ayesha begum
@ayeshabegum2
Customer Support Manager driving high CSAT, dispute recovery, and efficient multi-channel operations.
IndiaWhat I'm looking for
I am a Customer Service and Operations professional with 10+ years leading support teams across SaaS, FinTech, D2C, Events, and ORM environments. I specialize in process optimization, dispute management, and multi-channel customer experience with consistent high CSAT and FCR metrics.
At Cloudizen (Jampack) I led global support operations, managed payment escalations with Adyen, resolved 200+ high-stakes disputes with HEX, and achieved 85%+ recovery on a Balance Due campaign while maintaining CSAT above 86%.
I build QA frameworks, knowledge bases, automation and operational dashboards, and coach remote teams to deliver 24/7 support. I collaborate cross-functionally with Product, Engineering, Finance and Client Success to reduce recurring issues and improve platform stability.
Experience
Work history, roles, and key accomplishments
Customer Support Manager
Cloudizen India Pvt. Ltd
Dec 2023 - Dec 2025 (2 years)
Led customer support operations for a global events platform, improving CSAT to above 86%, reducing resolution time, and achieving 85%+ recovery on a Balance Due campaign while managing a remote team of 10+.
ORM Team Lead
IncNut Digital
Aug 2020 - Dec 2023 (3 years 4 months)
Managed global online reputation and a support team of 10, improving response rates and CSAT through targeted social platform moderation and escalation handling across multiple countries.
Senior Customer Service Rep
Synchrony
Oct 2018 - Aug 2019 (10 months)
Handled high-volume customer interactions (100+ calls/day) across billing and payments, improving first contact resolution and fraud detection through precise investigations and CRM usage.
Associate Operations Analyst
Arcserve India Pvt. Ltd
Dec 2014 - Aug 2017 (2 years 8 months)
Owned global order processing and licensing workflows, improving activation accuracy and streamlining Salesforce-NetSuite order operations to reduce activation failures.
Front Desk Executive
Y Axis Services
Jun 2012 - Nov 2014 (2 years 5 months)
Managed front-desk operations and client interactions at a high-traffic consulting center, improving client experience and maintaining accurate operational reporting.
Education
Degrees, certifications, and relevant coursework
OUOsmania University
Bachelor of Applied Science, Applied Science
2009 - 2012
Completed a Bachelor of Applied Science (BASc) program at Osmania University from 2009 to 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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