Pooja Deshmanya
Customer Support Executive
Bangalore
Summary
Highly motivated professional with an MBA in Finance, demonstrating expert-level proficiency in team management, candidate training, and performance monitoring. Possesses strong project management, quality assurance, and customer relationship management skills. Excels in effective communication, collaboration, and process improvement, ideal for a Customer Support Executive role. Fluent in English and Hindi, poised to drive customer satisfaction and operational excellence.
Overview
2
2
Languages
21
21
years of professional experience
Work History
Customer Support Executive (AI + Human Support) / Telecalling Executive
SYROW
09.2025 - Current
- Delivered AI-assisted and human-led customer support across voice, chat, and telecalling channels, ensuring efficient and seamless customer experiences.
- Managed customer interactions for 18+ client accounts, ensuring high-quality service and adherence to client-specific processes.
- Resolved customer queries with 100% accuracy while meeting defined turnaround times (TAT) and service level agreements (SLAs).
- Maintained a high level of customer satisfaction by providing prompt, professional, and empathetic support.
- Handled inbound and outbound customer calls, addressing inquiries, complaints, and service requests efficiently.
- Worked closely with AI-powered support tools to improve response quality, increase productivity, and reduce resolution time.
- Accurately documented customer interactions, resolutions, and follow-up actions in CRM systems.
- Collaborated with internal teams to resolve complex customer issues and ensure timely case closure.
- Consistently met and exceeded key performance indicators (KPIs), including response time, quality, productivity, and customer satisfaction scores.
- Demonstrated excellent communication, active listening, problem-solving and conflict-resolution skills in a fast-paced call center environment.
- Adapted quickly to changing, target-driven environment while maintaining professionalism and service excellence.
Assistant Supervisor
Forever Living Products Network Marketing
Bangalore
02.2025 - 08.2025
- Conducting regular team meetings with team members to discuss progress towards goals.
- Coordinated daily activities and supervised staff to ensure efficiency.
- Trained new staff members on company policies, procedures and work expectations.
- Maintained records of employee attendance and performance reviews.
- Assisted in the development of operational policies, procedures and standards.
- Created training materials for new hires on company policies and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Organized schedules, workflows, and shift coverage to meet expected business demands.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Trained new Recruiters on company policies, job duties, and performance expectations.
SENIOR CONSULTANT
SK Correspondence Education Consultancy
Bangalore
05.2024 - 02.2025
- Educational Needs Assessment: Identify and evaluate the academic and institutional needs of students and faculty to enhance educational outcomes.
- Stakeholder Coordination: Collaborate with management, faculty, students, parents, and external stakeholders to ensure effective institutional functioning.
- Academic Policy and Administration: Advise on and support the development and implementation of academic policies, procedures, and best practices.
- Special Education Support: Promote inclusive education by supporting initiatives that address diverse learning needs.
- Admissions Coordination: Oversee and facilitate college admission processes, ensuring smooth communication and efficient enrollment procedures.
- Educational Program Development: Plan, develop, and implement academic programs and initiatives aligned with institutional objectives.
- Regulatory Compliance: Ensure adherence to applicable educational regulations, accreditation requirements, and institutional standards.
- Mentoring and Academic Support: Provide guidance and mentorship to students and faculty while fostering a positive and supportive academic environment.
- Career Guidance and Mapping: Facilitate career planning initiatives, student mentoring, and professional development opportunities to support students' long-term career goals. Mentoring and Support.
- Career Mapping.
CENTRE EXECUTIVE(CRM)
Incubex
09.2023 - 05.2024
- Overall functioning of the facility ensuring seamless operations in the centre.
- Excellent communication skills with a flair for both written and verbal communication.
- Driving Sales, inbound and new leads generation through external outreach and internal account/client mining.
- Constant client engagements by hosting member gatherings(events,project launches, clubs, conference meetings etc.) and other initiatives.
- P&L management of the assigned centers Petty cash and expense management.
- Continuous improvement, maintenance and up keep of assigned centers.
- Booking of conference room, day passes at the centre.
- Create and maintaining healthy calm ambiance.
- Handle walk-ins and bring them to closures.
- Constant interaction within-house clients to ensure smooth business relationship and work closely for their expansion plans, quick turn around time to resolve any issues.
- Billing Dispute Resolution.
- Monitor hygiene processes.
- Manage all deployed manpower like security, housekeeping and other administrative staff.
- Co-ordination and keeping the management and their team members upto date on the daily happenings at the centre.
OWNED THE BUSINESS
Lakshya Ladies PG
05.2018 - 12.2021
- Staff Management: Supervised and coordinated daily operations of staff, including cooks, housekeeping personnel, and support staff.
- Customer Relationship Management: Prioritized residents' needs and ensured a high level of customer satisfaction through prompt and effective service.
- Inventory and Vendor Management: Coordinated with vendors for procurement of daily consumables and monitored inventory levels and deliveries.
