Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Hiral Patel

Bangalore

Summary

Experienced professional in financial services, adept in EMI lending, strategic planning, regulatory compliance, and product management. Skilled in customer-centric solutions like chatbots and FAQs. Collaborative leader focused on achieving portfolio goals and effective issue resolution.

Overview

7
7
years of professional experience
1
1
Certification

Work History

ASSISTANT MANAGER, PROGRAM MANAGEMENT - LENDING

PAYTM
05.2023 - 03.2024
  • Led EMI lending success through strategic planning and compliance.
  • Spearheaded product management, enhancing products and SOPs.
  • Developed chatbots and FAQs for improved customer support.
  • Implemented collaborative plans to achieve lending goals and ensure operational efficiency.

TEAM LEAD, CUSTOMER SUPPORT

SLICE, FINTECH
BANGALORE
09.2021 - 04.2023
  • Managed social media, legal, and cybercrime queries for a team of 13.
  • Provided leadership, guidance, and support for customer service representatives, enhancing technical skills for efficient operations and process improvements.

SENIOR CUSTOMER SUPPORT EXECUTIVE

FLIPKART
BANGALORE
08.2017 - 03.2020
  • Managed Email, Chat, and Quality checking processes efficiently.
  • Consistently achieved high performance in resolving inquiries, meeting benchmarks, and earning top customer service ratings.

TECHNICAL CONSULTANT

CMS IT SERVICES
BANGALORE
10.2016 - 05.2017
  • Provided end-to-end support for multiple clients in the Semi-Voice Process using Sapphire tool.

Education

B.TECH -

GUJARAT TECHNOLOGICAL UNIVERSITY
05.2013

Skills

  • Lending
  • Consumer Loan
  • Personal Loan
  • Product Management and Development
  • Chatbot Development
  • Strategic Planning and Execution
  • Cross-Functional Collaboration
  • Customer Engagement and Feedback
  • Regulatory Compliance
  • Leadership Skills
  • Training Skills
  • Problem-Solving Skills
  • Customer Service and Assistance
  • Communication
  • Performance Metrics
  • Call Monitoring
  • Key Performance Indicators
  • Presentations
  • Process Excellence
  • Team Management
  • Understanding Customer Needs
  • Performance Monitoring and Reporting
  • MS Excel
  • Zendesk Explore
  • Freshdesk Analytics
  • JIRA

Certification

Fundamentals of Leadership, Slice

Timeline

ASSISTANT MANAGER, PROGRAM MANAGEMENT - LENDING

PAYTM
05.2023 - 03.2024

TEAM LEAD, CUSTOMER SUPPORT

SLICE, FINTECH
09.2021 - 04.2023

SENIOR CUSTOMER SUPPORT EXECUTIVE

FLIPKART
08.2017 - 03.2020

TECHNICAL CONSULTANT

CMS IT SERVICES
10.2016 - 05.2017

B.TECH -

GUJARAT TECHNOLOGICAL UNIVERSITY

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Hiral Patel