Open to opportunities

Paushali Bhanja

@paushalibhanja

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Customer service professional specializing in international banking, dispute management, and escalation handling.

India

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What I'm looking for

I am seeking a mid-level customer-facing role where I can handle escalations, improve client experience metrics, support team training, and contribute to process improvements in a collaborative, customer-centric environment.

I am a customer service professional with five years' experience in international banking, dispute management, and client engagement, known for driving high customer satisfaction and strong performance metrics. I have handled complex escalations, monitored KPI-driven quality improvements, and delivered personalized banking advice to international clients.

I have proven experience across global payments, sanctions processes, and vulnerable-customer support, and have contributed to team training, call-quality feedback, and process improvements. My background includes roles at Barclays and American Express, editorial and international support work, plus hospitality training that strengthened my client-facing and cross-departmental collaboration skills.

Experience

Work history, roles, and key accomplishments

Personal Banker (Voice)

Barclays Bank UK

Delivered personalized banking advice to international clients, enhancing customer satisfaction and handling complex account inquiries and vulnerable-customer escalations.

Customer Advisory International Banking Vulnerable Customers Escalation Management Communication & Compliance Client Experience

Industrial Trainee

ITC Sonar & ITC Royal Bengal

Completed cross-departmental hospitality training (Front Office, F&B, Food Production, Housekeeping) with high attendance and received performance appraisals.

F&B Service Food Production Housekeeping Customer Service

International Customer Support

NationalDiscoveryChannel.com

Provided international customer support and edited client content to meet requirements, contributing to client retention and upselling through effective communication.

Customer Support Content Editing Client Communication Upselling Documentation

Dispute Analyst

American Express

Investigated and resolved cardholder disputes in a pilot project, ensuring policy compliance and accuracy to minimize financial and reputational risk.

Dispute Resolution Payments & Compliance Investigation Risk Mitigation Documentation

Team Support Specialist

Barclays Bank UK

Handled escalation calls and monitored agent performance, improving resolution times and customer satisfaction; managed KPIs (AHT, adherence, NPS) and supported team training and call quality feedback.

Escalation Management AHT NPS Coaching Customer Support

Education

Degrees, certifications, and relevant coursework

Bharathiar University

Bachelor of Science, Hospitality Management

Grade: First Class with Distinction

Activities and societies: Consistently ranked 1st in English during school and college; 2nd Runner-Up – Inter-college Debate Competition, Jogesh Chandra Chaudhuri Law College.

Completed a B.Sc. in Hospitality Management with First Class and Distinction.