GAGAN N
Bengaluru
Summary
Analytical and customer-focused professional with a strong background in banking operations and data-driven problem-solving. Proven track record at HSBC & First American India in enhancing service delivery through technical proficiency meticulous process improvements. Adept at leveraging contact centre metrics to optimise workflows and drive operational excellence.
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
9
9
years of professional experience
Work History
CCSS Associate, Global Shared Services
HSBC Electronic Data Processing India Private Limited
04.2024 - Current
- Deliver high-tier support for banking clients, ensuring timely resolution of complex financial inquiries.
- Utilise Python and data insights to identify bottlenecks in service delivery and implement process enhancements.
- Monitor customer feedback loops to improve the 'voice of the customer' (VoC) within operational workflows.
- Led the academy team as STA Role - Academy Coach, mentorship and coaching for new to bank staffs
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Senior Process Associate
First American (India) Pvt Ltd
04.2021 - 02.2022
- Led process improvement initiatives within document management, ensuring 100% accuracy in high-volume environments.
- Analysed operational data to identify trends and provided actionable recommendations to senior leadership.
- Mentored a team of junior advisors, fostering a culture of precision and customer-centricity.
Esports Associate
Clan Gaming
02.2017 - 01.2021
- Managed community engagement and brand development, building high-retention digital communities.
- Oversaw partnership initiatives and sponsorship logistics, streamlining communication between stakeholders.
- Built relationships with customers by providing friendly customer service.
Education
Bachelor of Computer Application -
ASC Degree College
Skills
- Python Programming
- MS Office Suite
- ChatGPT & Ai Tools
- Networking & Troubleshooting
- Customer Due Diligence
- Fraud Prevention
- CRM Management
- Strategic Communication
- Project Management
- Attention to detail
- Effective communication
- Work Planning and Prioritization
- Adaptability and Flexibility
- Client Relationship Management
Awards
- Customer Champion - Golden Circle Awards Q4 2025, HSBC
- NPS Customer Champion - Monthly & Weekly Recognition, HSBC
- ‘Go-Getter Award’ - Certificate of Recognition, First American (India)
Personal Information
- Date of Birth: 21/01/1997
- Nationality : Indian
Hobbies & Interests
- Cycling
- Trekking
- Swimming
- Magic & Illusions
Languages
English
First Language
Timeline
CCSS Associate, Global Shared Services
HSBC Electronic Data Processing India Private Limited
04.2024 - Current
Senior Process Associate
First American (India) Pvt Ltd
04.2021 - 02.2022
Esports Associate
Clan Gaming
02.2017 - 01.2021
Bachelor of Computer Application -
ASC Degree College