Kunjal Lalaiya

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Customer Support Executive with 3+ years of experience in handling client queries, technical assistance, and team coordination within an FSM software company. Promoted for strong performance and leadership, with additional skills in data research and AI-based task management.

Worked as a Back Office Executive in a chartered accountant firm from 2019 to 2022, handling GST returns, ITR filings, IEC registration, PAN card, and UDYAM AADHAR processes through official government portals. Managed client data, maintained accurate records, and ensured timely compliance with regulatory requirements.

• Greeted customer at front desk and engaged in pleasant conversations while managing check-in process.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Completed data entry and filing to keep records updated for easy retrieval.
• Collected deposits, fees, and payments.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.