Ananya Gupta

I’m a customer-centric professional with over 3 years of experience in high-growth environments, including Kotak Mahindra Bank, HDFC, and Tech Mahindra. I combine fraud investigation, risk analysis, and customer handling to deliver dependable outcomes in high-stakes situations.

At Kotak Mahindra Bank, I lead fraud investigations for fraudulent credit card and account activities, review and escalate high-risk transactions using fraud models and thresholds, and manage complex fund transfer and card activation inquiries through inbound and outbound channels. I also identify upselling opportunities for banking products and handle high-priority complaints with empathy, ensuring 100% satisfactory resolution.

Earlier, as an Associate Customer Support with Tech Mahindra (Flipkart process), I resolved order and logistics inquiries via phone and email and consistently maintained an average 85% customer satisfaction (CSAT) rating. I also contributed to team training sessions to share best practices for complex customer scenarios.

I’m now seeking a Customer Experience Executive role where I can leverage my conflict de-escalation, communication, and fraud management strengths to improve CSAT, protect customers, and drive measurable service and growth results.