RAJA MONDAL
Bangalore
Summary
Customer Success & Operations Associate with over three years(3) of experience in fintech and ed-tech. Proven ability to manage customer journeys and resolve conflicts while collaborating with cross-functional teams. Achievements include a 27% increase in customer satisfaction scores, a 36% reduction in response time, and a 16% decrease in repeat customer inquiries. Focused on utilizing data-driven insights to enhance customer experiences and optimize support processes.
Overview
5
5
years of professional experience
Work History
Customer Support Associate/Operations(Banking)
JUPITER MONEY
Bangalore
01.2023 - 06.2025
- Managed end-to-end support for 100+ customer queries daily through email and voice, achieving high satisfaction and quick turnarounds.
- Spearheaded DSAT call audits on 500+ customer interactions weekly, identifying agent training gaps and process improvements, resulting in 15% performance enhancement.
- Audited invalid escalation tickets to streamline processes by identifying gaps and errors.
- Analyzed repeat customer interactions, facilitating a 16% reduction in repeat queries.
- Collaborated with Product Excellence and Banking teams to refine SOPs and eliminate process gaps.
- Resolved escalated customer cases through timely resolutions and proactive follow-ups across multiple channels.
- Conducted 100+ compliance audits, uncovering 15+ operational risks related to KYC/AML processes, leading to immediate corrective actions.
- Achieved a 25% increase in first contact resolution by resolving transaction discrepancies.
- Supported the rollout of new financial services, while ensuring strict regulatory compliance.
- Maintained accurate and comprehensive complaint records in the bank's CRM system.
- Maintains a consistent typing speed of 35–40 WPM, enabling efficient and timely written support.
Karnataka
Think & Learn Pvt Ltd
Bangalore
09.2021 - 06.2022
- Analyzed customer feedback to identify trends and enhance service delivery processes.
- Managed escalated issues, ensuring rapid resolution and high levels of customer satisfaction.
- Resolved payment delays, billing disputes, and service quality issues, effectively reducing churn rates.
- Utilized CRMs and dashboards (Salesforce, LeadSquared, LMS) to derive insights that improved engagement.
- Developed payment plans for clients facing financial hardships to facilitate timely payments.
- Communicated with clients regarding overdue payments through phone and email outreach.
- Maintained comprehensive records of collection activities including calls, emails, letters, and payments received.
Intern Service Engineer
Tata Motors Authorized Service Centre
Asansol
12.2020 - 03.2021
- Maintained a positive work atmosphere by building relationships with co-workers, customers, clients, and management.
- Getting acquainted with methods of servicing, alignment, and spare parts management.
- Managing Job Flow on the Service Floor.
- Quality and inspection of the vehicle after servicing.
Education
Bachelor of Technology - Mechanical Engineering
Asansol
Asansol 05.2021
ISC-12th - PCMB
Dhanbad
Dhanbad01.2017
Dhanbad - Science
DeNobili School
Dhanbad01.2015
Skills
- Jira, MS Office
- KPI reporting (CSAT, Repeat, QA, FCR,)
- Cross-functional collaboration and communication
- Conflict resolution
- KYC compliance
- Jira, MS Office
- KPI reporting (CSAT, Repeat, QA, FCR,)
- Cross-functional collaboration and communication
- Conflict resolution
- KYC compliance
Accomplishments
- Reduced average customer query resolution time from 410 seconds to 300 seconds by optimizing support workflows and enhancing team efficiency
- Recognized as 'Best Team Member' on four occasions for outstanding quality, consistency, and overall performance
- Conducted audits of repeat customer interactions, identified root causes, and contributed to a 16% reduction in repeat contacts as part of a team initiative
- Received an annual performance rating of 'Exceeds Expectations' for consistently surpassing quality and productivity benchmarks
Languages
- Hindi, First Language
- English, C2 Proficient
- Bengali, C2 Proficient
Timeline
Customer Support Associate/Operations(Banking)
JUPITER MONEY
01.2023 - 06.2025
Karnataka
Think & Learn Pvt Ltd
09.2021 - 06.2022
Intern Service Engineer
Tata Motors Authorized Service Centre
12.2020 - 03.2021
Bachelor of Technology - Mechanical Engineering
Asansol
ISC-12th - PCMB
Dhanbad
Dhanbad - Science
DeNobili School