Operations
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CX operations and e-commerce operations specialist with 11 years of experience across D2C, gaming, SaaS, and consumer tech. Owns full order lifecycle across UK, EU, and US markets, including refunds, returns, shipping exceptions, escalations, and workflow fixes. Known for maintaining 90%+ CSAT, reducing resolution time by 15 to 20 per cent, and building SOPs that stop repeat issues.
Customer Support Operations (Tier 1 & Tier 2) at The Beauty Tech Group (2024-09 – 2026-05)
Managed high-volume support across email, chat, and social channels for SaaS and e-commerce platforms. Achieved First Contact Resolution (FCR) rates above 75% through process optimisation and knowledge management. Handled end-to-end query resolution while ensuring SLA/KPI adherence across response times and resolution times. Delivered consistent customer experience across the US, UK, EU, and APAC markets while maintaining 90%+ CSAT consistently across all brands.
Customer Support Operations / Merchant & Customer Success at Nikit Estates (2024-01 – 2024-08)
Drove product adoption by proactively engaging merchants and helping them leverage key product features. Supported customer expansion and retention through consultative problem-solving and feature education. Managed complete order lifecycle, including creation, modification, cancellation, replacement, and refunds.
Resolved complex cases, including chargebacks, billing disputes, delivery failures, and account issues. Acted as an escalation point for critical merchant concerns while maintaining quality and compliance.
Gaming & Player Support Operations at Arise Gaming (2023-04 – 2024-08)
Delivered Tier 1-2 player support across mobile, PC, and console platforms. Resolved gameplay issues, including crashes, lag, login failures, and entitlement sync problems. Handled in-app purchase issues, refunds, and billing disputes with 100% SLA adherence. Supported live events, updates, and global launches during peak traffic periods. Shared player feedback and bug insights with QA and development teams to improve product quality.
Customer Support Operations / Process Improvement & Scalability / Cross-functional Collaboration at Pole To Win International (2019-09 – 2023-03)
Created SOPs, macros, and knowledge base articles that reduced ticket resolution time by 15-20%. Built scalable processes and documentation to ensure support function growth. Generated MIS reports and performance insights using Excel and Google Sheets.
Identified recurring issues and patterns to prevent customer escalations. Improved workflows to reduce resolution time and increase team efficiency. Worked with Product, Logistics, Finance, and technical teams to resolve complex customer issues.
Translated customer feedback and support trends into actionable insights for product and marketing teams. Used Slack, Microsoft Teams, and JIRA for seamless coordination across departments.
Customer Support Operations / Account Security & KYC Operations at Xiaomi Technologies (2016-04 – 2019-08)
Conducted KYC verification and fraud prevention checks. Managed account recovery, lock/unlock, and authentication workflows. Ensured compliance and secure handling of customer data.
Customer Support Operations at SendMyGift (2015-10 – 2016-04)
Bachelors Degree Course Work Completed
