Soni Suhani
Bengaluru
Summary
Results-driven Customer Solutions professional with 8+ years of progressive experience spanning customer support, insurance auditing, and business operations. Proven expertise in delivering exceptional real-time support through live chat, managing complex account inquiries, transaction disputes, and security concerns while maintaining high satisfaction metrics. Demonstrated success in financial compliance, fraud prevention, quality assurance, and process optimization across multinational organizations.
Overview
11
11
years of professional experience
Work History
Customer Solutions Agent 2
PayPal
Bengaluru
03.2024 - 11.2025
- As a dedicated customer solutions professional, delivering exceptional real-time support through live chat channels, managing complex account inquiries, and transaction-related issues for PayPal's global customer base.
- Demonstrated proficiency in financial compliance and fraud prevention protocols while handling high-priority escalations.
- Maintained strict adherence to security protocols and regulatory requirements for payment processing.
- Resolved customer issues efficiently while consistently achieving high satisfaction scores.
- Collaborated with cross-functional teams to address complex technical and account-related challenges.
Senior Executive-Insurance Auditing
EOX Vantage
Bangalore
03.2019 - 06.2023
- Conducted comprehensive insurance audits and compliance verification for multinational organizations across multiple jurisdictions
- Implemented quality assurance improvements that enhanced audit accuracy and efficiency
- Mentored junior analysts on audit methodologies, compliance standards, and best practices
- Managed complex audit cases involving regulatory compliance and risk assessment
- Collaborated with stakeholders to ensure adherence to insurance industry standards and regulations
- Developed and maintained detailed audit documentation and reporting systems
Senior E Service Associate
ZenPower Technologies LLP
Bangalore
11.2016 - 10.2017
- Delivered high-quality customer service for gaming companies through email support channels
- Managed high-volume email support with exceptional customer satisfaction metrics
- Demonstrated proficiency in CRM platforms including Salesforce, Zendesk, and HelpShift
- Resolved complex customer inquiries related to gaming accounts, technical issues, and billing
- Maintained detailed records of customer interactions and issue resolution
- Contributed to process improvements that enhanced response times and customer experience
Senior Process Executive - Operations
Infosys BPM
Bangalore
08.2014 - 11.2016
- Spearheaded advertisement moderation for Yahoo Homepage advertising services
- Implemented quality standards and compliance protocols for advertisement review processes
- Managed escalations related to policy violations and content compliance
- Conducted thorough reviews to ensure advertisements met platform guidelines and regulatory requirements
- Collaborated with internal teams to resolve complex moderation cases
- Maintained high accuracy rates while processing large volumes of advertisement reviews
Education
Bachelor of Arts - English
Utkal University
Odisha03-2009
Skills
Customer Support & Service Excellence:
Customer Solutions Live Chat Support Email Support Issue Resolution Customer Satisfaction Management
Quality Assurance & Compliance:
Insurance Auditing Compliance Verification Quality Control Process Audits Risk Assessment
Technical Proficiency:
Salesforce Zendesk HelpShift MS Office Suite (Word, Excel, PowerPoint, Outlook)
Specialized Skills:
Financial Compliance Fraud Prevention Advertisement Moderation Security Protocols Escalation Management
Soft Skills:
Communication Interpersonal Relations Team Collaboration Mentoring Problem-Solving Attention to Detail
Languages
- English
- Hindi
- Odia
Experience Years
8+ Years
Timeline
Customer Solutions Agent 2
PayPal
03.2024 - 11.2025
Senior Executive-Insurance Auditing
EOX Vantage
03.2019 - 06.2023
Senior E Service Associate
ZenPower Technologies LLP
11.2016 - 10.2017
Senior Process Executive - Operations
Infosys BPM
08.2014 - 11.2016
Bachelor of Arts - English
Utkal University