Gautam Bansal
Backend Developer | FinTech Enthusiast | Banking Domain Experience
Mohali
Summary
Detail-oriented Fintech Customer Operations Professional with 4 years in banking and BPO sectors. Specializes in transaction processing, payment support, and customer experience enhancement. Resolves payment and account issues efficiently while ensuring compliance and security. Analyzes customer challenges and implements effective solutions through various communication channels.
Overview
5
5
years of professional experience
Work History
Teammate
TaskUs
Mohali
10.2024 - Current
- Delivering customer support via live chat, email, and voice for international clients
- Resolved complex customer issues regarding accounts, payments, and technical concerns to enhance client satisfaction
- Investigated transaction failures, payment delays, and account discrepancies to ensure accurate and timely resolutions
- Collaborated with internal teams to resolve customer escalations effectively.
- Performing root cause analysis to prevent recurring issues
- Ensuring data accuracy and confidentiality of sensitive information
- Consistently achieving high customer satisfaction scores
Executive Assistant
Alorica Pvt Ltd
Mohali
02.2023 - 10.2024
- Facilitated timely payment by liaising with lenders and supplying necessary documents
- Collaborated with external stakeholders (e.g., lenders/partners) to streamline payment processing
- Verified and cross-checked payment details and transaction records to ensure accuracy
- Cross-checked payments and updated related documents for accuracy.
- Delivered chat-based support to international customers, enhancing their experience and addressing inquiries
- Resolved technical and account-related queries with quick turnaround time
- Investigated issues and identified root causes for faster resolution
- Improved response time and customer satisfaction through effective communication
Customer Service Representative
Teleperformance
Mohali
09.2022 - 01.2023
- Resolved customer queries via voice and email for technical issues, enhancing customer satisfaction
- Diagnosed problems and guided customers step-by-step toward resolution
- Managed escalations to ensure timely closure, improving overall service efficiency
- Delivered high-quality support under strict AHT timelines.
- Tracked KPI targets to maintain alignment with organizational goals.
Sales Executive
Axis Bank
04.2021 - 03.2022
- Promoted banking products to customers during in-person consultations.
- Sold banking products to customers, enhancing product awareness and customer satisfaction.
- Built strong customer relationships through empathetic communication
- Worked with customer financial data and banking systems, ensuring data integrity and confidentiality
- Supported KYC and compliance processes, adhering to internal and regulatory guidelines
- Streamlined workflows, reducing processing time and improving overall operational efficiency.
- Collaborated with teams to resolve payment failures and transaction discrepancies, ensuring timely customer service.
- Utilized Excel (advanced) for reporting, data tracking, and performance analysis
Education
MBA - Marketing Management and Research
Chandigarh University
Kharar01-2023
Master of Computer Applications -
Lala Lajpat Rai Group of Engineering & Technology
Moga01-2020
Bachelor of Computer Applications -
L.R.D.A.V College
Chandigarh01-2018
Skills
- Customer Experience Management
- Live Chat, Email & Voice Support
- Complaint resolution
- Order resolution
- Payment support
- Transaction Processing
- Transaction monitoring
- CRM Tools & Ticket Management Systems
- Issue Investigation & Resolution
- Root cause analysis
- Regulatory Awareness
- Data reporting
- Basic Data Management
- Detail orientation
- Time management
- Effective communication
- Simplifying complex issues
- Calm under pressure
- MS office
- MS office
Languages
English
Advanced (C1)
C1
Timeline
Teammate
TaskUs
10.2024 - Current
Executive Assistant
Alorica Pvt Ltd
02.2023 - 10.2024
Customer Service Representative
Teleperformance
09.2022 - 01.2023
Sales Executive
Axis Bank
04.2021 - 03.2022
MBA - Marketing Management and Research
Chandigarh University
Master of Computer Applications -
Lala Lajpat Rai Group of Engineering & Technology
Bachelor of Computer Applications -
L.R.D.A.V College