Balaakrishnan Baskar

CX Operations professional with 4+ years of experience in fintech support operations. Experienced in resolving user issues, optimizing workflows, and using AI-enabled support tools and data insights to improve operational efficiency.

Senior Associate – User Support Operations - smallcase

(2021-10)

• Managed multi-channel support operations (chat, email, calls) handling 600+ user interactions weekly, maintaining 95%+ SLA adherence and consistent service quality.
• Developed and maintained CX performance dashboards and reporting frameworks, improving visibility into response time and resolution metrics and supporting data-driven decisions across 600+ weekly interactions.
• Acted as a primary liaison for business partners, resolving operational issues and reducing partner-side turnaround time by ~20% through improved coordination.
• Analyzed customer queries and interaction data to generate Voice of Customer insights, identifying 5+ recurring issues per quarter and contributing to process and knowledge base improvements.
• Partnered with product, engineering, and operations teams to resolve complex user escalations impacting 1,000+ users monthly, helping reduce repeat escalations by ~15%.
• Supported AI-assisted CX tooling implementation within DevRev, improving support workflow efficiency and contributing to ~20% faster query routing and response handling.
• Contributed to LAMF operational initiatives, maintaining reporting repositories and operational datasets supporting tracking of thousands of user transactions and support cases.
• Assisted in testing and rollout of the DevRev CX platform, validating workflows and enabling smooth adoption across the CX team, reducing manual query routing by ~25%.

Bachelor of Engineering - Mechanical Engineering - M. Kumarasamy College of Engineering (2017 - 2021)