Customer Experience Manager
Upendra Singh Yadav
Auxilo Finserve
Varanasi
6
years of professional experience
4
years of post-secondary education
2
Languages
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Work History
Customer Experience Manager
11 Months- Experienced Customer Experience Manager in the education loan industry, specializing in student support, loan processing coordination, and customer relationship management. Skilled in handling student and parent queries, guiding applicants through the loan application process, coordinating with internal teams and financial institutions, and ensuring timely resolution of customer concerns. Proficient in maintaining customer satisfaction, managing documentation, providing regular application updates, and delivering a smooth and hassle-free loan experience.
- Managed student and parent queries related to education loans.
- Guided customers through loan applications and documentation.
- Coordinated with banks and financial institutions for loan processing.
- Resolved customer complaints and queries within defined timelines.
- Provided regular updates on loan status and disbursement.
- Maintained strong customer relationships and improved customer satisfaction.
- Ensured a smooth customer journey from application to loan disbursement.
Senior - Sales operations
2 Years 10 Months- Managed borrower queries across Propellds customer support channels
- Updated customer records and case notes for accurate follow-up
- Resolved service requests using CRM and call logging systems
- Coordinated with operations teams on loan account issues
- Poc between the institute and
- customer for end to end application journey for students education loan application.
Customer Service Representative
1 Year 3 Months- Guided customer queries on the landline and postpaid connection for connectivity issues or technical issues through inbound calling process and raising tickets for resolution on the queries.
- Tracked complaint tickets and routed cases to correct teams
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
Education
Bachelors in Engineering - Electronics And Communications Engineering
Skills
Customer Relationship Management (CRM)
Customer Communication
Issue Resolution
Escalation Management
First Call Resolution (FCR)
Inbound & Outbound Calling
Customer Follow-ups
Email & Chat Support
TAT Management
Education Loan Processing
Loan Disbursement Coordination
Languages
Hindi
First Language
English
C1
Advanced
Timeline
Customer Experience Manager
Auxilo Finserve
11.2025 - 10.2026Read More
Senior - Sales operations
Propelld
07.2022 - 05.2025Read More
Customer Service Representative
Altruist techanologies and pvt ltd
04.2021 - 07.2022Read More
Shri Satya Sai University of Technology And Medical Sciences
Bachelors in Engineering from Electronics And Communications Engineering
06.2016 - 06.2020Read More