Nikita Sarkar
@nikitasarkar
Fintech and crypto support specialist focused on risk-aware payments and resolution.
What I'm looking for
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.
Experience
Work history, roles, and key accomplishments
Fintech Customer Support Advisor
Concentrix
Jan 2023 - Present (3 years 5 months)
Provided fintech and cryptocurrency customer support across Ireland, UK, USA, and Europe, managing 60+ interactions per shift via phone, email, and chat. Resolved account security, payments, disputes, and potential fraud cases end-to-end while meeting CSAT/FCR and compliance requirements.
Customer Service Executive
Teleperformance
Aug 2022 - Nov 2022 (3 months)
Resolved 50+ customer queries daily via phone and email, supporting payment issues and account/order-related questions. Escalated complex cases and maintained accurate documentation to ensure timely customer resolutions and satisfaction.
Education
Degrees, certifications, and relevant coursework
Nikita hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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