Dilip Kumar
Senior Customer Support & Operations Specialist
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About
Senior Customer Support & Operations Specialist with 8+ years of experience — including 6+ years resolving high-complexity chat and ticket-based cases at global industry leaders PayPal and [24]7.ai. Proven record managing sensitive financial transactions, account security, and complex escalations under strict PCI-DSS and GDPR compliance standards. Skilled at translating technical detail into clear, empathetic written communication, sustaining 100% typing accuracy and consistently high CSAT in high-volume environments.
Seeking to bring rigorous problem-solving and precision to a remote, asynchronous-first support role.
Experience
Customer Service Representative - PayPal India Private Limited
(2019-08 - 2023-12)
Resolved high-stakes financial inquiries — account locks, payment disputes, and fraudulent transaction alerts — for account holders across global markets.
- Applied strict PCI-DSS and identity-verification protocols to mitigate security risk during sensitive account investigations.
- Delivered precise, empathetic written resolutions for technical account errors, driving first-contact resolution and sustaining high CSAT scores.
- Managed complex, multi-step transaction workflows in a data-secure, high-pressure environment while consistently meeting all performance KPIs.
Customer Support Specialist - [24]7.ai
(2014-10 - 2017-02)
Delivered high-level, real-time chat support, managing multiple concurrent customer conversations without sacrificing quality or accuracy.
- Troubleshot and de-escalated complex customer issues using a proactive, solutions-first approach that improved overall customer experience.
- Maintained 100% typing accuracy while documenting detailed, audit-ready interaction records in the CRM system.
Title Processor - First American India Pvt Ltd
(2010-05 - 2012-01)
Managed property transaction documentation with 100% compliance to industry standards and operational requirements.
- Applied meticulous attention to detail across high-volume document processing and verification workflows.
Education
Bachelor of Commerce - B.Com - Seshadripuram Evening Degree College, Bangalore (2009)
