Mary Ovia John
Bengaluru
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
slice
Banglore
05.2024 - 07.2025
- Handled high-volume customer chats in a fast-paced FinTech banking environment, specializing in transaction and repayment inquiries.
- Resolved payment failures, duplicate transactions, and incorrect charges with accuracy and empathy, ensuring minimal customer disruption.
- Guided customers through loan repayment processes, EMI schedules, and penalty clarifications, improving first-contact resolution rates.
- Collaborated with internal risk and payment operations teams to escalate and resolve complex transactional discrepancies.
- Maintained detailed records of interactions and resolutions, supporting compliance and quality assurance protocols.
- Consistently met or exceeded KPIs for response time, customer satisfaction (CSAT), and issue resolution metrics.
- Provided personalized assistance on digital repayment platforms, boosting adoption and reducing support calls.
- Trained new support agents on best practices for handling sensitive financial conversations over chat.
Executive L1G2 (AT&T Process)
[24]7.ai
Bengaluru
09.2021 - 01.2023
- Assist customers and provide necessary information to resolve their problems.
- Handle multiple chats at the same time.
- Collect prompt and accurate feedback from customers.
- Document knowledge in the form of solution articles.
- Master use of helpdesk software and applications.
Executive in Operations (EFL Process)
StarTek
Bengaluru
06.2019 - 06.2020
- Troubleshoot the problems faced by customers.
- Helping customers choose the right product for their requirements and budget.
- Handling customer concerns and complaints in a timely manner.
Education
Higher secondary -
St. Mary's Higher Secondary School
Thiruvananthapuram03.2013
Matriculation -
St. Roches convent HS
Thiruvananthapuram03.2010
Skills
- Technical & Domain Skills:
- Digital Banking Support
- Transaction Monitoring & Issue Resolution
- Loan Repayment Assistance
- UPI, IMPS, NEFT Support
- CRM & Ticketing Tools (eg, Freshdesk)
- Payment Gateway Knowledge (eg, Razorpay)
- KYC & Compliance Awareness
- Chat-based Customer Service
- EMI & Loan Product Understanding
- Soft Skills:
- Problem Solving
- Empathy in Customer Communication
- Attention to Detail
Hobbies and Interests
- Dancing – Expresses creativity and confidence in public settings
- Listening to music – Helps with focus and stress management
- Traveling – Open to new experiences and cultures, adaptable
- Cooking – Patience, attention to detail, and creativity
Languages
English – Fluent
Malayalam – Native
Tamil – Conversational
Kannada – Basic understanding
Timeline
Customer Service Representative
slice
05.2024 - 07.2025
Executive L1G2 (AT&T Process)
[24]7.ai
09.2021 - 01.2023
Executive in Operations (EFL Process)
StarTek
06.2019 - 06.2020
Higher secondary -
St. Mary's Higher Secondary School
Matriculation -
St. Roches convent HS