Bhupendra Bais

MBA graduate (Business Analytics) with hands-on experience in customer relationship management, B2B account servicing, technical support, and client engagement. Proven ability to understand customer needs, resolve complex issues, and build longterm customer relationships, demonstrated through a 94% First Contact Resolution rate and a consistent 4.6/5 CSAT score. Experienced in supporting international customers and collaborating with cross-functional stakeholders while using analytical thinking to improve customer experience.

Passionate about delivering exceptional customer satisfaction and contributing to longterm client success in a Customer Relationship Management role.

Customer Support Executive - Teleperformance

(2025-09 - 2026-03)

• Managed customer relationships by resolving 1,000+ customer queries with a 94% First Contact Resolution (FCR) rate while consistently achieving a 4.6/5 Customer Satisfaction (CSAT) score and meeting all service-level targets.
• Improved customer service efficiency by developing 10+ troubleshooting guides, reducing average handling time by 18% and increasing overall team productivity by 15–20%.
• Built customer trust by handling 1600+ customer interactions with zero escalations across three consecutive months through proactive issue resolution, ownership, and effective communication.
• Delivered a positive customer experience to clients across 5+ countries, understanding diverse customer needs and collaborating effectively in a high-volume international support environment.
• Demonstrated strong problem-solving and relationship management skills by taking ownership of customer concerns, ensuring timely resolutions, and maintaining a consistently high standard of customer satisfaction.

Associate Field Biologist - Rentokil PCI

(2023-04 - 2023-05)

• Served as the primary on-site point of contact for 2 national B2B clients (Mondelez & Parle) across 3+ facilities, building strong client relationships and ensuring smooth day-to-day service delivery.
• Conducted 15+ on-site inspections to identify operational risks, recommend corrective actions, and contribute to a 30% reduction in pest-related incidents, improving overall client satisfaction.
• Collaborated with client representatives and internal operations teams to resolve service concerns promptly, ensuring timely execution of agreed action plans.
• Maintained 100% compliance with safety, quality, and service standards during all client visits, strengthening customer confidence and supporting long-term business relationships.
• Demonstrated strong stakeholder management, problem-solving, and communication skills by addressing client requirements and providing regular service updates.

Rural Agricultural Work Experience (RAWE) - ITM University

(2022-07 - 2022-12)

• Built relationships with 50+ farming households by conducting 30+ field surveys to understand their challenges and recommend suitable agricultural solutions.
• Delivered 5 awareness and training sessions, addressing farmer concerns and improving the adoption of recommended farming practices by 15–20%.
• Developed strong interpersonal and consultative communication skills by engaging with diverse stakeholders and tailoring recommendations to individual needs.
• Worked independently across geographically dispersed communities, demonstrating adaptability, problem-solving, and effective relationship management.

MBA - Business Analytics - ITM University (2023 - 2025)

B.Sc. (Honours) - Agriculture - ITM University (2019 - 2023)