Omkar Matkar

Relationship-focused professional with 5+ years of experience in partner management, fintech operations and customer engagement. Skilled in stakeholder coordination, escalation management, process optimization and maintaining long term business relationships across global environments. Experienced in CRM platforms, operational support and cross-functional collaboration to improve client satisfaction and service delivery

Business Partner Specialist - MoneyGram - Mumbai, India

(2024-10)

• Managed relationships with business partners and supported seamless operational coordination across regions.
• Handled partner escalations and ensured timely resolution of payment/account related transactional queries.
• Collaborated with crossfunctional teams to improve service delivery and operational efficiency.
• Supported onboarding and process optimization initiatives to enhance partner experience.
• Maintained compliance with global payment regulations and organisational standards.
• Provided technical and operational support for payment systems and transactional devices.

Customer Experience Specialist - AnankeIT LLC - Dubai, UAE

(2023-09 - 2024-05)

• Managed 150–200 daily client/customer engagements via calls, email, and chat.
• Escalation resolution, retained customers, and promoted new service features.
• Used Zendesk to log interactions and improve operational responses.
• Coordinated with multiple teams to align customer needs with business goals.

Customer Success Associate - Dream11 - Mumbai, India

(2022-10 - 2023-07)

• Handled in-app support and addressed user experience issues.
• Reviewed payment gateway transactions (Razorpay, Paytm, etc.).
• Enhanced user engagement through quick resolutions via Zendesk Email, and phone.
• Provided feedback to teams for product and UI/UX improvements.

Customer Specialist - Concentrix - Mumbai, India

(2021-01 - 2022-09)

• Delivered banking-related support including accounts, payments, and product queries.
• Promoted bank products and ensured customer satisfaction.
• Resolved complex issues through proactive communication.

Customer Specialist - Sitel - Mumbai, India

(2019-09 - 2020-09)

• Provided technical support for EarthLink internet services.
• Assisted with billing, account upgrades, and modem/router setup.
• Maintained high customer satisfaction during escalations.

Bachelor's Degree - Mass Media, Advertising - Mumbai University (2016 - 2019)