Led comprehensive CX operations for multiple fintech products, including personal wallet, KYC workflows, business accounts, remittance, P2M, and invoicing.
Oversaw training and development of new managers, fostering leadership and enhancing team capabilities.
Led strategic initiatives to streamline operations, resulting in significant cost savings and improved service delivery.

Collaborated with key stakeholders to develop and maintain a comprehensive Customer Experience plan, aligning with the company's mission and vision.
Worked closely with Marketing and Product teams to create an exceptional onboarding experience for users and design customer journeys.
Led a team of managers, leads & associates, providing training and guidance for day-to-day user interactions.
Documented our customer offering and communicated it effectively to relevant stakeholders.
Developed a roadmap to deliver exceptional customer experience, incorporating KPIs and metrics for success measurement.
Oversaw cross-functional aspects of the team's operations.
Demonstrated excellent communication, interpersonal, and collaboration skills with cross-functional teams and stakeholders.
Adopted a customer-centric mindset, striving to understand and meet customer needs and expectations.
Showcased strong leadership skills, inspiring and motivating the team to achieve outstanding results.
Proficiently handled people data, metrics, and provided valuable insights through analytics.
Implemented automation solutions to effectively manage support volume.
Leveraged AI to optimize team capacity.
Expanded the scope of the CX team by introducing new verticals.
Enhanced team performance and visibility through regular reporting.

Ensured adherence of Quality Analysts to established guidelines.
Coordinated with cross-functional teams to bridge gaps between expectations and deliverables.
Upheld the highest standards of customer empathy, communication tone, and issue resolution responsiveness within the customer experience function.
Oversaw rollout and delivery of updates to CX teams.
Designed, implemented, and improved company quality standards.
Trained, motivated, coached, and provided corrective feedback to Quality Analysts.
Worked closely with Content Writer to maintain up-to-date SOPs and Knowledge Base.
Assisted in the recruitment process.
Practiced effective people management through one-to-one sessions, coaching, and career development.
Sought process and procedure optimization for continuous improvement.
Coordinated with cross-functional teams to identify areas for improvement and drive continuous improvement initiatives.
Analyzed data and metrics to identify trends and recommend process improvements and corrective actions.
Monitored and reported key quality performance indicators to senior management.
Trained and educated staff on quality control processes and procedures, ensuring adherence to standards.
Introduced AI, bots, and automation to the team, contributing to better customer experience.
Implemented new bot flows and journeys to handle support volume efficiently.

Ensured CX Associates' compliance with established guidelines.
Designed and shared monthly quality reports.
Set and communicated monthly quality standards for evaluation.
Coordinated with cross-functional teams to align expectations and deliverables.
Acted as a bridge between CX, Operations, Product, and other departments.
Upheld high customer experience standards, including empathy, communication tone, and issue resolution responsiveness.
Collaborated with CX Operations to update evaluation criteria as needed.
Developed comprehensive training modules for new Associate onboarding.
Provided training refreshers and department orientation for the CX team and new hires.
Worked closely with the Product team to facilitate smooth user onboarding.
Established outsourcing QA process and optimized in-house QA process.
Managed vendors and collaborated with relevant product squads for process improvements.
Implemented multiple enhancements to optimize team capacity.

Monitored CX Associates' performance to ensure adherence to guidelines.
Created and shared weekly/monthly quality reports.
Collaborated with CX teams to align expectations and deliverables.
Upheld high standards of customer empathy, communication tone, and issue resolution.
Coordinated with CX Operations to adjust evaluation criteria.
Implemented updates and provided training on SOPs, updates, and knowledge base.
Developed QA processes and training structure from scratch.
Revamped the knowledge base and established a single source of truth (SSOT).
Documented and redesigned processes in collaboration with other teams.
Conducted training for in-house and outsourcing teams.
Assisted in setting up voice support and outsourcing operations.

- Handling inquiries through email, live chat, and social media.- Resolved issues such as failed transfers, declined payments, and lost or stolen cards efficiently.- Collaborated with other departments to identify and monitor suspicious activity.- Demonstrated excellent communication skills and attention to detail.- Handled a high volume of customer queries with a calm and patient attitude.- Provided exceptional customer service, aiming to leave customers feeling satisfied.- Utilized problem-solving skills and investigative abilities.- Designed the first SSOT Knowledge Base for the entire CX team

Worked as a Quality Lead for multiple International projects. The job duties include handling clients, flagging issues and gaps in documented logic along with handling team issues, root cause analysis of market to provide exceptional customer service which includes solving customer’s issues.



 
 

I worked as a Call Support Agent and a Live Chat Representative and managed to handle team queries. I was specifically good at Root Cause Analysis & Customer Insights. I was able to respond within the given time frame and learned time management during this experience. 

Gained Marketting & Communicatiin Skills