Diptonil Sinha

Fintech Customer Support and Operations professional with 3+ years of experience in digital banking, payment operations, customer escalations, technical support, and financial services. Expertise in Tier 2 support, banking operations, credit analysis, complaint resolution, eSIM support, partner management, and risk-aware decision making. Proven track record of maintaining 95%+ quality scores, achieving 90%+ NPS, driving customer advocacy, and collaborating across Product, Compliance, Risk, Fraud, and Engineering teams to resolve complex issues.

Support Specialist (Tier 2 Support) - Revolut - Remote

(2026-03)

• Provide Tier 2 specialized support for banking, lifestyle, payments, and eSIM products.
• Act as the final escalation point for complex customer and partner issues across multiple product lines.
• Investigate and resolve issues related to card payments, account operations, transfers, subscriptions, and digital banking services.
• Support customers with eSIM activation, connectivity troubleshooting, roaming services, and mobile service-related queries.
• Conduct credit analysis reviews and customer account assessments in line with internal policies and operational requirements.
• Collaborate with Product, Operations, Compliance, Risk, Fraud, and Engineering teams to resolve escalated cases.
• Manage B2B partner communications and coordinate resolutions with third-party service providers.
• Perform root cause analysis and identify opportunities for operational excellence and process improvement.
• Maintain 95%+ quality scores while adhering to compliance, risk management, and service standards.
• Consistently achieve 90%+ NPS through effective issue resolution and customer advocacy.
• Ensure SLA adherence, accurate case documentation, and exceptional customer experiences.

Technical Support Associate - Wipro Ltd – Best Buy (Geek Squad Process) - Kolkata

(2023-10 - 2026-03)

• Provided inbound and outbound technical support to US customers.
• Troubleshot Windows OS, Outlook, printer connectivity, software, and network-related issues.
• Handled high-volume customer interactions while maintaining service quality standards.
• Managed multiple customer cases simultaneously while ensuring SLA compliance.
• Utilized CRM and ticketing systems for case management and issue tracking.
• Achieved 95%+ CSAT through effective customer engagement and problem resolution.

MBA - General Management - NMIMS, Mumbai (2021 - 2023)

B.Tech - Engineering - University of Engineering & Management, Kolkata (2015 - 2019)