Open to opportunities

HIREN UPADHYAY

@hirenupadhyay

Message

I deliver empathetic, multi-channel customer support with 20+ years and 95%+ CSAT.

India

Message

What I'm looking for

I’m seeking entry-level remote Customer Support / Chat Support / Customer Service roles paying in USD with global companies—where I can deliver multi-channel support, meet SLAs, and help clients succeed through clear communication and CRM-driven follow-ups.

I’m a customer-focused professional with 20+ years of client-facing experience in relationship management, query resolution, and multi-channel communication across banking, insurance, and EdTech. I’m known for handling high volumes of client interactions via phone, email, and chat with empathy, professionalism, and consistently high customer satisfaction scores (95%+).

Since Apr 2018 as a Client Relations & Support Manager (Independent Consultant), I’ve managed end-to-end support for 100+ international education clients across multiple time zones. I handle inbound tickets within defined SLAs, maintain detailed client records in HubSpot and LeadSquared, reduced average query resolution time by 40% through standardized processes, and achieved 95%+ visa approval success through accurate documentation guidance.

Earlier, I served as a Senior Client Service Manager for the HNI segment at HDFC Bank (200+ high-value clients), maintaining zero-error transaction processing and 100% KYC compliance, while improving year-over-year client retention by 20%. I also led client servicing operations at Bharti AXA Life Insurance and managed branch client operations at Tata AIA Life Insurance, bringing a service-first mindset, strong written communication, and CRM-first discipline to every interaction.

Experience

Work history, roles, and key accomplishments

Current

Client Relations & Support Manager

Current

Eduabroad Academy

Apr 2018 - Present (8 years)

Managed end-to-end support for 100+ international education clients across phone, email, and chat, achieving 95%+ customer satisfaction. Reduced average query resolution time by 40% through process improvements and standardized documentation/templates.

Customer Support Live Chat Support SLA Management Client Relationship Management HubSpot Documentation

Senior Client Service Manager

HDFC Bank Ltd

Jun 2011 - Jan 2018 (6 years 7 months)

Served as primary point of contact for 200+ HNI clients, resolving complex banking queries across accounts, investments, KYC, and transactions via in-person, phone, and email. Increased year-over-year client retention by 20% and exceeded cross-service targets by 15–20% per quarter.

Client Relationship Management KYC Compliance Transaction Support Complaint Resolution Customer Retention Banking Operations

Area Sales Manager

Bharti AXA Life Insurance

Nov 2009 - Jun 2011 (1 year 7 months)

Managed servicing operations for 300+ policyholders, including renewals, claim queries, policy changes, and complaint resolution. Led a team of 35 across West India, monitoring response times and quality/resolution performance to maintain consistent service delivery.

Client Servicing Renewals Claims Support Complaint Resolution Team Leadership Territory Management Quality Assurance Process Improvement

Branch Head - Client Ops

Tata AIA Life Insurance

Jul 2007 - Nov 2009 (2 years 4 months)

Directed client operations for a branch supporting 240+ financial advisors, ensuring service quality, complaint resolution, and policy support. Earned Excellence in Client Service in consecutive years for operational performance and customer satisfaction.

Client Operations Complaint Resolution Advisor Portfolio Support Operations Leadership Customer Satisfaction Process Oversight Continuous Improvement

Medical Representative

GlaxoSmithKline (GSK)

Jan 2000 - Jun 2006 (6 years 5 months)

Built and maintained relationships with 150+ healthcare professionals by providing product information and resolving queries through in-person territory support. Won the STAR Award for highest client satisfaction nationwide and territory management excellence.

Product Query Resolution Relationship Building Sales Enablement