Open to opportunities

Prateek Srivastava

@prateeksrivastava1

Remote Customer Experience Specialist delivering 95%+ CSAT for fintech and e-commerce with SLA-driven, multilingual support.

India

Message

What I'm looking for

I’m looking for a remote, high-volume CX role in fintech or e-commerce where I can own customer onboarding, SLA-driven case resolution, and escalations—using Zendesk/Salesforce—to protect compliance, improve CSAT, and continuously reduce resolution time.

I’m a Remote Customer Experience Specialist with 5+ years supporting global brands including Revolut (fintech) and Uber through live chat, email, and escalation workflows.

I manage high-volume, SLA-driven cases—typically 80+ customer interactions daily—while maintaining 95%+ CSAT. I also handle end-to-end onboarding and KYC/account verification, ensuring regulatory compliance for international activations.

I’m trusted to resolve high-priority escalations like fraud alerts and account disputes within SLA by coordinating across fraud, compliance, and operations teams. I keep detailed CRM case records and support reporting, knowledge base updates, and continuous improvements to reduce resolution time on recurring issues.

Beyond CX, I’ve led consultative client support and sales outcomes as a Senior Relationship Manager at PNB Metlife, and handled e-commerce seller support at Iksula through verification and order/account resolution. I also bring strong documentation and communication from authoring FAQs and freelancing as an online education coordinator for 100+ students.

Experience

Work history, roles, and key accomplishments

Senior Relationship Manager

PNB MetLife

Nov 2025 - Apr 2026 (5 months)

Managed client relationships and conducted financial needs assessments to recommend suitable insurance solutions using a consultative, customer-first approach. Met monthly sales targets through lead conversion and referrals, and guided customers through end-to-end policy issuance with accurate documentation and regulatory compliance.

Client Relationship Management Consultative Selling Lead Conversion Referrals Sales Targets Policy Issuance Regulatory Compliance

Support Specialist

Revolut

Jan 2025 - May 2025 (4 months)

Managed 80+ global customer inquiries daily via live chat, maintaining 95%+ CSAT in a high-volume remote environment. Handled onboarding and KYC/account verification, resolved fraud/account disputes within SLA, and improved recurring issue resolution time by flagging patterns to team leads.

Live Chat Support Customer Onboarding KYC SLA Management Knowledge Base Management

Seller Support Specialist

Iksula Pvt Ltd

Nov 2022 - Jan 2024 (1 year 2 months)

Supported global e-commerce sellers via email and chat, resolving 50+ daily account, listing, and order management queries. Conducted seller verification, handled returns/refunds and account holds within SLAs, and authored FAQ/knowledge base content to reduce repeat queries.

Email Support Live Chat Support Account Management Order Management SLA Management E commerce Support

Freelance Online Education Coordinator

Self Employed

Jan 2020 - Jan 2022 (2 years)

Developed online curriculum content and managed student scheduling and communications across digital platforms for 100+ students. Created marketing and educational materials while independently coordinating day-to-day education operations.

Scheduling Education Coordination Independent Operations Management Written Communication

Support Executive

Concentrix

Sep 2015 - May 2016 (8 months)

Provided email and chat support for US and UK Uber clients, handling ride-related queries, account issues, and complaints across multiple time zones. Consistently met/exceeded SLA targets while maintaining brand tone and empathy in a high-pressure, multi-client environment.

Email Support Complaint Handling Customer Empathy Ride Related Support