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Himanshu Sharma

@himanshusharma22

Complaints specialist at Revolut who resolved formal complaints and improved fair-treatment procedures.

At Revolut, I managed incoming formal complaints and worked to meet regulatory deadlines. I analyzed and resolved customer issues, and improved internal procedures to support fair customer treatment.

Previously at Revolut, I handled card payment and account inquiries and worked with internal teams on complex disputes. My experience also includes employee services at Amazon and customer and IT support roles at _VOIS and Xenett.

Experience

Work history, roles, and key accomplishments

Complaints specialist

Revolut

Nov 2023 - Jul 2026 (2 years 8 months)

• Managed incoming formal complaints, ensuring adherence to regulatory deadlines.
• Identified, analyzed, and resolved customer issues to enhance satisfaction.
• Improved internal procedures to foster a culture prioritizing fair customer treatment.
• Collaborated with Product and Quality Assurance teams for effective complaint resolution.

Support Specialist

Revolut

Nov 2022 - Nov 2023 (1 year)

• Provided exceptional customer support through chat channels, addressing inquiries related to card payments and account concerns.
• Managed end-to-end resolution of payment issues while ensuring compliance with internal policies and service-level agreements.
• Collaborated with internal teams to resolve complex disputes, maintaining high customer satisfaction throughout the process.

Chargeback and Dispute Resolution Payments and Transaction Processing Fraud Prevention and Detection Payment Operations Risk And Compliance Case Management Problem Solving and Conflict Resolution Customer Experience Management Multitasking in High Volume Environments

Senior Associate

Amazon

Feb 2022 - Oct 2022 (8 months)

ERC being a part of Employee services, handled Amazon associates from UK, South Africa and Ireland. First point of contact for Employees, Managers and HR community in Amazon. Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, HR operations, HR Compliance, Leave of absence and Accommodations (LOAA).

Employee Relations Payroll Processing Employee Assistance Programs (EAP)Escalation Resolution Attendance Management

Information Technology Support Specialist

Xenett

Aug 2021 - Feb 2022 (6 months)

Providing IT support for the Accountancy software platform to US/Canadian Accountants. Helped in creating the entire Knowledgebase for clients for different software. Lead generation and contacting potential clients through different social platforms. Resolving tickets and handling client relationship management. Creating campaigns for all the new updates. Handling Webinars for different firms and

Senior Executive

_VOIS

Mar 2017 - Feb 2021 (3 years 11 months)

Handling Business customer’s query and complaints & providing end to end first call
resolutions. Customer escalation and resolution confirmation and exceeding monthly target for KPI’s like NPS, CSAT, FCR, ABC, Revenue. Handling UK clients over chat for any technical issues related to handset, sure signal devices, Network, home phone and broadband. Experience on chat handling tools like Nuance, Li

Telecommunication Services Customer Retention CRM Telecommunications Billing Small Business Customer Support