Summary
Overview
Work History
Education
Skills
Personal Information
Skills
Timeline
Generic

H Mark Lenzi

Bengaluru

Summary

Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

9
9
years of professional experience

Work History

Email Support Executive

Jupiter Money
10.2022 - 04.2024
  • Delivered prompt, accurate, and empathetic email support for a wide range of customer issues, maintaining high satisfaction levels.
  • Guided users through account setup, login issues, password resets, and app-related technical challenges to ensure a seamless experience.
  • Acquired deep product knowledge to effectively communicate benefits and troubleshoot transactional queries.
  • Collaborated with internal teams to resolve complex customer complaints, reducing resolution time and boosting service quality.
  • Utilized Freshdesk to manage and track customer support tickets, ensuring timely follow-ups and issue resolutions.
  • Maintained detailed records of customer interactions, identifying recurring issues and contributing to service optimization strategies.

Everyday Banking Officer

HSBC Electronic Data Processing India Private Limited
04.2021 - 05.2022
  • Monitored high-value transactions for potential fraud, ensuring immediate action and customer protection.
  • Participated in updating procedures and process documentation to enhance compliance and operational consistency.
  • Trained and supported new hires, improving onboarding efficiency and strengthening overall team performance.

Customer Support Representative

HSBC Electronic Data Processing India Private Limited
02.2018 - 04.2021
  • Handled customer queries and complaints with a focus on first-contact resolution and professionalism.
  • Stayed current with product and policy updates, enabling clear communication with potential and existing customers.
  • Consistently met performance targets while ensuring high-quality interactions aligned with service level agreements.

Customer Support Executive

ZTE Telecom India Private Limited
05.2015 - 06.2017
  • Owned customer issues from first contact to resolution, improving customer loyalty and satisfaction.
  • Proposed and implemented chat support enhancements that improved response time and team productivity.
  • Analyzed complaint trends to identify recurring issues, recommending changes that supported continuous service improvement.

Education

B.COM -

Sangai International University
Manipur
06.2018

P.U.C -

Baldwin Methodist College
Bangalore
07.2011

ICSE -

Baldwin Boys High School
Bangalore
06.2009

Skills

  • Complaint Resolution & Escalation Management
  • Calls, Email and Chat Support
  • Cross-Functional Collaboration
  • Product Knowledge & Customer Education
  • Fraud Monitoring & Risk Mitigation
  • Training & Process Improvement
  • CRM Tools (Freshdesk, Zendesk etc)
  • Data Driven Analysis for Service Enhancements

Personal Information

Skills

Outstanding Communication: Proficient in effectively communicating with customers via phone, email, and online chat, ensuring clarity and resolving concerns promptly.

Timeline

Email Support Executive

Jupiter Money
10.2022 - 04.2024

Everyday Banking Officer

HSBC Electronic Data Processing India Private Limited
04.2021 - 05.2022

Customer Support Representative

HSBC Electronic Data Processing India Private Limited
02.2018 - 04.2021

Customer Support Executive

ZTE Telecom India Private Limited
05.2015 - 06.2017

B.COM -

Sangai International University

P.U.C -

Baldwin Methodist College

ICSE -

Baldwin Boys High School

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H Mark Lenzi