Pooja Baghzai

Dynamic and customer-focused professional with extensive experience in customer support and service operations across fast-paced B2B and B2C environments. Demonstrates strong expertise in customer issue resolution, account support, transaction assistance, and service escalation handling, with a proven ability to deliver timely and accurate solutions while maintaining high customer satisfaction. Highly adaptable and committed to customer-centric service delivery, process improvement, and adherence to organizational policies and service standards.

Skilled in collaborating with cross-functional and international teams to enhance customer experience, streamline workflows, and reduce resolution turnaround times. Experienced in handling sensitive customer interactions, maintaining data confidentiality, and supporting compliance-driven processes within fintech and regulated environments. Adept at preparing customer support documentation, contributing to knowledge bases, conducting process training, and supporting continuous service improvements.

Recognized for empathy, resilience, critical thinking, and problem-solving, with consistent success in managing high-volume support queues, complex customer concerns, and priority escalations. Committed to delivering exceptional customer experiences while operating effectively in dynamic and high-pressure support environments.

International support - Teleperformance - Bangalore, India

(2021-03 - 2022-03)

• Delivered high-quality international customer support across multiple regions by handling customer inquiries related to accounts, transactions, payments, and service issues via email, chat, and voice channels.
• Investigated and resolved customer-reported issues by reviewing account activity and transaction data, ensuring accurate, timely, and customer-friendly resolutions in line with global SLAs.
• Identified and escalated potential fraud, account security, and transaction anomalies to relevant teams while keeping customers informed throughout the resolution process.
• Maintained clear and professional communication with international customers, demonstrating cultural sensitivity and empathy in complex or high-pressure situations.
• Supported global customer onboarding and verification processes, ensuring compliance requirements were met without compromising customer experience.
• Collaborated with cross-functional and geographically distributed teams to resolve complex cases, improve resolution turnaround times, and enhance overall service quality.
• Documented customer interactions, case actions, and resolutions accurately to support audits, reporting, and continuous process improvement.
• Coordinated with international banks, payment partners, and third-party service providers to support dispute resolution, chargeback handling, and transaction follow-ups.

Customer support, blended - Reliance Jio Infocom LTD. - Bangalore, India

(2022-04)

• Delivered non-voice international customer support via email, chat, and ticketing platforms, handling customer inquiries related to accounts, transactions, payments, and service issues with accuracy and professionalism.
• Investigated and resolved customer-reported issues by reviewing account activity, transaction records, and system data, ensuring clear, written resolutions aligned with global SLAs and internal policies.
• Identified and escalated account security concerns, potential fraud indicators, and transaction discrepancies to relevant teams while maintaining transparent written communication with customers.
• Demonstrated strong written communication skills, providing empathetic, concise, and culturally appropriate responses to international customers across multiple regions.
• Supported customer onboarding and verification processes (KYC/CDD) through document review and written follow-ups, ensuring a smooth and compliant customer experience.
• Collaborated with cross-functional and globally distributed teams to resolve complex cases, reduce backlog, and improve first-contact resolution in non-voice channels.
• Maintained accurate case documentation and customer interaction logs to support audits, reporting, and continuous service improvement initiatives.
• Coordinated with external banks, payment partners, and third-party vendors through written communication to support dispute handling, transaction follow-ups, and issue resolution.
• Ensured strict compliance with data privacy, confidentiality, and information-security standards while handling sensitive customer and financial data.

Bachelor Of Economics - Economics - Sarojini Naidu Govt. Girls PG Autonomous College (2020-07 - 2023-08)