Neha jaiswal

Customer Assist – International Voice Process

Genpact India Pvt. Ltd.

July 2023 – November 2025 · Gurgaon

Handled 80–100 inbound calls/day from Australia-based customers regarding overdue credit card payments. Achieved 95%+ customer satisfaction (CSAT) by delivering effective and empathetic resolutions. Maintained 90%+ adherence and consistently met quality/compliance benchmarks. Assisted customers with Latitude Credit Card & Pay Later services. Supported customers facing financial hardship, improving repayment engagement. Educated customers on hardship programs and payment options.

Customer Support Executive – Domestic NBFC Blended Process

Arcis Pvt. Ltd.

October 2021 – March 2022

Managed 70–90 customer interactions/day (calls + backend support). Resolved 95% of loan-related queries within SLA timelines. Handled loan foreclosure, closure & NOC issuance with high accuracy. Improved turnaround time by ensuring proper documentation and follow-ups. Maintained high compliance and audit standards.

Customer Support Executive – Domestic Voice Process

Globiva Services Pvt. Ltd.

February 2021 – August 2021

Handled 60–80 inbound calls/day related to CPP Insurance services. Achieved high first call resolution (FCR) in card blocking & fraud cases. Assisted customers in urgent scenarios (lost/stolen cards) with quick response time. Maintained calm and professional communication in high-stress situations. Consistently met quality and call handling KPIs.

Career Break

December 2025 – Present

Medical recovery following a road accident. Now fully recovered and ready to resume professional responsibilities with full commitment.