams.
Skilled at turning raw data into actionable insights.

Timeline