Nikita Sarkar

I’m a Customer Support Specialist and Fintech Operations Specialist with 3+ years of experience in cryptocurrency and financial services environments. I deliver high-quality customer support across Ireland, UK, USA, and European markets, helping customers with account, payment, and transaction-related queries.

In my role, I manage 60+ interactions per shift via phone, email, and chat while maintaining high CSAT and FCR. I handle account security concerns, support investigation of suspicious transactions and potential fraud cases, and resolve disputes end-to-end with escalation handling, documentation, and compliance-focused root cause analysis.

I’m also comfortable acting as a Subject Matter Expert (SME), supporting onboarding and mentoring new team members. I work with tools including Salesforce, AWS, Slack, Okta, Google Workspace, and MS Office, staying culturally aware and meticulous about case management and internal process adherence.