Vipin Tharayil
Thane
Summary
Customer service and operations professional with over 10 years of experience in telecom, BPO, and financial services. Expertise in customer support operations, complaint resolution, and stakeholder management, consistently achieving high-quality performance in high-volume environments. Proficient in resolving complex issues, managing escalations, and enhancing operational processes while ensuring compliance with organizational policies. Recognized for strong communication and problem-solving skills, effectively adapting to changing business needs to drive positive outcomes.
Overview
18
18
years of professional experience
Work History
Legal Liaison Manager
NetAmbit Valuefirst Services Private Limited
Mumbai, India
03.2026 - 07.2026
- Company Overview: Google India Contract.
- Act as the primary liaison between financial institutions, law enforcement authorities, and internal operational teams to facilitate investigation and case resolution.
- Support resolution of complex cases through effective stakeholder communication and coordination with multiple external agencies.
- Coordinated with police authorities and banking partners to verify transaction details, facilitating efficient investigation of fraud complaints.
- Managed lien and unlien case operations across multiple police jurisdictions in Maharashtra, ensuring adherence to legal processes.
- Oversee case lifecycle management including investigation follow-ups, documentation verification, and resolution tracking.
- Maintain structured tracking of fraud cases and investigation status through internal operational systems.
- Monitored case progress and provided operational updates to internal teams, enhancing communication for timely follow-ups and case resolution.
Senior Customer Care Executive
Avila IT Tech Pvt Ltd
Mumbai, India
02.2025 - 02.2026
- Company Overview: Google India Contract.
- Oversaw end-to-end lien removal processes in collaboration with Google's Nodal Officers, Axis Bank, Citibank, and law enforcement authorities, ensuring timely resolution of legal matters.
- Delivered prompt responses to legal inquiries, supplying detailed transaction information, and guiding police officials on financial SOPs.
- Collaborated with internal departments (gUP, LIS, and RCI) to enhance fraud detection efforts, providing evidence-based data to support investigations.
- Maintained and updated TRIX records for transaction history compliance, facilitating accurate data tracking for audits and regulatory reporting requirements.
- Ensured all work adhered to Google's internal financial policy, RBI regulations, and contract-based operational standards.
Customer Contact Communications Associate
Accenture Pvt Ltd
Mumbai
09.2022 - 02.2025
- Company Overview: Verizon (USA).
- Achieved top scores in NPS, One Resolution (First Contact Fix), and average handle time, contributing to overall customer satisfaction.
- Delivered Level 1 and Level 2 support to Verizon U.S. Customers through chat and phone, addressing issues related to SIM cards, device settings, and service interruptions.
- Provided actionable feedback to QA teams, enhancing chat scripts and troubleshooting flows for improved customer interactions.
- Mentored new joiners by training, reviewing cases, and assisting with escalated customer situations, fostering team development.
Customer Relations Advisor
Tech Mahindra Business Services
Mumbai
03.2018 - 09.2022
- Company Overview: THREE (UK).
- Resolved high-risk retention cases and upsold telecom services to UK-based clients, enhancing customer loyalty through targeted engagement strategies.
- Monitored KPIs including NPS, ACT, sales conversions, and customer churn rate, identifying trends to inform team performance improvements.
- Developed training guides and retention scripts, equipping agents with tools to enhance customer interactions.
- Stepped up as a Temporary Team Leader managing a 15-member team; conducted daily huddles, reviewed metrics, and trained agents.
Customer Care Executive
Voyager BPO unit of Ezzego 1 (CKGS)
Mumbai, India
05.2014 - 08.2016
- Company Overview: CKGS – U.S. Visa.
- Managed end-to-end refund processing for U.S. Visa applications, ensuring financial accuracy and timely disbursement to enhance customer satisfaction.
- Resolved payment discrepancies by coordinating with finance departments and following up with customers for necessary documents, improving overall resolution times.
- Created weekly and monthly reports to analyse refund trends, identifying areas for improvement and optimising processing timelines.
- Trained new team members on system workflows, error reduction, and compliance norms.
Customer Care Executive – Telecom & DTH (O2 & Sky)
Firstsource Solutions
Mumbai, India
02.2013 - 01.2014
- Processed service plan upgrades, resolved complaints, and escalated billing issues, ensuring adherence to UK telecom regulations.
- Managed high call and chat volumes while maintaining quality standards, contributing to overall customer experience.
- Provided multi-channel support to UK customers for broadband, TV, and phone services, enhancing customer satisfaction.
Visa Documentation Officer – UK Visa Desk
VFS Global Services
Mumbai, India
05.2012 - 01.2013
- Verified and recorded documents for UK visa applications, ensuring compliance with regulations for Indian nationals.
- Managed cash collections and tracked applications to facilitate timely passport dispatch.
- Assisted clients by addressing in-person queries, enhancing customer experience at front office.
Customer Care Executive– Vodafone Stores
Talent Quest
Mumbai, India
03.2008 - 12.2011
- Facilitated in-store telecom product sales, KYC verification, and resolution of customer queries to enhance customer satisfaction.
- Resolved customer complaints efficiently, ensuring timely escalation of complex cases to maintain service quality.
- Compiled daily sales reports and assessed key performance indicators, including footfall conversion, to inform sales strategies.
Education
B.Com – Commerce -
Suresh Gyan Vihar University
2024
HSC – Commerce -
Divine Image High School
2006
SSC – Maharashtra State Board -
Holy Cross High School
2004
Skills
- Regulatory correspondence (banking and legal)
- Risk resolution and lien management
- Law enforcement liaison
- Contract and SOP adherence
- Team leadership (15 members)
- Staff training and coaching
- Peer mentorship and best practices
- KPI monitoring (NPS, ACT, sales targets)
- Microsoft Office suite (Excel, Word, PowerPoint)
- CRM platforms (Verizon tools, internal ticketing systems)
- Data analysis and reporting
- Customer retention strategies
- Multilingual communication (EN, HI, MR, ML)
- Documentation handling and escalation management
- First contact resolution (FCR)
Timeline
Legal Liaison Manager
NetAmbit Valuefirst Services Private Limited
03.2026 - 07.2026
Senior Customer Care Executive
Avila IT Tech Pvt Ltd
02.2025 - 02.2026
Customer Contact Communications Associate
Accenture Pvt Ltd
09.2022 - 02.2025
Customer Relations Advisor
Tech Mahindra Business Services
03.2018 - 09.2022
Customer Care Executive
Voyager BPO unit of Ezzego 1 (CKGS)
05.2014 - 08.2016
Customer Care Executive – Telecom & DTH (O2 & Sky)
Firstsource Solutions
02.2013 - 01.2014
Visa Documentation Officer – UK Visa Desk
VFS Global Services
05.2012 - 01.2013
Customer Care Executive– Vodafone Stores
Talent Quest
03.2008 - 12.2011
B.Com – Commerce -
Suresh Gyan Vihar University
HSC – Commerce -
Divine Image High School
SSC – Maharashtra State Board -
Holy Cross High School