Pavan Gupta
Hyderabad
Summary
Dynamic Customer Support Executive with IDFC First Bank, adept at enhancing customer experiences through effective communication and strategic marketing initiatives. Proven track record in managing service requests and utilizing CRM tools to exceed sales goals. Strong analytical skills and a commitment to team collaboration drive success in fast-paced environments.
Overview
1
1
Certification
Work History
Customer Support Executive
IDFC First Bank PVT. LTD
- Worked in a specialized support team, managing customer inquiries related to retail liabilities (FASTag) through email support.
- Effectively handled escalations, provided optimal support within the turnaround time, and conducted follow-ups as needed.
- Internally moved into the follow-up team, efficiently handling service requests raised by the customer care team.
- Managing overall MIS and data on a regular basis to maintain a healthy flow of the process.
- Managed customer accounts using CRM software tools.
- Surpassed sales goals through implementation of successful marketing strategies.
- Developed strategies to improve customer service experience.
Education
B.com - Computer Applications
Avinash Degree College
Hyderabad06-2023
Intermediate - MEC
St. Mary Junior College
Hyderabad06-2020
SSC -
Slate The School
Hyderabad06-2018
Skills
- Communication skills
- Active listening
- Time management
- Team collaboration
- Multitasking
- Front-end supervision
- Data reconciliation reporting
- Adaptability and flexibility
- Rapport building
- Analytical skills
- Multitasking Abilities
- Customer inquiry management (CIM)
- Service request handling
- Marketing strategy
Addresses
22-6-14, Gulzar Houz Charminar Kali Kaman, Hyderabad, Telangana, 500002
Personal Information
- Date of birth: 09/09/02
- Gender: Male
- Marital status: single
Hobbies and Interests
Volunteering:
- Volunteer at a local animal shelter
- Organize community fundraising events
- Why it’s great: shows empathy, leadership, and social responsibility
Team sports (e.g., cricket, basketball)
- Play competitive cricket in a local league
- Why it’s great: shows teamwork, discipline, and resilience
Declarations
I thus attest that, to the best of my knowledge, the material on this résumé is truthful and accurate
Affiliations
- Participated in the social awareness program organized by the college
- Frequent participant in all corporate social responsibility activities conducted
- Participated in the Tally ERP 9 and Tally Prime drive to enhance skills
- Socially active and connected with NGOs and organizations working as social helpers that provide social assistance.
Accomplishments
Identified a recurring customer complaint pattern and collaborated with the technical team to develop a new FAQ resource, reducing similar queries by 30%
Resolved 95% of customer escalations without the need for managerial intervention
- Process improvement
- Resolved escalations effectively
- examined MIS data containing more than 35,000 records to ensure that the work was completed by the relevant team within the allotted time
Certification
- Tally Prime and ERP
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Telugu
Beginner (A1)
A1
Timeline
Customer Support Executive
IDFC First Bank PVT. LTD
B.com - Computer Applications
Avinash Degree College
Intermediate - MEC
St. Mary Junior College
SSC -
Slate The School
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