Viraj More
5, shakuntala niwas, Sai Vihar, TP road, Bhandup (W), Mumbai
Summary
Customer service professional with over 10 years of experience in international BPO and banking. Skilled in handling customer inquiries, resolving complex issues, managing escalations, and providing timely, customer-focused solutions. Experienced in building strong customer relationships, ensuring first-contact resolution, and consistently meeting quality, productivity, and customer satisfaction goals. In the banking sector, experienced in network reconciliation and settlement operations, and preparing MIS reports and SOPs. Strong communication, analytical, and problem-solving skills with a focus on accuracy and efficiency.
Overview
11
11
years of professional experience
Work History
Operation customer expert
Teleperformance global business pvt ltd
Mumbai
11.2025 - Current
- Assisted customers over phone with account-related queries, payment issues, transaction disputes, and login concerns.
- Guided customers through troubleshooting steps and provided clear, accurate solutions in a professional manner.
- Resolved customer concerns while ensuring a positive experience and maintaining high service standards.
- Handled sensitive customer information with confidentiality and followed company policies.
- Educated customers about Venmo services, security features, and account best practices.
- Documented customer interactions accurately and ensured timely follow-up on unresolved cases.
- Worked closely with internal teams to escalate complex issues and achieve quick resolutions.
- Consistently demonstrated strong communication, problem-solving, and active listening skills while meeting quality and productivity targets.
Deputy Manager
Axis Bank
Mumbai
05.2020 - 10.2025
- Ensure timely procedure of daily reconciliation and settlement process.
- Coordinated with other departments to ensure smooth functioning of activities and resolution of customer disputes.
- Developed and implemented new procedures to automate accounting process and improve efficiency of the organization.
- Prepared documents for regulatory compliance audits.
- Performed daily reconciliation of bank accounts to ensure accuracy of records.
Senior Call Center Representative
Sutherland global services
Mumbai
05.2015 - 03.2020
- Assisted passengers with flight bookings, ticket changes, cancellations, and travel-related queries.
- Helped customers understand baggage policies, check-in procedures, and other airline services.
- Handled customer concerns and worked to resolve issues in a calm and professional manner.
- Processed refunds, rebooking requests, and special assistance requirements.
- Resolved escalated customer complaints in a professional manner while adhering to company policies and procedures.
- Maintained records of customer interactions, transactions, comments and complaints.
- Attended regular training sessions on updates and changes within the industry or organization.
- Collaborated with cross-functional teams to enhance service delivery and processes.
Education
Bachelor of Science - Statistics
D.G. Ruparel College
Mumbai05-2016
Skills
- Customer query resolution and service quality management
- Communication and interpersonal skills for Problem-solving
- Active listening
- Process improvement and accuracy in operations
- Regulatory compliance
- Adaptability in fast-paced work environments
- Team collaboration and time management
- Reconciliation and settlement
Date of birth
- 27 April 1994
Languages
Marathi
First Language
English
Intermediate (B1)
B1
Hindi
Advanced (C1)
C1
Affiliations
- Acting
- Reading
Timeline
Operation customer expert
Teleperformance global business pvt ltd
11.2025 - Current
Deputy Manager
Axis Bank
05.2020 - 10.2025
Senior Call Center Representative
Sutherland global services
05.2015 - 03.2020
Bachelor of Science - Statistics
D.G. Ruparel College