Pavan Kashyap B. S
Bengaluru
Summary
Proactive Customer Care Analyst with 2+ years of experience across Financial Services, Insurance (BFSI), and FinTech domains. Strong communication and problem-solving skills, with expertise in KYC verification, fraud prevention, claims management, customer operations, and client support. Proven track record of achieving 100% SLA adherence in both semi-voice and non-voice processes. Recognized for driving process improvements, collaborating effectively with stakeholders, and supporting team training initiatives. Seeking an opportunity to leverage my skills and contribute as a valuable asset to a growth-focused organization.
Overview
3
3
years of professional experience
Work History
Customer Care Analyst
Bread Financial
07.2025 - Current
- Enhanced operations for Bread Pay, a fintech platform supporting over 170 partnered merchants.
- Managed 10 to 15 inbound calls and 15 to 20 email queries daily, ensuring 100% SLA compliance.
- Facilitated ACH and debit card payment processing, prioritizing security and regulatory adherence.
- Executed KYC verification processes to confirm customer details prior to account servicing.
- Conducted thorough fraud reviews, identifying suspicious activities and protecting customer accounts.
- Leveraged Salesforce and other platforms to optimize workflows and maintain data integrity.
- Teamed with fraud prevention units to reduce financial exposure and build customer confidence.
- Acknowledged by management for consistent delivery of precise, compliant customer service.
Associate
AllState Insurance
05.2023 - 06.2025
- Processed over 65 insurance claims each month by resolving Third-Party Claims and managing E-Hub procedures.
- Conducted end-to-end KYC checks before processing customer applications, ensuring accuracy, compliance, and fraud prevention.
- Verified customer legitimacy through structured fraud checks, safeguarding sensitive information and reducing risk of fraudulent actions.
- Worked collaboratively with upstream, downstream, and voice teams to ensure timely claim resolutions.
- Achieved 100% accuracy through rigorous quality audits in compliance with SLAs.
- Supported training initiatives by addressing team questions and conducting Root Cause Analysis sessions.
- Monitored internal quality by auditing claims and providing actionable feedback for improvement.
- Honored with Rewards & Recognition for exemplary performance over three consecutive quarters.
- Acknowledged by senior management for consistently surpassing performance targets on a monthly and yearly basis.
Education
MBA - Finance & Management
Jain University
banglore01.2025
B.Com - Commerce
Bangalore University
banglore01.2022
Skills
- Customer service and support
- Loan and credit solutions
- Payment processing
- KYC verification
- Fraud detection and prevention
- Regulatory compliance
- Subrogation management
- Arbitration assistance
- Quality auditing
- Salesforce proficiency
- Telesign integration
- USPS verification
- Guru knowledge base
- Pantry CRM usage
- Slack communication
- Next Gen technologies
- ISO standards adherence
- Lexis Nexis research
- E-Hub platform navigation
- Copart operations
- Problem solving skills
- Process improvement strategies
- Stakeholder collaboration techniques
- Training and mentorship programs
- SLA management practices
Achievements And Recognition
- Recognized for excellence in customer care, fraud prevention, and SLA adherence in both FinTech and Insurance sectors.
- Received multiple Rewards & Recognition awards for process accuracy and high performance at AllState.
- Trusted by management to lead quality audits, RCA sessions, and team training early in career.
Timeline
Customer Care Analyst
Bread Financial
07.2025 - Current
Associate
AllState Insurance
05.2023 - 06.2025
MBA - Finance & Management
Jain University
B.Com - Commerce
Bangalore University