Vishal Soni

Motivated Sales & Customer Experience professional transitioning from BFSI and e-commerce support into client-facing revenue roles, with hands-on exposure to banking services, digital payments, and customer lifecycle management. Leveraged customer support experience at Flipkart and BFSI role-plays to convert service interactions into cross-sell opportunities, improve customer satisfaction scores, and build repeat engagement across diverse customer segments. Skilled in consultative communication, needs analysis, objection handling, and documentation, with a strong foundation in KYC, UPI, and digital banking workflows relevant to sales roles in BFSI and fintech.

Customer Support and upselling Executive - Flipkart

• Drove customer retention by resolving order, payment, return, and refund issues within first contact in at least 80% of cases, reducing repeat queries and supporting higher customer satisfaction scores for the team.
• Converted service calls into sales opportunities by proactively recommending relevant products (up-sell and cross-sell), aiming to influence at least 5-10 additional product recommendations per day based on customer purchase history and browsing patterns.
• Improved resolution efficiency by following structured call-handling scripts, clarifying customer needs within 2-3 probing questions, and documenting interactions in CRM tools to reduce handling time and maintain high service quality.
• Strengthened team performance by sharing recurring customer pain points and feedback with supervisors weekly, enabling targeted process improvements that aimed to lower order-related complaints by a measurable margin.

Banking Operations & Customer Service Internship - PW Skills

(2026)

• Simulated end-to-end sales conversations for banking products (savings accounts, debit cards, UPI/Net banking), using structured need-analysis questions to identify at least 2-3 suitable products per customer scenario.
• Executed KYC verification and net-banking activation accurately to support customer onboarding, aiming for 100% compliance with KYC/AML checklists while maintaining a smooth, trust-building client experience.
• Practiced objection handling by addressing customer concerns about fees, digital safety, and product features, using simple benefit-focused explanations to increase acceptance of recommended products in role-plays.
• Collaborated in team role-plays to manage branch-level customer queues efficiently, prioritizing high-value queries and targeting minimal waiting times to preserve satisfaction and potential for future cross-sell conversations

Certification Program - Banking Services, Finance & Insurance (BFSI) - PW Skills (2026)

Bachelor of Arts - B.A. - Dr. Bhim Rao Ambedkar University, Agra

Diploma - Computer Applications - Hathras (2018)