I am a customer experience and payments operations professional with more than nine years of experience across banking, merchant acquiring, POS support, remittance, contact centres, and service operations in the UAE and India.
I currently support merchants in the payments ecosystem, handling POS, authorisation, terminal pairing, TID/MID, transaction failure, settlement, and refund enquiries. I focus on first-contact resolution while balancing service measures including SLA, TAT, AHT, CSAT, and NPS.
I am experienced in complaint handling, escalations, service recovery, CRM governance, root-cause analysis, and cross-functional coordination with operations, technical, field, and compliance teams. I maintain accurate case records and apply awareness of KYC, PCI-DSS, data privacy, and quality standards.
My digital customer experience exposure includes mobile app and website support, UAT, product testing, customer-feedback validation, recurring-issue analysis, and usability improvement. I use customer insights to identify service gaps and improve digital adoption.
I have led and coached customer service and sales teams, delivering measurable improvements in sales, customer satisfaction, team KPIs, and resolution time. I am recognized for customer-centric communication, stakeholder management, analytical problem-solving, and service quality leadership.
I have received the Emirates NBD Retail GEM Service Excellence Award twice and contributed to improving a branch Google rating from approximately 3.5 to 5 stars through consistent service quality and customer engagement.
