Gaurav Panchal

Results-driven professional with 5+ years of experience in Customer Service, Sales, Quality Assurance, and Real Estate Sourcing. Skilled in customer relationship management, lead generation, quality audits, account onboarding, Salesforce CRM, and process improvement. Experienced in resolving customer queries, achieving sales targets, ensuring regulatory compliance, and collaborating with cross-functional teams to deliver exceptional customer experiences and business results.

Senior Customer Service Executive at Tata Capital Housing Finance Limited (2020-10 – 2024-04)

• Handled customer queries and requests through email communication using Salesforce CRM.
• Managed inbound and outbound customer calls to address complaints, concerns, and service-related queries.
• Assisted customers with loan charge waivers, account information, and resolution of financial service requests.
• Achieved defined performance metrics, including Net Promoter Score (NPS) and customer satisfaction targets.
• Coordinated with Operations, Banking, Insurance, Retention, Backend, and Technical teams to ensure timely issue resolution.
• Maintained a high standard of customer service through effective communication, problem-solving, and negotiation skills.
• Guided and educated customers on company websites, products, processes, procedures, and available services.
• Handled customer follow-ups proactively to ensure complete and satisfactory resolution of cases.
• Prepared and managed case records, documentation, and service requests within internal systems.
• Collaborated effectively with team members to achieve individual and team KPIs and business objectives.
• Supported team members in resolving complex customer issues and maintaining service quality standards.
• Ensured compliance with company policies, service guidelines, and data confidentiality requirements.

Quality Analyst at Nanex Tech Solutions Private Limited (2024-05 – 2025-06)

• Monitored INBOUND & OUTBOUND CALLS to evaluate customer interactions and service quality.
• Assessed calls for TONE, EMPATHY, ACCURACY, COMPLIANCE, AND PROFESSIONALISM while ensuring adherence to company policies.
• Identified performance gaps, conducted QUALITY AUDITS, and provided actionable feedback to improve agent performance.
• Collaborated with OPERATIONS, TRAINING, AND MANAGEMENT TEAMS to enhance processes and customer experience.
• Prepared QUALITY REPORTS, maintained DATA CONFIDENTIALITY, and escalated HIGH-RISK OR NON-COMPLIANT cases.

Sourcing Manager at Samrin Heritage (2025-07 – 2026-01)

• Sourced RESIDENTIAL & COMMERCIAL PROPERTIES through market research and property evaluations.
• Built relationships with DEVELOPERS, BROKERS, CHANNEL PARTNERS, AND PROPERTY OWNERS to generate business opportunities.
• Conducted SITE VISITS, negotiated commercial terms, and supported successful deal closures.
• Coordinated with LEGAL, SALES, AND CRM TEAMS while ensuring compliance with RERA GUIDELINES.
• Managed MIS REPORTS, SOURCING TRACKERS, CRM DATA, and achieved monthly sourcing and closure targets.

Sales Executive – Demat Account Opening at 5Paisa Capital Ltd. (2026-02 – 2026-06)

• Handled INBOUND & OUTBOUND CUSTOMER CALLS for DEMAT ACCOUNT OPENING and KYC VERIFICATION.
• Generated and converted LEADS while educating customers on DEMAT, TRADING ACCOUNTS, MUTUAL FUNDS, AND INVESTMENT PRODUCTS.
• Assisted with ONLINE APPLICATIONS, E-SIGN PROCESSES, DOCUMENT UPLOADS, and ensured compliance with SEBI and KYC guidelines.
• Maintained customer records in CRM SYSTEMS, coordinated with backend teams, and resolved account-related queries.
• Delivered excellent CUSTOMER SERVICE while achieving SALES TARGETS, KPIs, and BUSINESS OBJECTIVES.

Higher Secondary Certificate in H.S.C. – Maharashtra State Board of Higher Secondary Education (2016-03)

Secondary School Certificate in S.S.C. – Maharashtra State Board of Secondary Education (2014-03)