Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am Poonam Verma, a Senior Copywriter and Content Strategist with 10+ years of cross-industry experience spanning FinTech, customer experience, finance, and academia. I design CX transformations, including launching a FinAI chatbot and migrating customer support from LiveChat to Intercom, reducing handling time and boosting first-contact resolution by 25%. I blend creative storytelling with data-driven strategy, am a published author and patent contributor, and I am currently pursuing a Ph.D. in Finance. I design scalable content ecosystems—FAQs, guides, and automated workflows—while delivering multi-channel campaigns and training materials. I also mentor teams to improve on-brand content quality and consistency, highlighted by raising content accuracy from 78% to 95% in three months.…I am Poonam Verma, a Senior Copywriter and Content Strategist with 10+ years of cross-industry experience spanning FinTech, customer experience, finance, and academia. I design CX transformations, including launching a FinAI chatbot and migrating customer support from LiveChat to Intercom, reducing handling time and boosting first-contact resolution by 25%. I blend creative storytelling with data-driven strategy, am a published author and patent contributor, and I am currently pursuing a Ph.D. in Finance. I design scalable content ecosystems—FAQs, guides, and automated workflows—while delivering multi-channel campaigns and training materials. I also mentor teams to improve on-brand content quality and consistency, highlighted by raising content accuracy from 78% to 95% in three months.

Poonam Verma

Copywriter, Content Strategist, Writer, +5





I am Poonam Verma, a Senior Copywriter and Content Strategist with 10+ years of cross-industry experience spanning FinTech, customer experience, finance, and academia. I design CX transformations, including launching a FinAI chatbot and migrating customer support from LiveChat to Intercom, reducing handling time and boosting first-contact resolution by 25%. I blend creative storytelling with data-driven strategy, am a published author and patent contributor, and I am currently pursuing a Ph.D. in Finance. I design scalable content ecosystems—FAQs, guides, and automated workflows—while delivering multi-channel campaigns and training materials. I also mentor teams to improve on-brand content quality and consistency, highlighted by raising content accuracy from 78% to 95% in three months.…I am Poonam Verma, a Senior Copywriter and Content Strategist with 10+ years of cross-industry experience spanning FinTech, customer experience, finance, and academia. I design CX transformations, including launching a FinAI chatbot and migrating customer support from LiveChat to Intercom, reducing handling time and boosting first-contact resolution by 25%. I blend creative storytelling with data-driven strategy, am a published author and patent contributor, and I am currently pursuing a Ph.D. in Finance. I design scalable content ecosystems—FAQs, guides, and automated workflows—while delivering multi-channel campaigns and training materials. I also mentor teams to improve on-brand content quality and consistency, highlighted by raising content accuracy from 78% to 95% in three months.

Available to hire

I am Poonam Verma, a Senior Copywriter and Content Strategist with 10+ years of cross-industry experience spanning FinTech, customer experience, finance, and academia. I design CX transformations, including launching a FinAI chatbot and migrating customer support from LiveChat to Intercom, reducing handling time and boosting first-contact resolution by 25%. I blend creative storytelling with data-driven strategy, am a published author and patent contributor, and I am currently pursuing a Ph.D. in Finance.

I design scalable content ecosystems—FAQs, guides, and automated workflows—while delivering multi-channel campaigns and training materials. I also mentor teams to improve on-brand content quality and consistency, highlighted by raising content accuracy from 78% to 95% in three months.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Senior Copywriter at TeamWhale / Connected Company (FinTech Sector)

July 1, 2023 - Present

Designed and launched FinAI chatbot, migrated customer support from LiveChat to Intercom, cutting average handling time by 30% and boosting first-contact resolution by 25%. Built scalable FAQs, guides, and automated workflows, increasing self-service adoption by 40%. Developed multi-channel content (blogs, campaigns, product copy, training) for global audiences. Mentored a junior writer, raising on-brand content accuracy from 78% to 95% within 3 months.

Customer Service Specialist at TeamWhale / Connected Company (FinTech Sector)

July 31, 2023 - September 26, 2025

Resolved complex customer issues across phone and email, maintaining a 95% satisfaction rate. Designed and deployed customer satisfaction surveys, increasing response rate by 35%.

