Aakansha Gupta
Mumbai
Summary
I’m a Customer Support Executive with 5+ years of experience in customer operations, dedicated to creating positive and lasting customer experiences. Known for my empathy, adaptability, and clear communication, I thrive on turning challenges into opportunities and ensuring that every interaction leads to greater customer satisfaction. My goal is to solve customer issues efficiently while building trust and loyalty, believing that customer service is about creating experiences that strengthen long-term relationships between customers and the brand.
Overview
5
5
years of professional experience
Work History
Operations Customer Expert I
Teleperformance
Mumbai, India
01.2026 - Current
- Validate client-submitted documentation and execute comprehensive background verification.
- Conduct Standard Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) to evaluate customer risk profiles.
- Systematically analyze high-risk customer files to verify adherence of details and transaction behavior to institution’s risk appetite.
- Document findings and escalate potential suspicious activities to Compliance or Quality Control (QC) teams.
Associate – Customer Support
Tech Mahindra
Mumbai
08.2024 - 04.2025
- Resolved customer issues using CRM tools, reducing average response time by 20%.
- Improved customer satisfaction ratings by 15% through proactive issue resolution and CRM-driven solutions.
- Processed customer inquiries and requests efficiently via ticketing systems, contributing to a 10% increase in customer retention.
- Maintained accurate customer and system account information using CRM tools to support timely issue resolution.
Senior Customer Service Associate
Teleperformance (TP)
Mumbai
06.2023 - 07.2024
- Filled mortgage and loan forms accurately, consistently meeting daily targets.
- Communicated challenges effectively to managers through monthly meetings and brainstorming sessions.
- Proposed operational improvements by analyzing project requirements to senior managers.
- Received highest production award for consistently achieving 100% quality and meeting daily targets.
Associate
Wipro Limited
Mumbai
03.2021 - 08.2022
- Achieved daily production targets with 100% quality.
- Collaborated with clients to stay updated with daily updates and training.
- Utilized client software websites and web portals to obtain information.
- Identified payment discrepancies and coordinated with team to resolve them.
- Awarded Employee of the Month twice for servicing 40+ clients with error-free production.
Education
Bachelor's degree - BA Programme
Delhi University
01-2021
Skills
- Expertise in CRM platforms: Intercom and Genesys (advanced)
- Advanced email communication skills
- Experienced with Microsoft Word, Excel, and Outlook
- Empathy, Communication, Patience
- Problem-solving, Time Management, Professionalism
- Teamwork, Adaptability, Responsibility
- Customer due diligence
- Enhanced due diligence
- Document validation
- KYC compliance
Awards & Honors
Highest production achieved award with 100% quality (Teleperformance), Employee of the Month (twice) at Wipro for servicing 40+ clients with 100% production and no errors
Languages
English
Intermediate (B1)
Hindi
Bilingual or Proficient (C2)
Timeline
Operations Customer Expert I
Teleperformance
01.2026 - Current
Associate – Customer Support
Tech Mahindra
08.2024 - 04.2025
Senior Customer Service Associate
Teleperformance (TP)
06.2023 - 07.2024
Associate
Wipro Limited
03.2021 - 08.2022
Bachelor's degree - BA Programme
Delhi University