Sagar Kumar
@sagarkumar5
Customer Support Executive specializing in US onboarding voice processes and KPI-driven issue resolution.
IndiaWhat I'm looking for
I’m a Customer Support Executive with 2+ years of experience in banking and international voice processes, focused on end-to-end onboarding and high-quality customer support. I handle documentation verification, background coordination, and system access provisioning for US-based employees and contractors.
I deliver real-time voice support, resolve onboarding-related escalations, and ensure SLA compliance with 98%+ accuracy while maintaining strong CSAT and 98% First Call Resolution. I also collaborate with HR, IT, and compliance teams, mentor new joiners, and continuously improve call resolution strategies.
Experience
Work history, roles, and key accomplishments
Level 2 Customer Support
Cogent E-Services Pvt. Ltd.
May 2024 - Sep 2025 (1 year 4 months)
Provided inbound and outbound Level 2 banking voice support for national and international customers in an Axis Bank process. Resolved complex account/transaction and digital banking issues, maintaining 95%+ CSAT and achieving 98% first call resolution while reducing average handling time and mentoring new joiners.
Customer Support Executive
Handled end-to-end onboarding for US-based employees and contractors, verifying documentation, coordinating background checks, and provisioning system access. Delivered US voice support for offer/compliance/joining formalities, resolving escalations while ensuring SLA compliance with 98%+ accuracy.
Education
Degrees, certifications, and relevant coursework
Deenbandhu Chhotu Ram University of Science & Technology
B.Tech
2018 - 2022
Earned a B.Tech from Deenbandhu Chhotu Ram University of Science & Technology from 2018 to 2022.
Puran Murti College of Engineering
Diploma in CSE, Computer Science Engineering (CSE)
2016 - 2018
Completed a Diploma in CSE at Puran Murti College of Engineering from 2016 to 2018.
Royal College of Science & Technology
+2 Science, Science
Completed +2 Science at Royal College of Science & Technology.
Panchayat High School Kasananta
Completed high school at Panchayat High School Kasananta.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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