Assistant Professor & Research Scholar at Chandigarh University

April 30, 2023 - September 26, 2025

Designed and delivered finance & accounting curricula; supervised 20+ theses and research projects. Published in SCOPUS-indexed journals and presented at international conferences.

Assistant Accountant at Chandigarh University & H.K. Khanna & Co.

December 31, 2018 - September 26, 2025

Prepared financial statements, budgets, and audits for institutions with annual budgets exceeding ₹50 Cr. Implemented improved reconciliation processes, reducing month-end close time by 20%.

Senior Copywriter at TeamWhale / Connected Company

July 1, 2023 - Present

Designed and launched FinAI chatbot, migrating customer support from LiveChat to Intercom, cutting average handling time by 30% and boosting first-contact resolution by 25%. Built scalable FAQs, guides, and automated workflows, increasing self-service adoption by 40%. Developed multi-channel content (blogs, campaigns, product copy, training) for global audiences. Mentored a junior writer, raising on-brand content accuracy from 78% to 95% within 3 months.

Customer Service Specialist at FinTech Sector

July 1, 2023 - September 26, 2025

Resolved complex customer issues across phone and email, maintaining a 95% satisfaction rate. Designed and deployed customer satisfaction surveys, increasing response rate by 35%.

Assistant Professor & Research Scholar at Chandigarh University

April 1, 2023 - September 26, 2025

Designed and delivered finance & accounting curricula; supervised 20+ theses and research projects. Published in SCOPUS-indexed journals and presented at international conferences.

Assistant Accountant at Chandigarh University & H.K. Khanna & Co.

January 1, 2018 - September 26, 2025

Prepared financial statements, budgets, and audits for institutions with annual budgets exceeding ₹50 Cr. Implemented improved reconciliation processes, reducing month-end close time by 20%.

Senior Copywriter at TeamWhale / Connected Company

July 1, 2023 - Present

Customer Service Specialist at FinTech Sector

July 1, 2023 - September 26, 2025

Resolved complex customer issues across phone and email, maintaining a 95% satisfaction rate. Designed and deployed customer satisfaction surveys, increasing response rate by 35%.

Assistant Professor & Research Scholar at Chandigarh University

April 1, 2023 - September 26, 2025

Designed and delivered finance & accounting curricula; supervised 20+ theses and research projects. Published in SCOPUS-indexed journals and presented at international conferences.

Assistant Accountant at Chandigarh University & H.K. Khanna & Co.

January 1, 2018 - September 26, 2025

Prepared financial statements, budgets, and audits for institutions with annual budgets exceeding ₹50 Cr. Implemented improved reconciliation processes, reducing month-end close time by 20%.

Senior Copywriter at TeamWhale / Connected Company

July 1, 2023 - November 13, 2025

Designed and launched FinAI chatbot; migrated customer support from LiveChat to Intercom, cutting average handling time by 30% and boosting first-contact resolution by 25%. Built scalable FAQs, guides, and automated workflows; increased self-service adoption by 40%. Created multi-channel content (blogs, campaigns, product copy, training) for global audiences. Mentored a junior writer, improving on-brand content accuracy from 78% to 95% within three months.

Customer Service Specialist at FinTech Sector

July 31, 2023 - July 31, 2023

Resolved complex customer issues across phone and email, maintaining a 95% satisfaction rate. Designed and deployed customer satisfaction surveys, increasing response rate by 35%.

Assistant Professor & Research Scholar at Chandigarh University

April 1, 2023 - April 1, 2023

Designed and delivered finance & accounting curricula; supervised 20+ theses and research projects. Published in SCOPUS-indexed journals and presented at international conferences.

Assistant Accountant at Chandigarh University & H.K. Khanna & Co.

December 31, 2018 - December 31, 2018

Prepared financial statements, budgets, and audits for institutions with annual budgets exceeding ₹50 Cr. Implemented improved reconciliation processes, reducing month-end close time by 20%.