At IBT Evolve, I manage customer support operations for Botim’s fintech products, including international remittance, digital wallet, Send Now Pay Later and Split Pay. I oversee 55 FTE across two support centers handling more than 2,500 customer cases daily.
I support customer journeys involving transfers, payments, wallet services and KYC requirements, and manage escalations for complex or sensitive cases. I also monitor service metrics and develop dashboards that give stakeholders visibility into performance and operational risks.
At Tripssecure Digital Media, I led customer operations strategy and established governance frameworks focused on service quality, productivity and customer outcomes. I also managed vendor performance and drove process efficiency through automation and data-informed performance management.
At Oracle Inc., I held director and senior manager roles in centralized operations, cloud subscription process excellence and global customer data operations. Earlier, at Firstsource Solutions Ltd., I managed outsourced customer service operations and contact center teams, using workforce planning and process improvement to support service performance.
