Mokanakannan K

Experienced Customer Support Operations professional with 7+ years of progressive experience in technology-driven environments. Recently certified as a Certified AML-KYC Compliance Officer by Vskills (Government of India), bringing a strong foundation in regulatory compliance, anti-money laundering, and risk mitigation. Proven ability to lead teams, streamline processes, and enhance customer satisfaction through strategic problem-solving and strong communication skills.

Passionate about applying compliance knowledge to secure operational integrity and ensure adherence to regulatory standards.

Customer Support Level 2 Operations - Amazon Development Centre - Coimbatore

(2022-08 - 2023-04)

• Conducted thorough troubleshooting and diagnostics to resolve customer issues, enhancing resolution rates and customer retention.
• Collaborated with technical teams to address escalated concerns and improve support workflows.
• Provided training and mentorship to junior support engineers, boosting team productivity by 20%.
• Analyzed customer feedback data to drive process improvements, resulting in a 15% increase in customer satisfaction.
• Consistently met and exceeded KPIs, driving operational efficiency.

Customer Support Level 3 Operations - Revolut Ltd - Krakow, Poland

(2017-08 - 2019-09)

• Delivered expert-level support focused on payments, KYC verification, chargeback investigations, and fraud detection.
• Used JIRA for issue tracking and escalation to technical teams.
• Guided and coached support teams, maintaining 98.88% accuracy and earning multiple Best Employee awards.
• Played a key role in enhancing compliance and fraud mitigation processes.

IT Manager - Prologiq Business Services - Coimbatore

(2015-05 - 2016-01)

Managed property preservation orders, reducing processing time by 25% through effective team coordination and tracking.

Bachelor of Engineering - Electronics and Communication - Jawaharlal Institute of Technology (2008-03 - 2012-05)

Diploma - Electronics and Communications Engineering - Karpagam Polytechnic College (2005-03 - 2008-04)