Pooja Baghzai

I’m a customer support professional who delivers timely, accurate resolutions in fast-paced B2B and B2C environments. I handle customer inquiries across email, chat, and voice channels, focusing on accounts, transactions, payments, and service issues while maintaining high customer satisfaction.

In my roles with Teleperformance and Reliance Jio, I investigated and resolved issues by reviewing account activity and transaction data, aligning my responses to global SLAs and internal policies. I escalated potential fraud, account security, and transaction anomalies to the right teams, keeping customers informed throughout the resolution process with empathy and cultural sensitivity.

I also support compliance-driven workflows, including customer onboarding and verification (KYC/CDD), document review, and written follow-ups. I maintain clear case documentation and audit-ready records, contribute to knowledge bases and continuous improvements, and coordinate with banks, payment partners, and third-party vendors for dispute resolution and chargeback handling—while strictly protecting data privacy and confidentiality.