Pranay Pandey

Customer Support Representative

Kolkata

Summary

Analytical and adaptable professional with experience in fraud prevention and customer service. Known for strong critical thinking and effective communication, contributing to the development of strategies that protect company assets and enhance customer trust.

Overview

years of professional experience

Work History

Customer Service Representative, Supervisor

Telus International

04.2025 - 05.2026

Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Managed high call volume while maintaining exceptional quality standards in line with company expectations.
Implemented new policies and procedures to improve overall customer service quality.
Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
Supervised large teams with guidance, support and direction for high-quality customer care.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Fraud Prevention Specialist

TTEC

02.2024 - 02.2025

Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
Enhanced fraud detection by implementing advanced data analytics techniques and tools.
Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
Worked closely with IT departments to ensure security systems were optimized for detecting and preventing fraud attempts, safeguarding company assets.

Education

Bachelor of Arts - Law

Kingston Law College

Kolkata, India

04.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Adaptability and flexibility

Call management

Time management

Critical thinking

Decision-making

Team collaboration

Customer satisfaction measurement

Customer education

Playing cricket , travelling , exploring new place

Playing Cricket
Playing cricket has helped me develop teamwork, discipline, leadership, and the ability to perform under pressure. It has also improved my communication and coordination skills while working with a team.

Travelling
I enjoy travelling because it allows me to experience different cultures, meet new people, and learn new perspectives. It helps me become more adaptable and improves my understanding of diverse environments.

Exploring New Places
Exploring new places reflects my curiosity and willingness to learn. I enjoy discovering new ideas, environments, and experiences, which helps me stay open-minded and creative.

Timeline