Pavan Kumar Lalam
Visakhapatnam
Summary
- Over 5 years of experience in delivering exceptional customer support across diverse industries. Proficient in managing high-volume inquiries through multiple channels, including phone, email, and chat. Expertise in resolving complex issues with professionalism and efficiency, leading to improved customer satisfaction and retention. Experienced in utilizing CRM tools to track support tickets and enhance service quality, consistently achieving key performance metrics.
Overview
5
5
years of professional experience
Work History
Operations Executive
Concentrix Daksh Services Pvt Ltd
Visakhapatnam
02.2024 - 02.2025
- Provided exceptional support to AXIS Bank clients via email, phone, and chat, addressing inquiries related to banking products, services, transactions, and account management.
- Handled a diverse range of client concerns, from technical issues and account discrepancies to fraud alerts and policy inquiries, ensuring prompt and effective resolutions.
- Managed client expectations while adhering to banking regulations and compliance standards, guaranteeing accurate information delivery, and data protection.
- Supported corporate and retail clients with account-related services, including updates to personal details, card services, loan assistance, and banking app support.
- Processed high-priority service requests, such as fund transfers, debit/credit card activations, and account blocking/unblocking, ensuring timely action.
- Collaborated with cross-functional teams (e.g., risk, operations, technical support) to resolve complex client issues, and escalated when necessary to ensure client satisfaction.
- Acted as a trusted advisor to clients, providing guidance on product features, banking solutions, and tailored financial services based on their needs.
- Achieved high customer satisfaction scores (CSAT) and consistently met key performance indicators (KPIs), such as Average Handling Time (AHT) and First Contact Resolution (FCR).
- Contributed to continuous process improvement initiatives by offering feedback on customer interactions, identifying service gaps, and suggesting potential improvements.
- Trained and mentored new team members on best practices for client communication, complaint resolution, and using internal support tools.
- Maintained a strong working knowledge of AXIS Bank products, services, and policies to provide clients with accurate, up-to-date information.
Senior Customer Service Representative
Groupon Shared Services
Bangalore
03.2023 - 02.2024
- Delivered advanced customer support across multiple channels (email, chat, phone), resolving escalated issues related to deals, refunds, merchant services, and user accounts.
- Acted as a point of escalation for complex customer inquiries and complaints, ensuring prompt and satisfactory resolution while maintaining brand tone and empathy.
- Mentored and supported junior support agents by providing guidance on best practices, product knowledge, and effective communication strategies.
- Collaborated with cross-functional teams, including Quality Assurance, Product, and Engineering, to identify and resolve recurring issues affecting customer experience.
- Monitored ticket queues and ensured service levels were met in alignment with SLAs, and team performance metrics.
- Utilized internal CRM and support tools (e.g., Zendesk, Salesforce, and internal knowledge bases) to manage customer interactions efficiently and document case histories.
- Consistently achieved high performance in key metrics, such as CSAT and AHT (Average Handling Time).
- Participated in process improvement initiatives by identifying gaps in customer service workflows, and proposing actionable solutions.
- Handled VIP customer cases and time-sensitive support tickets with discretion, professionalism, and a focus on resolution quality.
- Conducted peer reviews and feedback sessions to help maintain a consistent and high-quality customer support standard.
Customer Service Representative
Concentrix Daksh Services Pvt Ltd
Visakhapatnam
01.2020 - 03.2023
- Handled complex customer grievances received through email, chat, and voice calls, ensuring timely resolution in compliance with banking regulations and internal SLAs.
- Acted as a single point of contact for escalated issues, working closely with internal departments (operations, risk, legal, etc.). To ensure fair and accurate redressal.
- Drafted and responded to formal grievance communications, ensuring that the tone and content met regulatory and compliance standards.
- Maintained detailed logs of complaints, actions taken, and outcomes in CRM and internal tracking systems to ensure audit readiness and accountability.
- Ensured 100% adherence to RBI guidelines and AXIS Bank’s internal grievance redressal policy.
- Provided empathetic and professional support to customers in high-stress situations, successfully de-escalating concerns, and maintaining customer trust.
- Consistently achieved KPIs related to TAT (Turnaround Time), FCR (First Contact Resolution), and CSAT (Customer Satisfaction Score).
- Collaborated with senior management and compliance teams to highlight recurring issues, and contributed to systemic improvements.
- Trained junior staff and new hires on handling regulatory complaints, and crafting appropriate responses to sensitive customer concerns.
- Recognized for excellence in service quality and dedication to customer-centric complaint resolution.
Education
Bachelor of Science - Computer Science
ISBM UNIVERSITY
Chattisagarh04-2023
High School Diploma -
Sri Gayatri Educational Institutions
Visakhapatnam03-2016
Skills
- Client relationship management
- Regulatory compliance
- Process improvement
- Customer service
- CRM software
- Training and mentoring
- Operations oversight
- Escalation management
- Client communication
Accomplishments
- Rockstar award
- Awarded 'Employee of the Month' recognition three times for consistently delivering exceptional service and resolving customer complaints efficiently
- VIP client success: managed high-value clients and achieved a client retention rate of 95%+ by providing tailored solutions and proactive support
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Affiliations
- Professional cricket
- Travelling
- Photography
Timeline
Operations Executive
Concentrix Daksh Services Pvt Ltd
02.2024 - 02.2025
Senior Customer Service Representative
Groupon Shared Services
03.2023 - 02.2024
Customer Service Representative
Concentrix Daksh Services Pvt Ltd
01.2020 - 03.2023
Bachelor of Science - Computer Science
ISBM UNIVERSITY
High School Diploma -
Sri Gayatri Educational Institutions
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