Akib A

Customer Operations Specialist with 4+ years of experience across FinTech, Banking and E-commerce, including Revolut, Amazon and ICICI Bank. Experienced in Tier 2 operations, complex case resolution, stakeholder management, SLA adherence, process improvement, onboarding and mentoring. Progressed through multiple internal seniority levels at Revolut based on performance and mentored 50+ analysts.

Seeking Team

Lead, Operations, Customer Success, Quality or Learning & Development roles.

Customer Operations Specialist - Revolut

(2024-06)

• Resolve complex Tier 2 customer cases while consistently meeting quality and SLA expectations.
• Progressed through multiple internal seniority and compensation levels based on performance.
• Mentored and trained 50+ new analysts through onboarding, buddy support and knowledge sharing.
• Collaborate with Operations, Workforce Management and Quality teams to improve customer experience.
• Use Jira, Slack, Looker and Google Sheets for workflow management and reporting.

Selling Partner Support Associate - Amazon

(2022-07 - 2024-02)

• Supported Selling Partners across Europe and North America through email and chat.
• Resolved account and operational issues while achieving productivity and quality goals.
• Collaborated with cross-functional teams to improve seller experience.

Phone Banking Officer - ICICI Bank

(2021-05 - 2021-12)

• Assisted customers with banking products, account servicing and financial queries.
• Recommended suitable banking products while ensuring compliance.

Bachelor of Business Administration - BBA