JUHI DIPESHBHAI SHANKHALPARA
Senior Customer Service Executive (Acting Team Lead)
Ahmedabad
Summary
Proactive and highly motivated customer service professional with over 2.5 years of experience in customer support across fintech and utility domains. Currently serving as a Senior Customer Service Executive at Chinmay Finlease Limited, a fast-growing NBFC offering unsecured personal loans through a digital platform. Unofficially managing and mentoring a team of 10 executives, demonstrating leadership, process adherence, quality assurance, and escalations handling. Proven expertise in live chat, ticket handling, and multi-channel support, with a keen interest in team leadership and operational excellence.
Overview
4
4
years of professional experience
2022
2022
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Senior Customer Service Executive
Chinmay Finlease Limited
02.2023 - Current
- - Serving as the first point of contact for customers through chat, email, and in-app support related to unsecured personal loan products.
- - Unofficially supervising a team of 10 customer service executives, guiding them on process flow, quality, tone, and SLA adherence.
- - Taking ownership of escalated queries and coordinating cross-functionally with Credit, Tech, and Collections teams for resolution.
- - Collaborating with QA and Compliance teams to ensure process gaps are identified and corrected.
- - Preparing weekly MIS reports on customer query trends, resolution timelines, and team performance.
- - Contributing to SOP improvements and conducting periodic training for team members on updated processes and RBI-compliance norms.
Chat Support Executive
Lenditt Fintech Pvt. Ltd
09.2022 - 01.2023
- - Handled real-time chat and email-based customer support for a fintech lending platform.
- - Assisted users with loan application statuses, EMI queries, and KYC verification issues.
- - Maintained high CSAT and compliance with response SLAs.
Email Desk Executive
Ascendum KPS Pvt. Ltd
02.2021 - 01.2022
- - Responded to service-related email queries from Adani Total Gas consumers.
- - Coordinated with backend teams to resolve service interruptions and billing issues.
- - Maintained systematic documentation of tickets and response logs.
Education
Master of Commerce (M.Com) -
S.N.C.C.C.
Bachelor of Commerce (B.Com) - undefined
S.N.C.C.C.
HSC (Class 12) - undefined
St. Mary's School
SSC (Class 10) - undefined
St. Mary's School
Skills
- Team leadership
- Effective communication in digital support channels
- Performance metrics tracking
- Escalation management
- Customer experience improvement
- Quality control expertise
- Gap analysis and improvement
Certification
Customer Support Process Training – Chinmay Finlease
Interests
Internet Browsing, Music, Drawing, Cooking, Dancing
Timeline
Senior Customer Service Executive
Chinmay Finlease Limited
02.2023 - Current
Chat Support Executive
Lenditt Fintech Pvt. Ltd
09.2022 - 01.2023
Email Desk Executive
Ascendum KPS Pvt. Ltd
02.2021 - 01.2022
Bachelor of Commerce (B.Com) - undefined
S.N.C.C.C.
HSC (Class 12) - undefined
St. Mary's School
SSC (Class 10) - undefined
St. Mary's School
Master of Commerce (M.Com) -
S.N.C.C.C.
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