Customer Experience Manager

Lead the Customer Experience function, overseeing daily support operations, service delivery, team performance, and continuous improvement across the business. Direct customer experience agents through workload allocation, performance monitoring, service-quality reviews, and coaching.

Develop CX strategy, procedures, workflows, SOPs, escalation processes, and complaint-handling frameworks across onboarding, KYC, wallet management, currency conversion, cross-border transfers, transaction tracking, and post-transaction support. Maintain secure verification and data confidentiality practices.

Own Zendesk administration and optimization, including triggers, automations, views, groups, business hours, workflows, macros, CSAT surveys, automated communications, and Help Center structure. Produce operational reports and collaborate with Product, Engineering, Operations, and Compliance to resolve service and technical issues.

Delivered end-to-end remote customer support for international clients through phone, email, and live chat while maintaining SLA compliance and high customer satisfaction.

Identified recurring service gaps and introduced process improvements that reduced ticket resolution time and improved client retention. Used CRM platforms and AI productivity tools to streamline workflows, improve response accuracy, and increase first-contact resolution.

Directed a team of more than 50 omnichannel support agents, ensuring ticket quality, SLA adherence, and SOP compliance across service channels.

Authored and implemented standard operating procedures that improved team efficiency by 20% and supported faster first-contact resolution. Sustained more than 95% SLA compliance through workflow monitoring and same-day escalation resolution.

Onboarded and trained more than 90 employees on eGain, Avaya, Koopid, Avaya AXP, and Genesys, building rapid-resolution capability and operational consistency.

Managed more than 90 daily customer interactions through live chat and email, maintaining a customer satisfaction score above 92% through empathetic and solution-focused support.

Reduced average first-response time by 15% and resolution time by 10% through proactive queue management and streamlined response frameworks. Partnered with product teams to analyze recurring pain points, contributing to a 7% reduction in repeat tickets.

Handled more than 70 daily inbound calls involving account inquiries, transaction disputes, and complaints, delivering 98% accuracy while maintaining regulatory compliance.

Used de-escalation techniques and active listening to resolve complex customer issues at first contact. Provided clear product guidance and documented customer interactions in line with data privacy standards.

Provided Tier 1 and Tier 2 technical support for a mobile banking application, supporting customer onboarding and troubleshooting transaction-related issues.

Catalogued and escalated more than 200 recurring system issues, contributing to product enhancements that reduced platform downtime by 15%. Developed user guides and self-service FAQs that lowered inbound ticket volume by 8%.

Managed customer walk-ins, product inquiries, and complaints in a front-desk customer service role.

Contributed to a 15% improvement in client satisfaction and retention through responsive customer engagement and issue resolution.