Hurmath Unnisa
@hurmathunnisa
Senior Customer Support and FinTech operations specialist driving CX, quality, and escalation improvements.
IndiaWhat I'm looking for
I am a Customer Support and Financial Operations specialist with over seven years of hands-on experience in UPI/payments, fintech operations, stock-broking support, and SEBI grievance handling. I combine regulatory knowledge, empathy, and strong ownership to improve customer experience and operational quality.
At PhonePe, I supported UPI/payment investigations, reversals, chargebacks and high-priority escalations while acting as SME and Acting Team Lead for a 30-member stock-broking pilot. I helped design SOPs and workflows that stabilized the pilot and improved team accuracy.
Earlier roles at Ola Financial Services and Udaan honed my B2B merchant support, dispute resolution, and coaching skills; I managed high-volume contact queues, reduced repeat calls, and raised call-quality through targeted training and documentation improvements.
I am results-driven, having boosted CSAT from 70% to 91% and reduced escalation TAT by 20% through empathy-driven communication, complete case ownership, and process optimization. I focus on cross-functional collaboration, quality monitoring, and compliance-aligned operations.
Experience
Work history, roles, and key accomplishments
Delivered UPI/payments and stock-broking support, improved CSAT from 70% to 91%, and reduced escalation TAT by 20% while acting as SME and interim lead for a 30-member stock-broking pilot.
Customer Care Assistant / SME
Ola Financial Services
Dec 2019 - Apr 2022 (2 years 4 months)
Managed 150–200 daily customer interactions for payments, wallet and credit card services, served as SME to improve call quality and reduce repeat calls through coaching and script refinement.
Customer Support Executive
Udaan
Jul 2017 - Dec 2019 (2 years 5 months)
Provided B2B merchant support across payments, logistics and onboarding, handled VIP escalations and created SOPs and trackers that improved merchant experience.
Education
Degrees, certifications, and relevant coursework
Hasanath College for Women
Bachelor of Commerce, Commerce
Grade: 78%
Bachelor of Commerce degree with 78% overall, focused on commerce-related coursework and foundational business concepts.
Jame-ul-Uloom
PUC, Higher Secondary
Grade: 71%
Pre-University Course (PUC) completed with 71% focusing on higher secondary academics preparing for undergraduate studies.
Government Urdu High School
SSLC, Secondary Education
Grade: 57%
Secondary School Leaving Certificate (SSLC) completed with 57% covering standard secondary education curriculum.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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