Tilak Pandey

About Tilak Pandey

Experienced professional with 5+ years across diverse domains, including content…

Experience

1. Kyc Specialist

   Full Potential Solutions

   Apr 2025 — Present · Pune, IN

   Working in a high-performance customer experience environment, I handle end-to-end inbound/outbound calls, emails, and live chats across global regions. I specialize in KYC verification, remittance-related queries, and ensuring a seamless onboarding and support process.Key Responsibilities & Achievements: • Delivering personalized customer support with a consistent focus on client satisfaction and retention • Performing thorough Root Cause Analysis (RCA) to identify and address recurring issues • Maintaining CSAT scores consistently above [90%+] through effective communication and resolution handling • Ensuring high quality audit scores by strictly adhering to compliance and process guidelines • Managing optimal AHT (Average Handling Time) and TRT (Total Resolution Time) to meet and exceed SLA targets • Supporting customers with KYC documentation, account verification, and remittance assistance while ensuring regulatory complianceTools & Platforms Used: • Salesforce (CRM) for case/ticket management and customer tracking • Slack for internal coordination and cross-functional communication • Email and chat platforms for multichannel support • Knowledge bases and SOPs to ensure accurate and consistent responsesThis role has strengthened my ability to multitask in a deadline-driven environment, maintain performance metrics, and ensure a world-class customer experience for clients globally.

Skills

• Marketing
• English
• Human Resources
• Microsoft Office
• Microsoft Word
• Business Development
• Customer Service
• Management
• Teamwork
• Team Management
• Technical Recruiting
• Creative Writing
• Talent Acquisition
• Microsoft Excel
• Crm
• Leadership
• Outlook