Support Specialist at Revolut (2024-02 – Present)
- Support customers across the EU, UK, US, Australia, & New Zealand with account onboarding and identity verification, translating KYC and compliance requirements into clear, reassuring guidance.
- Manage up to 4 concurrent chats and emails, balancing multiple customer needs while maintaining an AHT of 25–29 minutes and consistently achieving 95%+ performance across NPS, FCR, and efficiency metrics.
- Apply structured problem-solving to identify patterns behind recurring onboarding and verification issues, proactively escalating insights to internal teams to improve the customer journey instead of resolving cases in isolation.
- Selected as a Buddy Mentor for 18 new joiners, supporting their transition into live customer interactions and helping them build confidence with chat handling, KYC processes, and internal tools.
- Participated in shadowing sessions with the Training team for new joiners, helping translate training concepts into practical understanding of chat processes, workflows, and support tools.
Head of Strategic Partnerships (Volunteer) at SK Associates and Group (2023-05 – 2024-06)
Progressed from Product Development Intern to Head of Strategic Partnership, taking on broader responsibility across partnerships, programs, events, and team coordination.
- Built and managed relationships with nine colleges, leading outreach, follow-ups, and stakeholder communication to develop institutional partnerships.
- Managed LinkedIn and other outreach initiatives to identify prospective partners, participants, and opportunities for collaboration.
- Hosted international conferences and events. Managed partner communication, participant coordination, and event operations.
- Coordinated and supported bootcamp programs, working across mentors, participants, interns, and internal teams to ensure smooth program delivery.
- Collaborated with the Product Development team, using participant feedback and operational insights to identify opportunities for program and product improvements.
- Created newsletters, presentations, pitch decks, and other communication materials to support programs, partnerships, and outreach initiatives.
- Coordinated interns and delegated day-to-day activities, providing guidance and ensuring completion of partnerships, events, and program-related tasks.
Client Service Associate at Allscripts (2021-12 – 2022-08)
- Managed a steady, high-volume stream of client requests across phone, email, and chat, staying organized and calm under pressure.
- Diagnosed account and access issues quickly, resolving most requests without needing to escalate.
Customer Service Associate at Mphasis (2020-01 – 2021-05)
- Resolved payment and billing queries over live chat, balancing speed with accuracy while juggling multiple conversations at once.
Customer Service Representative at Concentrix (2018-08 – 2019-12)
- Resolved customer issues in fast-paced food delivery by coordinating with customers, restaurants, and delivery partners.
- Consistently maintained strong performance and service quality, earning recognition as Best Employee of the Quarter.
- Took on additional Subject Matter Expert (SME) responsibilities, supporting new hires with process guidance, customer-handling approaches, and day-to-day questions.
- Mentored and supported new team members during their transition into live customer interactions, helping them build confidence and follow established support processes.
Product Development Intern at SK Associates & Group (2023-01 – 2023-04)
ISO-certified management consulting firm
- Coordinated bootcamp operations across mentors, participants, and internal teams, supporting a smooth participant experience and program delivery.
- Designed and analyzed participant feedback surveys, translating user insights into recommendations for program and product improvements.
- Developed pitch decks, presentations, and program materials to support stakeholder communication and program growth.
- Demonstrated strong ownership during the internship, leading to progression into Head of Strategic Partnerships.
