About
Entry-level Escalation & Customer Support Analyst with an MBA in Business Intelligence & Analytics and practical exposure to KYC, fraud analysis, customer case handling, and compliance operations across Banking and Telecom domains. Experienced in managing escalated cases, handling offline queues within defined SLAs, tracking escalation trends for reporting, and coordinating cross-functionally to ensure timely and effective resolution of customer issues. Skilled in customer communication, documentation review, incident tracking, and proactive problem-solving, with the ability to work confidently under pressure while delivering structured, customer-centric solutions.
Skills & Expertise (16)
Work Experience
Customer Service Advisor
24.7 AI
Jun 2022 - Sep 2022
Handled inbound and escalated customer queries related to account security concerns, fraud alerts, SIM swap cases, identity theft, and service-related issues. Managed high-priority escalation cases, ensuring prompt, effective, and customer-focused resolution within defined SLA timelines. Provided data-backed insights to support compliant plan upgrades and customer retention.
Banking Operations
HDFC Bank
Feb 2025 - Sep 2025
Analyzed customer and transaction data while performing KYC, CDD, and EDD for 150+ retail, corporate, and HNW clients to support compliance and risk analytics. Collaborated cross-functionally with compliance, operations, credit card servicing, and risk teams to ensure seamless resolution of escalated cases. Handled offline case queues through CRM systems, maintaining structured case tracking and ensuring resolution within 48-hour service timelines.
Market Research Intern
Snackit
Feb 2024 - May 2024
Conducted market research and market intelligence analysis for the automated retail sector. Evaluated 6 competitors across pricing, financial ratios, and market positioning using SWOT, PESTEL, and competitive benchmarking. Converted research data into structured insights and presentations to support strategic decision-making.
Education
MBA – Business Intelligence & Analytics - ICFAI Business School
2023 - 2025 · Afghanistan
Bachelor of Commerce (B.Com) - Ramaiah University of Applied Sciences
2019 - 2022 · Afghanistan
Certifications
Data Analytics Essential Course
· 2025