- Vendor Payment Management: Processed and managed timely payments to vendors while maintaining accurate transaction records.
- Billing and Invoicing: Prepared and shared invoices with residents and ensured accurate and timely billing.
- Utility and Expense Management: Monitored and managed utility bills and other operational expenses, ensuring timely payments.
- Complaint and Escalation Handling: Addressed residents' concerns and escalations professionally and ensured timely resolution.
- Food Service Coordination: Planned and displayed daily food menus to keep residents informed and ensure smooth meal service.
SENIOR PROCESS ASSOCIATE(&QUALITYCHECK)
Cognizant Technology Services
03.2013 - 05.2018
- Payment Processing: Managed customer and business account checks and ensured accurate and timely payment processing.
- Account Reconciliation: Applied payments to the appropriate customer and business accounts and rectified misapplied payments to ensure accurate account allocation.
- Payment Management: Processed payments for customer and business accounts as required, ensuring compliance with established procedures.
- KYC Verification: Coordinated with tax authorities to cross-verify customer KYC details and ensure accurate customer identification.
- Escalation Management: Handled complex customer and process-related escalations, ensuring timely resolution and smooth workflow operations. Quality Assurance: Participated in team quality checks and monitored process adherence to maintain high-quality standards.
- Team Meetings and Process Improvement: Conducted team meetings to discuss process errors, identify challenges, and implement corrective measures.
- Performance Coaching: Conducted one-on-one coaching sessions with team members to improve individual performance and enhance team quality scores.
- Process Monitoring: Maintained process update trackers to ensure team members stayed informed and aligned with the latest process requirements.
- Performance Tracking and Analysis: Developed and maintained performance trackers and reports to monitor team productivity, identify performance trends, and highlight process gaps.
- Dashboard Preparation and Reporting: Prepared daily team performance dashboards and shared reports with clients to provide updates on operational performance and progress.
Advance Resolution Expert
Dell Financial Services
03.2007 - 05.2012
- Company Overview: The Dell Financial Services L.P (DPS) is a joint Venture between Dell Inc. and Web Bank. The global reach and market dominance of these two major players allows DFS to directly integrate our services with the needs and demands of Dell Customers the world over.
- Responsible for handling queries from Dell customers regarding financial and billing issue related to line of credit with Dell.
- Ensuring the adherence and service delivery in line with the service level Agreement.
- Understanding and prioritization of customer's issues.
- Handling escalations requirements as per urgency levels and resolve them in a timely manner.
- Mentoring New hires on the process and policies update and on key deliverables.
- Creating Trackers and Files to track the performance of team along with the trend to identify the pain areas and process gaps.
- Providing refresher training too the team members on the basis of scrub findings and quality score.
PROCESS ASSOCIATE
Hewlett-Packard
02.2006 - 03.2007
- Managed customer checks and payment processing, ensuring accuracy and timely handling of financial transactions.
- Processed and applied payments to customer accounts in accordance with established procedures and company policies.
- Identified, investigated, and resolved misapplied payments, ensuring correct allocation to the appropriate customer accounts.
- Issued account credits to eligible customers in good standing, following established authorization procedures.
- Utilized cash application tools to process payments, manage misapplied transactions, and handle refund checks efficiently.
- Investigated and corrected payment discrepancies arising from encoding errors to maintain accurate financial records.
- Used routing management systems to locate customer accounts, verify account details, and facilitate accurate payment allocation.
- Maintained high standards of accuracy, compliance, and operational efficiency throughout payment processing activities.
Education
MBA - Finance
Pondicherry University
06.2010
BCOM - undefined
women's College
05.2005
Skills
- Team management
- Candidate training
- Performance monitoring
- Recruitment process
- Effective communication
- Project management
- Collaboration skills
- Quality assurance
- Customer relationship management
- Process improvement
- Workflow coordination
- Problem solving
- Staff motivation and discipline
- Scheduling expertise
- Records management
- Process updates
- Quality control
- Decision-making
- Leadership
- Analytical Skills
- MSOffice Application
LANGUAGES
English
Hindi
Timeline
Customer Support Executive (AI + Human Support) / Telecalling Executive
SYROW
09.2025 - Current
Assistant Supervisor
Forever Living Products Network Marketing
02.2025 - 08.2025
SENIOR CONSULTANT
SK Correspondence Education Consultancy
05.2024 - 02.2025
CENTRE EXECUTIVE(CRM)
Incubex
09.2023 - 05.2024
OWNED THE BUSINESS
Lakshya Ladies PG
05.2018 - 12.2021
SENIOR PROCESS ASSOCIATE(&QUALITYCHECK)
Cognizant Technology Services
03.2013 - 05.2018
Advance Resolution Expert
Dell Financial Services
03.2007 - 05.2012
PROCESS ASSOCIATE
Hewlett-Packard
02.2006 - 03.2007
BCOM - undefined
women's College
MBA - Finance
Pondicherry University