Lokendra Phulwari
Ajmer
Summary
Dedicated and detail-oriented Customer Support Executive with over 5 years of experience delivering exceptional support across global markets and multiple time zones. Skilled in handling SaaS platforms, root cause analysis (RCA), documentation control, and gate pass logistics. Proficient in MS Excel and the full MS Office Suite, with a strong background in compliance and process support. Adept at cross-functional collaboration, streamlining workflows, and ensuring seamless day-to-day operations. Recognized for strong problem-solving skills, clear communication, and a customer-first approach that drives satisfaction and retention.
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Revolut Technologies India Private Limited
05.2025 - Current
- Delivered best-in-class customer experience by handling queries via chat and email, ensuring prompt and accurate responses.
- Assisted with login issues, pass-code resets, account off-boarding, and user verification while maintaining compliance standards.
- Managed KYC portals to verify customer identities and ensure regulatory compliance.
- Troubleshot technical and account-related issues, identified root causes, and provided effective solutions or escalated when required.
- Identified patterns in customer issues, providing actionable insights to product, operations, and tech teams.
- Acted as a Buddy Trainer, on-boarding and mentoring new joiners, training them on SLAs, tools, and process knowledge.
- Contributed to knowledge-sharing by creating documentation and supporting internal training initiatives.
- Achieving 90% of the KPIs like AHT, Quality Score, CRPH and OTA.
Customer Support Specialist
TryO Recruits
01.2020 - 05.2025
- At TryO Recruits, worked with Acme Payroll & Compliance Solutions process, handled customer issues including software/hardware customization and product troubleshooting, while also managing payroll/tax compliance functions such as manually creating original and amended tax returns.
- Conducted thorough tax reconciliations to ensure payroll payments and filings matched what was reported, identifying and correcting discrepancies.
- Provided accurate product knowledge and technical guidance for quick, reliable resolutions; likewise, communicated complex payroll/tax filing requirements and statuses to clients and internal stakeholders.
- Ensured all correspondence—customer-facing or agency-facing—was documented properly, maintaining compliance with internal reporting standards.
- Supported clients across multiple time zones, delivering smooth service experiences; at the same time managed filings for different governmental jurisdictions with differing deadlines.
- Handled 20-30 active support conversations simultaneously while maintaining high service quality and adhering to SLAs; similarly managed multiple payroll/tax returns, amendments, reconciliations in parallel, meeting tight deadlines.
- Owned follow-ups and ensured tickets and compliance issues were resolved in a timely manner, driving customer satisfaction and maintaining good standing with regulatory/agency deadlines.
Education
Bachelor of Business Administration -
Bhagwant University
11.2020
Intermediate - undefined
Central Board Of Secondary Education | Kendra Vidhyalaya 1
05.2017
Secondary - undefined
Central Board Of Secondary Education | Kendra Vidhyalaya 1
09.2015
Skills
- Customer Relationship Management (CRM)
- SaaS Support and Troubleshooting
- Inbound and Outbound support
- Service Level Agreement (SLA) Compliance
- Time zone and Global customer handling
- Cross Functional collaboration
- Communication & Leadership
- MS Word, PowerPoint, Outlook
- Ticketing Systems (Zendesk, Salesforce and Atlassian)
Certification
- Using AI for Customer Service Managers - LinkedIn Learning
- Course on Computer Concepts
- RSCIT-Rajasthan
- Excel for Beginners – Great Learning (June 2023)
- Introduction to Microsoft Excel
- AUX Trainer (Buddy Trainer) in Revolut Technologies India Pvt Ltd
LANGUAGES
English (Native)
Hindi (Native)
Timeline
Revolut Technologies India Private Limited
05.2025 - Current
Customer Support Specialist
TryO Recruits
01.2020 - 05.2025
Intermediate - undefined
Central Board Of Secondary Education | Kendra Vidhyalaya 1
Secondary - undefined
Central Board Of Secondary Education | Kendra Vidhyalaya 1
Bachelor of Business Administration -
Bhagwant University
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