Open to opportunities

Pawan Pawar

@pawanpawar

Senior customer service leader in BFSI, I optimize processes, resolve fraud and compliance disputes, and improve SLA and QA outcomes.

India

Message

What I'm looking for

I’m looking to lead customer service and process-improvement initiatives in BFSI—driving compliant, root-cause dispute resolution, SLA consistency, and measurable QA improvements through data-backed workflows and cross-functional collaboration.

I’m a results-driven BFSI professional with extensive experience in customer service management and compliance-led process optimization. I lead client-facing operations, improve operational workflows, and focus on maintaining strong service standards and retention metrics.

I’m known for tracing root causes behind complex compliance and fraud inquiries, resolving escalations with exceptional diplomacy, and coordinating across organizational layers to reach definitive outcomes. I also review and validate highly sensitive records to ensure alignment with corporate policies and dynamic financial regulations.

In my recent roles, I’ve mapped multi-tier customer interactions for internal reporting and third-party audit readiness, while partnering with outsourcing stakeholders to maintain SLA parity during peak volumes. I use Salesforce Service Cloud, JIRA, and productivity tools to keep data accurate, reduce turnaround times, and strengthen QA benchmarks.

Experience

Work history, roles, and key accomplishments

Process Expert

Provana

Dec 2025 - Mar 2026 (3 months)

Managed workflow optimization projects and compliance-driven service desk operations with a focus on procedural accuracy. Engaged clients to identify process gaps, validated sensitive records for policy and regulatory alignment, and resolved partner/client complaints through defined escalation paths.

Process Optimization Customer service management Complaints Management Regulatory Compliance Escalation Management Quality Assurance (QA)Service Desk Operations Client Engagement Stakeholder Relations Root Cause Analysis Audit Readiness

Senior Customer Support Associate

TaskUs India Private Limited

Jun 2022 - Sep 2025 (3 years 3 months)

Directed multi-channel customer support for banking product ecosystems, focusing on root-cause dispute investigations, compliance workflows, and regulatory disputes. Analyzed redemption failures and fraudulent exposure for Netspend Bank prepaid and gift card products, coordinated with outsourcing partners to maintain SLAs, and used Salesforce Service Cloud and JIRA to improve data accuracy and QA