Deepanshu Swami

Customer Support Executive with 3+ years of experience in Customer Service, Payment Operations, Document Verification, Fraud Detection, Payment Verification, Financial Compliance, and Account Investigation. Proven track record of managing 50–60 customer interactions and resolving 30–40 support cases daily while maintaining a 95% SLA achievement, 90% productivity, 90%+ QA score, and 3-minute Average Handling Time (AHT). Skilled in customer issue resolution, account investigation, transaction verification, fraud prevention, compliance checks, escalation management, and cross-functional coordination.

Proficient in JIRA, Zoho CRM, Microsoft Excel, Google Sheets, and Outlook.

Executive Customer Support at IEnergizer IT Services Pvt Ltd (2025-07 – Present)

• Handle payment-related queries for roadside assistance service providers, ensuring accurate resolutions, smooth operations, and high-quality vendor support while maintaining 95% SLA adherence.
• Perform document verification, payment verification, fraud detection, financial compliance, and account investigation activities; resolve 30–40 tickets daily with a 3-minute AHT.
• Investigate payment discrepancies, validate high-risk payment requests, and conduct account reviews, contributing to an operational error rate below 5%.
• Manage escalated payment cases through JIRA, conduct case research, and collaborate cross-functionally to ensure timely resolution, regulatory compliance, and case closure.
• Handle supervisor-level calls and escalations in the absence of the supervisor/team lead, independently providing appropriate resolutions, and ensuring continuity of customer and vendor support.
• Train and coach new and existing agents on process knowledge, payment verification, case handling, system navigation, quality, and compliance standards; update contracts and onboarding documentation for newly onboarded providers.
• Achieve 97% productivity and 90%+ QA scores, while receiving 15–20 customer appreciations monthly for exceptional service and issue resolution.

Sr. Customer Support Executive at Bizgurukul.Pvt.Ltd (2022-12 – 2025-07)

• Delivered multichannel customer support for a Global EdTech organization through inbound/outbound calls, chat, email, and ticketing systems, handling diverse product and service-related queries.
• Managed 60+ customer interactions daily, resolving inquiries, complaints, account concerns, product issues, and escalations while meeting SLA, productivity, and quality standards.
• Conducted account research and investigation to validate customer information, identify root causes, and resolve complex customer cases within established service timelines.
• Handled and investigated fraud-related and account-related cases, coordinating cross-functionally to ensure appropriate resolution, policy compliance, and timely case closure.
• Supported customers with digital learning products, account management, company policies, troubleshooting, and service inquiries while providing clear guidance across multiple channels.
• Handled customer calls and escalations in the absence of the Team Lead, independently assessing complex concerns, providing appropriate resolutions, and maintaining service continuity.
• Trained and helped agents on customer handling, product and process knowledge, escalation management, communication standards, and effective use of support systems to improve operational readiness.

B.Com in Accounting – School of Open Learning SOL (2012)

12th in Commerce – National School of Open Learning