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Jasmeet Kaur Rajput

@jasmeetkaurrajput

Message

I lead customer service operations, improving CSAT, SLAs, escalations, and team performance across fintech and banking.

India

Message

At Paytm Money, I led 50+ in-house and vendor associates supporting 30,000+ monthly customer interactions, owning quality, SLA, and CSAT outcomes across shifts and geographies.

I improved CSAT and SLA performance by 5–10% through quality audits, real-time dashboards, and structured coaching. I also owned high-stakes escalations, redesigned SOPs for high-volume issues, and served as the SPOC between Paytm and Paytm Money.

Previously at Axis Bank, I managed end-to-end service for priority, NRI, and retail banking customers. I build trust through transparent communication, calm resolution of sensitive issues, and consistent follow-through.

Experience

Work history, roles, and key accomplishments

Team Lead → Junior Manager → Assistant Manager

Paytm Money

Dec 2021 - Feb 2026 (4 years 2 months)

Led a team of 50+ associates handling 30,000+ monthly customer interactions, improving CSAT/SLA by 5-10% through quality audits and coaching. Managed complex escalations and served as SPOC for cross-organizational queries.

Team Leadership Escalation Management CSAT SLA Quality Management AHT FCR Process Improvement SOP Design Vendor Management Freshdesk Salesforce Jira DevRev Excel Google Workspace

Priority Banking Relationship Manager / Customer Service Officer

Axis Bank Ltd.

Jun 2016 - Dec 2021 (5 years 6 months)

Managed end-to-end customer relationships for priority, NRI, and retail banking customers, resolving complaints within TATs. Consistently ranked among top performers and received national and regional recognition.

Customer Relationship Management Complaint Resolution Service Delivery Communication Skills Expectation Management Incentive Programs