Suraj Ramesh Talreja
Bengaluru
Summary
Customer service specialist with over 5 years in multi-channel support, focusing on financial escalations and complex dispute resolution. Demonstrated success in enhancing customer satisfaction and first call resolution rates while ensuring payment integrity through collaboration with global financial and credit teams.
Overview
7
7
years of professional experience
Work History
Subject Matter Expert (Acting)
[24]7.ai! Bengaluru
Bengaluru
02.2025 - Current
- Led technical support for membership system troubleshooting and inventory verification, enhancing system reliability.
- Resolved high-priority payment disputes involving unauthorized charges, membership renewals, and complex refunds.
- Coordinated with credit and order management departments to validate purchases and resolve billing discrepancies, improving customer satisfaction.
- Maintained top-tier performance metrics: 87% CSAT, 71% FCR, and 94% QA scores.
- Managed secure handling of sensitive customer financial data in SAP and OMS platforms, ensuring compliance with data protection standards.
Advisor 2 – Customer Service
Concentrix Daksh Services Pvt Ltd
Bengaluru
04.2024 - 11.2024
- Resolved high-priority claims and booking cancellations between hosts and guests to ensure customer satisfaction.
- Managed complex disputes between guests and hosts, reinforcing platform trust and reliability.
- Facilitated communication between parties to expedite dispute resolution and improve service quality.
Senior Associate (Client: Deluxe International, US
Globiva Services Pvt Ltd
Bengaluru
09.2023 - 04.2024
- Coordinated end-to-end service logistics for premium North American client, ensuring seamless operations across multiple US time zones.
- Achieved 100% SLA compliance through proactive troubleshooting and clear communication with stakeholders.
Customer Delight Specialist
ASB Solutions Pvt Ltd
Bengaluru
09.2022 - 09.2023
- Developed communication strategies that reduced inbound customer queries by 15%.
- Resolved shipping bottlenecks to enhance delivery timelines.
- Tracked high-priority inventory to ensure timely shipments.
Contact Centre Support Staff
HSBC Electronic Data Processing India Pvt Ltd
Bengaluru
01.2020 - 07.2020
- Managed banking relationships for international clients, ensuring alignment with regulatory compliance.
- Achieved performance targets consistently in high-pressure voice support environment, contributing to overall team success.
Customer Delight – Senior Executive
Bundi Technologies Pvt Ltd (SWIGGY)
Bengaluru
02.2019 - 08.2019
- Crisis Management: Spearheaded resolutions for high-visibility complaints across social media and voice channels.
- Managed daily operations to streamline food delivery processes.
- Coordinated cross-functional teams to enhance customer service experiences.
- Developed training materials for new employees on operational protocols.
Education
Bachelor of Arts - Commerce
Arunachal University of Studies
BengaluruSkills
- Billing dispute resolution
- Refund processing
- Credit card inquiries
- Financial escalation management
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Kannada
Advanced (C1)
C1
Tamil
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
Accomplishments
- Awarded for "Outstanding Member Experience" consistently over a 6-month period.
Recognized with performance vouchers for achieving top-tier customer satisfaction ratings.
Timeline
Subject Matter Expert (Acting)
[24]7.ai! Bengaluru
02.2025 - Current
Advisor 2 – Customer Service
Concentrix Daksh Services Pvt Ltd
04.2024 - 11.2024
Senior Associate (Client: Deluxe International, US
Globiva Services Pvt Ltd
09.2023 - 04.2024
Customer Delight Specialist
ASB Solutions Pvt Ltd
09.2022 - 09.2023
Contact Centre Support Staff
HSBC Electronic Data Processing India Pvt Ltd
01.2020 - 07.2020
Customer Delight – Senior Executive
Bundi Technologies Pvt Ltd (SWIGGY)
02.2019 - 08.2019
Bachelor of Arts - Commerce
Arunachal University of Studies