Vipul Kashyap

Insurance and Customer Service professional with 15+ years of experience in customer-facing operations, financial services, administration, and team leadership, supported by completed Fundamentals of Insurance – Level 1 certification. Experienced in client needs assessment, policy and account documentation, issue resolution, regulatory compliance, confidential information handling, and service coordination. Known for accurate documentation, clear communication, sound judgment, and consistent follow-through in high-volume environments.

Brings

Canadian customer service and supervisory experience with a consistent focus on accuracy, professionalism, timely follow-up, and client satisfaction.

Customer Service Supervisor - Trail Appliances Ltd - Calgary, AB

(2025-03 - 2026-07)

• Led and coached frontline customer service and reception staff, maintaining consistent service standards and efficient daily operations.
• Resolved escalated customer concerns through empathetic communication, investigation, documentation, and timely follow-up.
• Trained staff on policies, procedures, service standards, documentation, and operational processes.
• Oversaw administrative transactions including customer account maintenance, payments, invoices, credit notes, and price adjustments.
• Maintained accurate records and supported adherence to company policies, procedures, and internal controls.
• Prepared bi-weekly performance reports for senior management, identifying operational trends, staffing needs, and process improvement opportunities.

Customer Service Representative - Trail Appliances Ltd - Calgary, AB

(2023-10 - 2025-03)

• Provided customer support through phone, email, and reception channels, handling inquiries, service requests, and issue resolution.
• Maintained accurate customer information and processed invoices, credit notes, payments, and price adjustments.
• Coordinated with sales and service teams to resolve customer issues and support timely administrative processing.

Branch Operations Manager - Axis Bank Ltd - India

(2022-10 - 2023-03)

• Managed daily branch operations while maintaining compliance with banking policies, procedures, and regulatory requirements.
• Assessed customer needs, resolved service concerns, and guided clients toward appropriate financial solutions.
• Handled confidential customer information and sensitive matters with professionalism, discretion, and sound judgment.
• Supported frontline staff and identified opportunities to improve processes, service quality, and operational accuracy.

Deputy Branch Manager - Yes Bank Ltd - India

(2016-06 - 2022-09)

• Supported frontline operations including customer service, deposits, withdrawals, bill payments, and transaction processing.
• Built client relationships by understanding customer needs, addressing inquiries, and providing appropriate solutions.
• Monitored staff performance and adherence to service standards, policies, procedures, and compliance requirements.
• Maintained accurate customer documentation and supported consistent service delivery in a high-volume branch environment.

Unit Head - HDFC Bank Ltd - India

(2012-01 - 2016-06)

• Managed customer account openings, loan disbursements, clearing operations, documentation, and related branch processes.
• Ensured accurate customer documentation and compliance with KYC requirements and applicable banking regulations.
• Implemented process improvements to support timely, accurate, and efficient transaction processing.

Branch Manager - ICICI Prudential Life Insurance - India

(2007-06 - 2011-12)

• Assisted clients with insurance coverage inquiries, claims processing, and policy changes, ensuring accurate and timely service.
• Addressed customer concerns professionally and maintained strong service relationships through clear communication and follow-up.
• Documented customer interactions accurately and maintained records for future reference.
• Researched policy terms and coordinated with internal departments to resolve complex customer and claims-related inquiries.
• Followed established procedures and timelines while supporting accurate claim and policy service activities.

Bachelor of Science - Computer Science - Guru Nanak Dev University, India