Punith Gowri N.G

* Supported legal and documentation processes by verifying incoming requests from the Litigation Support and National Subpoena Processing teams, ensuring accuracy and timely response.

* Conducted detailed review and validation of Mortgage loan-related documents including credit letters, appraisals, payment history documents, and credit histories, ensuring adherence to internal policies and compliance standards.

* Retrieved, analyzed, and compiled loan documentation for litigation and audit purposes, with a strong focus on customer data accuracy and timely delivery.

* Liaised with internal departments to follow up on incomplete or missing documents, ensuring completeness before critical dates deadlines.

* Assembled and delivered comprehensive loan document packages to attorneys according to the kind of request.

* Managed a personal pipeline of documentation requests and supported team performance through daily stand-ups and regular performance reviews.

* Delivered monthly and quarterly performance analysis presentations to senior leadership, highlighting trends and proposing actionable improvements.

* Collaborated cross-functionally with Subject mater experts and internal teams to enhance knowledge sharing and documentation best practices.

* Mentored and guided junior analysts, promoting a culture of continuous learning and process improvement within the team.

• Managed high-value Airtel Platinum customers through inbound calls, delivering premium customer service and ensuring a seamless support experience.
• Diagnosed and resolved network-related issues by performing step-by-step troubleshooting, coordinating with technical teams when required, and ensuring minimal service disruption.
• Provided detailed clarification of billing statements, resolved billing discrepancies, and educated customers on charges, plans, and payment processes to enhance transparency and trust.
• Processed activation, deactivation, and modification of value-added services (VAS), data plans, roaming packs, and other telecom offerings in accordance with customer requirements.
• Delivered multilingual customer support in English, Hindi, Kannada, Telugu, and Tamil, effectively serving a diverse customer base across regions.
• Consistently focused on achieving First Call Resolution (FCR), reducing repeat calls and minimizing escalations to higher support tiers.
• Maintained high customer satisfaction scores by offering personalized assistance, demonstrating empathy, and ensuring timely issue resolution.