Gopi Deb

Result-oriented Senior Support Professional with overall 12 years of experience in Application Support, Operations Monitoring, and Customer Service across BPO, banking, and financial sectors. Proven expertise in real-time system monitoring, incident management, triage and multi-channel customer support (email, voice, app reviews).

Sr. Support Associate - Tech Mahindra

(2017-08 - 2024-01)

• Monitored system dashboards and applications to ensure high availability and optimal performance.
• Identified, logged, and tracked application incidents; performed initial triage to determine severity and impact.
• Channelled critical issues to internal technical teams or external vendors based on the defined escalation matrix.
• Generated performance and analytical reports for new application version launches.
• Managed multi-channel support via emails, calls, and developer play console app review management.

Customer Support Associate (UTI Mutual Fund) - Aegis Pvt Ltd

• Managed customer investment portfolios and resolved technical mutual fund queries.
• Executed backend document verification and handled outbound collections.
• Drove revenue through the upselling of financial products.

Customer Support Associate (Axis Bank) - First source Solutions Ltd

• Handled inbound queries regarding Credit, Debit, and Travel cards, including emergency hot listing (lost/stolen reports).
• Educated customers on billing cycles, card benefits, and active promotional offers.

Customer Support Associate (Idea Telecom) - Minacs Ltd

• Managed billing queries, prorate charges, and roaming details for corporate accounts.
• Resolved high-level customer escalations and executed customer retention strategies.

Customer Support Associate (Reliance Global Call) - Vertex Pvt Ltd

• Resolved international calling queries and improved revenue metrics by upselling higher recharge plans.

Bachelor of Commerce - B. Com