Urmila P

Customer-focused support professional with experience managing high-volume omnichannel interactions (calls, email, chat) across compliance-driven (KYC, QC audits) and presales environments. Skilled at building trust with clients, resolving issues quickly, and guiding customers through onboarding to drive product adoption and satisfaction. Proficient across leading CRM platforms (Salesforce, Zoho, HubSpot), with strong documentation habits and a proactive, solutions-first mindset.

Comfortable working night shifts and collaborating cross-functionally with Product and Billing teams to close out customer issues end-to-end.

Presales Senior Executive - Vestian Global Services

(2026-03)

• Serve as the first point of contact for international (Dubai real estate) clients, handling inbound and outbound interactions and qualifying leads to support client growth.
• Resolve client queries proactively through structured, timely follow-ups, ensuring a positive and consistent customer experience.
• Liaise between prospective clients and internal teams to move inquiries through the funnel and ensure timely delivery of information and solutions.
• Maintain 100% accuracy in CRM records, tracking customer interactions and follow-ups to support data-driven decision-making.
• Build and nurture long-term client relationships through open, empathetic communication, improving engagement and retention.

Customer Support – QC Call Audit & KYC Verification - Zerodha Broking Limited

(2019-11 - 2025-09)

• Managed high-volume customer support across phone, email, and live chat, resolving queries swiftly while maintaining strong satisfaction scores.
• Guided customers end-to-end through account opening, documentation, and onboarding, simplifying technical/compliance steps into clear guidance.
• Conducted QC audits on support interactions to monitor service quality, accuracy, and adherence to standards, feeding insights back for process improvement.
• Performed KYC verification and documentation checks, ensuring regulatory compliance and data integrity on every account.
• Tracked issues and customer interactions within Salesforce, Zoho, and HubSpot, maintaining clear documentation for audit and handoff purposes.
• Partnered with internal teams to escalate and resolve complex cases, contributing to continuous improvement of support processes.

Bachelor of Commerce - B.Com. - CV Raman University (2015-01 - 2017-01)