Arva Kiran

My passion is to become a more responsible person and achieve a good position in the organisation.

Email Support Executive - HRH NEXT

(2019-08)

• Managed 100+ daily customer interactions via email and live chat, resolving order, payment, and delivery issues with 92% FCR
• Handled delivery partner queries on payouts, incentives, and app issues, reducing repeat contacts by 20% through clear resolution
• Identified trending issues from chats/emails and flagged them to L2 team, contributing to 15% reduction in similar complaints
• Maintained AHT of 5.2 mins on chat and 18 emails/hr with 99% grammar accuracy

Service Officer - HDFC BANK

(2023-06 - 2024-06)

Responding to Customer Inquiries: Answered and resolved customer questions via phone, email, and live chat, ensuring timely and accurate responses to maintain high satisfaction.

• Identified customer needs and provided effective solutions, improving overall customer experience and achieving first-call resolution
• Handle customer queries, resolve issues, and provide product information

Assistant Manager - KOTAK MAHINDRA BANK

(2024-07 - 2026-06)

• Ensure timely follow-up on customer issues, and follow through on commitments made to customers
• Address customer concerns, resolve issues
• Educated customers on digital platforms for EMI payments, e-statements, and loan tracking, reducing branch walk-ins by 30%

B.Com - Computers - Sphoorthy Degree and PG college, Osmania University (2021)

Intermediate - Gokul Junior College, Board of Intermediate (2016)

SSC - Vivekananda Vidya Talent High school, Secondary School of Certificate (2014)