I am a Customer Success and Operations professional with over 7 years of experience working in fintech and high-volume customer environments. Throughout my career, I have developed strong skills in managing complex customer relationships, resolving high-risk cases, and improving processes to enhance customer experience and retention. I am passionate about collaborating cross-functionally to optimize workflows and act as a trusted escalation point while balancing customer satisfaction with regulatory and business requirements.
In my current role as a Senior Customer Operations & Compliance Specialist at Kroo Bank, I manage complex, high-risk customer cases end-to-end, ensuring positive outcomes while maintaining strict regulatory compliance. I take pride in strengthening customer experience by identifying recurring issues and working with multiple teams to improve processes and reduce friction in the customer journey.
I have a proven track record of optimizing team performance by managing workflow allocation and protecting SLA delivery during peak demand. Conducting quality audits and providing insights to improve service standards and operational efficiency are also key aspects of my role. I support the bank's reputation by managing public customer feedback and coordinating responses with senior stakeholders.
Previously, I worked as a Customer Support Specialist at Kroo Bank, where I managed high-volume customer interactions across phone, email, and chat, resolving complex account and transaction queries. I built strong customer relationships through clear and empathetic communication and consistently achieved performance targets in a fast-paced environment.
My experience also includes roles at Booking.com and Philip Morris, where I handled customer relations, engagement, and store supervision. I have developed strong leadership skills, mentoring team members and supporting performance development. I am committed to continuous learning and recently completed Level 3 Cyber Security Principles training to further enhance my professional capabilities.
