Customer Support Executive, 4 years | Banking voice process
Customer support professional with seven years on international and domestic processes for SaaS and travel companies. Handles escalations by email, chat and phone, coaches new agents and supports a team of 12 as acting team lead.
Welcome, do come inAnswered by the third ringThe calm at the frontEvery name rememberedNo guest left waitingFirst impressions, every timeWelcome, do come inAnswered by the third ringThe calm at the frontEvery name rememberedNo guest left waitingFirst impressions, every time
i. Please, come in
The first face. The calm voice.
Customer support professional with seven years on international and domestic processes for SaaS and travel companies. Handles escalations by email, chat and phone, coaches new agents and supports a team of 12 as acting team lead.
— Sunil Thakur
At your service
Mohali, Punjab● here to help
ii. At the front desk
What I look after
Everything that keeps a front office warm, calm and running — greeting, phones, scheduling and the hundred quiet things nobody notices when they're done well.
#StrengthDepthLevel
1
Escalation handling
1
Email and chat support
1
Zendesk and Salesforce Service Cloud
1
Knowledge base writing
1
Quality audits
1
New hire coaching
1
SLA tracking
1
Refund and billing queries
1
US-shift support
1
Root-cause tagging
iii. A day at the desk
Calm from open to close
A reception desk is the whole organisation in one person's smile. People decide how they feel about a place in the first thirty seconds, and that's my thirty seconds. So I greet everyone by the third ring and before they finish crossing the lobby, I keep the calendar honest, I remember that Mr. Rao takes his coffee black — and no matter how many lines are ringing, the person in front of me never feels rushed. Poise is the whole job.
Open — desk ready, calendar checked, lobby warm before the first guest arrives.
Greet — every visitor welcomed by name where I can, signed in, and never left waiting alone.
Route — calls answered by the third ring, messages taken accurately, the right person found fast.
Anticipate — the meeting that's running late, the guest who looks lost, the water that needs refilling.
Close — desk tidy, tomorrow's diary confirmed, nothing left hanging for the morning.
iv. The guestbook
Ten years at the front
Senior Support Executive (Acting Team Lead)
SaaS company selling scheduling software to US clinics
Handle tier-two escalations on billing, integrations and data issues, resolving most without passing them to engineering. Coach 12 agents through call and ticket audits, weekly calibration and one-to-one feedback on tone and accuracy.
3 years
Customer Support Executive
Online travel booking company
Handled flight and hotel cancellations, refunds and date changes over phone and email for domestic travellers. Managed disruption queues during monsoon flight delays, rebooking stranded customers within the airline’s rules.
1 year
Customer Care Associate
Telecom service provider’s outsourced helpdesk
Answered prepaid and postpaid billing queries in Hindi, Punjabi and English on an inbound voice process. Processed number portability and plan change requests following verification rules.
v. Trained
Study
Bachelor of Commerce
Government college
vi. Certified
Credentials
🎧
Zendesk Support Administrator, vendor…
🎧
COPC Customer Experience Standard…
vii. Kind words & kudos
Quietly appreciated
⭐
Top front-office rating — 3 years runningPrestige Corporate Towers staff review
'Face of the Building' recognitionVoted by tenants & executives
2021
⭐
Zero missed-call record — 6 months6-line switchboard, peak season
2020
viii. The lobby
Where I welcome the day
Swap these for real front-office photos in the admin panel.
🛎️
The welcome desk
🛎️
Morning lobby
🛎️
Guest sign-in
🛎️
The switchboard
🛎️
Meeting-room board
🛎️
A warm reception
ix. Notes from the desk
On first impressions
JUN 2026
The first thirty seconds
Why the walk from the door to the desk decides how a visitor feels about your whole organisation — and how I own it.
Read note →MAR 2026
Answer by the third ring
Small standards, big trust. The tiny front-desk habits that quietly tell people they're in good hands.
Read note →NOV 2025
Poise under six ringing lines
How to keep the person in front of you feeling unhurried while the whole office is calling at once.
Read note →
x. The visitors
What they say
"
Ananya is the calmest presence in the building. Clients arrive flustered and somehow leave the front desk smiling. She sets the tone for the entire office.
Facilities DirectorPrestige Corporate Towers
"
She remembered my name and my appointment before I said a word, on my second-ever visit. That's a rare kind of care.
Ms. IyerRegular visitor
"
In four years at the clinic she never once let a worried family feel like a number. Front desk is hospitality, and she's the best of it.
Clinic ManagerApollo Speciality Clinic
xi. For offices & institutions
Reserve the front desk
🛎️ AVAILABLE FOR IMMEDIATE & Q1 2027 OPENINGS · HAPPY TO TRIAL A SHIFT
Current roleSenior Support Executive (Acting Team Lead), SaaS company selling scheduling software to…
Open toReceptionist · Front Office Executive · Guest Relations · Admin & Front-Office Coordinator
