Senior Customer Service Representative

Resolved high-volume live-chat customer inquiries for a global cryptocurrency exchange, covering account, deposit, withdrawal, and transaction issues while meeting SLA and CSAT targets.

Diagnosed delayed and uncredited deposits through TxID, wallet-address, network, and blockchain-confirmation checks. Processed KYC, identity verification, MFA, and account recovery requests, and escalated unresolved withdrawal cases to Payments, Risk, and Technical teams.

Built personalized VIP engagement strategies that increased player revenue by 15% and improved player retention by 25%. Led daily 24/7 multichannel support operations as Shift Leader for six months, maintaining more than 90% CSAT and full SLA compliance.

Owned complex escalations and end-to-end ticket resolution, contributing to a reduction of more than 20% in recurring customer inquiries. Directed quality reviews, KPI tracking, roster optimization, and coaching for a team of more than 10 agents, while partnering with Marketing, Payments, Support, and Finance on high-impact issues.

Resolved player inquiries through live chat and email across risk, payment-dispute, account, and bet-settlement cases while sustaining high customer satisfaction.

Acted as the primary escalation point for complex issues, performed root cause analysis, and consistently met SLA and AHT targets. Delivered KYC verification and product support for poker, sports betting, and casino accounts serving Indian and Italian client bases.

Resolved 50 to 75 inbound customer emails each day while maintaining compliance with banking regulations and service-quality requirements.

Managed customer complaints with clear and empathetic communication, helping retain business and improve customer experiences. Consistently exceeded monthly sales targets and service-quality benchmarks.

Resolved customer issues through phone, email, and live chat across housing-finance products and service requests.

Implemented process improvements that reduced recurring inquiries by more than 20%. Maintained current knowledge of products, policies, and compliance requirements to provide accurate and confidence-building support.

Handled 100 to 120 inbound customer calls per day with accuracy, professionalism, and empathy, contributing to a 30% increase in CSAT scores.

Applied a mandatory four-step customer verification process to every interaction and ensured strict adherence to banking and regulatory compliance requirements.

Bachelor of Commerce degree with a specialization in Finance.