At CarbonMicrofinanceBank, I lead a team of support agents and track CSAT and QA scores. I maintain a 90% QA score and a 70% CSAT rating on my own customer tickets.
I handle escalations, refunds, reversals, and payment disputes, logging complaints in Zoho Desk. I also flag recurring product issues and work with Product, Finance, Compliance, and Engineering on fixes.
As a Customer Success Associate, I closed an average of 200 Zoho Desk tickets daily and supported customers and businesses with account issues, onboarding, and KYC/KYB reviews. I found root causes of payment failures and app issues, and joined team strategy meetings that helped reduce customer churn.
