KEERTHANA Y
Bengaluru
Summary
Customer-focused banking support and 3 years of experience in chat-based customer support for banking software and online banking services. Proven ability to handle high complaint volumes, perform effective troubleshooting, and achieve strong same-day resolution rates using CRM tools. Seeking an operations or support role in a growth-oriented organization.
Overview
3
3
years of professional experience
Work History
Chat Support Executive
Canbank Computer Services Limited
Bengaluru
05.2022 - 05.2025
- Handled an average of 150+ customer complaints per day related to banking software and online banking services.
- Successfully resolved 100+ cases per day (65-70% resolution rate) within the same working day through effective troubleshooting and customer communication.
- Performed first-level troubleshooting for application, login, transaction, and service-related issues, ensuring timely and accurate resolutions.
- Managed customer interactions using CRM tools, ensuring proper documentation, follow-ups, and closure of tickets.
- Coordinated with internal and cross-functional teams to escalate and resolve complex or high-priority issues efficiently.
- Identified recurring issues, shared insights with the team, and contributed to process improvements, helping reduce repeat complaints and Improve service quality.
Education
B.Com - Finance & Accountancy
Mariyappa First Grade College
Bengaluru01-2020
Skills
- Customer Support & Complaint Handling
- Banking Software Support
- Troubleshooting
- CRM & Ticketing Tools
- MS Word
- Excel
- Outlook
- Process Improvement
- Help desk experience
Languages
- Kannada, Native
- English
- Hindi (Basic)
Timeline
Chat Support Executive
Canbank Computer Services Limited
05.2022 - 05.2025
B.Com - Finance & Accountancy
Mariyappa First Grade College