Syed Sunny

Dedicated and results-driven Customer Support Executive with over 6 years of experience in banking, insurance, and BPO operations. Skilled in voice, non-voice chat, and email support, customer relationship management, problem resolution, and maintaining high quality standards. Seeking a challenging opportunity to leverage my expertise, contribute to organizational success, and grow professionally while delivering exceptional customer service.

Customer Support Associate - KARVY DIGIKONNECT PVT. LTD.

(2019-04 - 2020-01)

Process:- Sales Process(Coca Cola Brand)

• Handled outbound calls with retailers, distributors, and business customers.
• Promoted and explained Coca-Cola products, offers, schemes, and sales promotions.
• Generated sales leads and converted potential customers into regular buyers.
• Took product and order requirements from retailers/customers and updated them in the system.
• Followed up with customers regarding pending orders, deliveries, and product availability.
• Maintained strong relationships with retailers and customers to encourage repeat orders.

Customer Support Associate - TELEPERFORMANCE GLOBAL BUSINESS PVT.LTD.

(2021-07 - 2023-06)

Process:- Kotak Credit Card

• Handled outbound calls for Kotak credit card sales and customer acquisition.
• Explained credit card features, benefits, eligibility criteria, fees, rewards, and applicable offers to customers.
• Generated leads and converted prospective customers into credit card applications.
• Conducted customer need analysis to recommend suitable credit card products.
• Verified basic customer information and ensured accurate collection of application details.
• Assisted customers throughout the credit card application and onboarding process.
• Explained important terms and conditions, charges, billing cycles, and repayment-related information clearly.
• Handled customer objections related to annual fees, interest rates, eligibility, documentation, and card benefits.

Operations Customer Expert II - TELEPERFORMANCE GLOBAL BUSINESS PVT. LTD.

(2023-07 - 2026-08)

Process:- State Bank Of India- SPA (Voice and Non Voice)

• Handled inbound customer calls and email queries related to SBI banking products and services.
• Assisted customers with account enquiries, fund transfers, debit/credit card services, internet banking, mobile banking, UPI, and transaction-related issues.
• Verified customer identity using authentication procedures before sharing account information.
• Resolved customer complaints and service requests while ensuring First Call Resolution (FCR) wherever possible.
• Responded to customer emails professionally within the defined turnaround time (TAT), ensuring accurate and complete resolutions.
• Guided customers on digital banking services and promoted self-service channels for faster assistance.
• Registered and tracked service requests, complaints, and escalations through the CRM/ticketing system.
• Maintained complete confidentiality of customer information and complied with RBI guidelines, bank policies, and data security standards.
• Coordinated with internal departments for faster resolution of complex customer issues.
• Achieved key performance indicators (KPIs) such as Quality Score, Customer Satisfaction (CSAT), Average Handle Time (AHT), Productivity, Adherence, and Service Level.

B.Tech - CSE - EDUCATION SRI REVANA SIDDESHWARA INSTITUTE OF TECHNOLOGY (2018)

ISC - BSK COLLEGE JHARKHAND (2012)

ICSE - SEVENTH DAY ADVENTIST DAY SCHOOL (2010)