Sumeet J Jain
Senior Customer Support Officer
Bengaluru
Summary
Responsibilities accepted and delivered in service and sales in multiple industries for e.g. Hospitality, Mutual fund Investment, Equity Investment, Accounts Payable and Banking Industry. Successful in handling HNI and UHNI customers Hardworking, Passionate, self-motivated which has helped gain experience of more than 8+ years of rich experience. Always carry the ability to challenge new roles and responsibilities. Been organized, managing work on a day 2-day basis Skilled in communicating with customers from diverse backgrounds and cultures Proficient in using various customer support software such as Salesforce, Zendesk, and Freshdesk Demonstrated ability to build and maintain strong relationships with customers.
Overview
8
8
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Customer Support Officer
Mashreq Global Services Pvt Ltd
06.2021 - 12.2023
- Delivered excellent customer service in fast-paced environment.
- Developed strong understanding of customer needs and expectations.
- Resolved customer queries and complaints in timely and professional manner.
- Maintained accurate records and reports of customer correspondence.
- Utilized CRM software to manage customer accounts, track customer interactions, and monitor customer feedback
- Developed and implemented customer service strategies to improve customer satisfaction
- Ensured compliance with customer service policies and procedures
- Monitored performance metrics related to customer service and provided feedback to management.
Sales Wealth Counsellor
Equentis Wealth Advisory Pvt Ltd
06.2020 - 04.2021
- Developed and implemented successful sales strategies for new and existing customers, resulting in 20% increase in revenue.
- Utilized financial planning software to provide comprehensive services to clients.
- Assisted clients with financial needs such as investments, retirement planning, estate planning, and insurance.
- Monitored portfolio performance of clients and identified opportunities for growth.
- Conducted in-depth research on potential investments to recommend to clients.
- Created detailed financial plans and reports to present to clients.
- Attended conventions, seminars, and workshops to stay current on financial trends and regulations.
Customer Specialist L3
Scripbox India Pvt Ltd
06.2018 - 03.2020
- Managed and resolved customer inquiries and complaints via phone, email, or live chat, providing positive customer service experience.
- Worked closely with other departments to resolve customer inquiries or issues
- Preparation of daily and monthly NAV calculations, pricing, and reporting
- Liaise with external clients and other departments within organization to ensure accurate and timely processing of mutual fund transactions.
- Ensure strict adherence to all regulatory requirements and company policies.
- Monitor and analyze market trends and performance of mutual funds.
Senior CS Associate
Accenture India Solutions Pvt Ltd
12.2016 - 05.2018
- Managed accounts payable process for team of 5, ensuring timely and accurate payment of invoices.
- Processed high volume of invoices, reconciled accounts, and resolved discrepancies.
- Developed and implemented procedures to improve accounts payable processes.
- Managed communications with vendors to ensure prompt payment of invoices.
- Collaborated with internal teams to ensure accurate coding of invoices and timely payments.
Advisor
24[7].ai
12.2015 - 12.2016
- Assessed and identified clients’ needs and provided appropriate solutions.
- Developed and implemented strategic plans to support organization’s mission and objectives.
- Trained and mentored team members on proper sales techniques and customer service
- Adaptable to different reservation systems, and able to learn new systems quickly.
- Assist in resolving customer complaints in timely manner.
- Keep up to date with hotel and resort offerings, as well as promotional packages.
Education
in CBSE Board -
Venkat International Public School
Bengaluru IndiaABES in Commerce -
Shri Bhagwan Mahaveer Jain College
Bengaluru India 03.2005 -
UG Pursuing BBA -
Shri Bhagwan Mahaveer Jain College
Skills
Leadership Skills: Ability to strategize, motivate, coach, also provide guidance and mentorship
Communication Skills: Ability on writing, relationship building, emotional intelligence, persuasion, cross-cultural communication
Teamwork Skills: Virtual Collaboration, Active Listening, Consensus Building, FriendlinessProblem-solving Skills: System Thinking, Risk Assessment, Resourcefulness, Perseverance, Conflict-resolutionComputer Skill: Google Workspace, Microsoft Office, Email, social media and QuickBooksTrend detection and analysis
Customer-facing web design
Data reconciliation reporting
Certification
Mutual Fund Distribution - NISM VA
Accomplishments
- Lowest D-Sat, Highest FCR and Highest Survey - 24[7].ai (Was rewarded for consecutive 4 months consistent performance.)
- Top CRD Achiever - Mashreq Global Services Pvt Ltd (for being top CRD achiever in business banking call center.)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Diversification is protection against ignorance. It makes little sense if you know what you are doing.”
Warren Buffett
Timeline
Senior Customer Support Officer
Mashreq Global Services Pvt Ltd
06.2021 - 12.2023
Sales Wealth Counsellor
Equentis Wealth Advisory Pvt Ltd
06.2020 - 04.2021
Customer Specialist L3
Scripbox India Pvt Ltd
06.2018 - 03.2020
Senior CS Associate
Accenture India Solutions Pvt Ltd
12.2016 - 05.2018
Advisor
24[7].ai
12.2015 - 12.2016
ABES in Commerce -
Shri Bhagwan Mahaveer Jain College
03.2005 -
in CBSE Board -
Venkat International Public School
UG Pursuing BBA -
Shri Bhagwan Mahaveer Jain College