Pooja Ramesh
Senior Customer Executive
Bengaluru,KA
Summary
Results-oriented Customer Support Professional with expertise in managing customer inquiries and resolving technical and billing issues. Delivers effective technical support and financial guidance while maintaining high customer satisfaction. Strong communication and problem-solving skills drive timely solutions and foster positive customer relationships.
Overview
3
3
Languages
3
3
Certifications
4
4
years of professional experience
Work History
Senior Customer Support Representative
Infosys BPM
02.2026 - Current
- Assisted customers in creating profiles and setting up their accounts
- Guided customers on stocks, ETFs, and bonds, including balance inquiries, fund transfers, and transaction details
- Helped customers update personal information such as email, phone number, and profile name
- Supported customers with withdrawals and deposits, ensuring smooth and accurate transactions
- Assisted with account credentials, including setting up usernames and passwords
- Enabled access to blocked accounts by guiding customers through verification and resolution steps
Process Consultant
Sagility
08.2025 - 02.2026
- Outlined patients’ insurance coverage and benefits to enhance understanding and facilitate informed decisions
- Explained eligibility criteria in detail, including any limitations or exclusions
- Clarified specific reasons for claims that were on hold or in pending status
- Guided submission of required documents and correction of claim errors to streamline processing
- Provided a point of contact for further questions or concerns
- Ensured providers received all necessary information for efficient claims processing and service delivery
Senior Customer Support Representative
Intouch CX
11.2022 - 03.2025
- Addressed customer concerns promptly via chat and email, resulting in timely and effective support
- Resolved technical issues by identifying root causes and implementing solutions that enhanced user experience
- Provided tailored solutions to meet individual customer needs, enhancing customer satisfaction
- Maintained accurate and up-to-date records of customer interactions using CRM tools such as Zendesk
- Achieved first-time resolution by clearly communicating solutions, steps, and explanations to customers.
- Demonstrated strong attention to detail and a commitment to delivering high-quality customer service
- Analyzed customer feedback trends to pinpoint service improvement areas, driving enhancements to customer support.
Education
Bachlor of Commerce - Finance And Accounts
Vijaya Degree College
Bengaluru, India 04.2001 -
Skills
Client retention strategies
Problem solving and troubleshooting
Effective communication (Verbal and Written)
Active Listening
Team Collaboration
Root Causes Analysis
Accomplishments
- Achieved high CSAT through timely, accurate, and customer-centric support
- Exceeded KPIs, including response time and resolution targets
- Handled high-volume interactions while maintaining quality and professionalism
- Improved first-contact resolution (FCR) by understanding root causes and delivering effective solutions
- Resolved complex billing, technical, and service-related issues with precision
- Drove process improvements by analyzing recurring customer concerns
- Ensured accurate documentation of customer interactions, enabling seamless follow-ups and maintaining compliance standards
Certification
MS Office
Timeline
Senior Customer Support Representative
Infosys BPM
02.2026 - Current
Process Consultant
Sagility
08.2025 - 02.2026
Senior Customer Support Representative
Intouch CX
11.2022 - 03.2025
MS Office
11-2021
MS Excel
11-2021
MS Word
11-2021
Bachlor of Commerce - Finance And Accounts
Vijaya Degree College
04.2001 -