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Roshni M

@roshnim1

Customer Solutions Agent at PayPal who owns complex Venmo and PayPal cases from investigation through resolution or escalation.

India

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What I'm looking for

I'm seeking a Customer Success Associate or Analyst role where I can use my customer advocacy and problem-solving experience to support onboarding, adoption, and long-term value.

At PayPal, I own complex Venmo and PayPal cases involving accounts, payments, billing, disputes, and cryptocurrency. I guide customers from investigation through resolution or escalation, and coordinate with relevant teams to remove blockers.

I identify customer needs, explain product and policy options, and set clear expectations. I also document feedback and recurring pain points while working within CSAT, quality, and service-level expectations.

At Accenture, I supported customers across Virgin Media, Instagram, and Facebook Marketplace with billing, technical, and platform concerns. I managed complex cases, followed up with customers, and escalated issues to specialist teams.

At Aegis, I progressed from Expedia Tier 1 support to Tier 2 escalation handling and used Sabre and Amadeus to investigate booking concerns. Earlier, at Convergys, I supported AT&T customers with billing, account, and technical issues and identified relevant upgrades through needs-based conversations.

Experience

Work history, roles, and key accomplishments

Current

Customer Solutions Agent, Tier 2

Current

PayPal

Jul 2022 - Present (4 years 3 months)

Own complex Venmo and PayPal cases involving accounts, payments, billing, disputes and cryptocurrency, guiding customers from investigation through resolution or escalation. Apply KYC and AML awareness when supporting verification and account-related concerns while maintaining accurate, compliant case documentation.

Customer Support Case Management KYC AML CSAT QA SLA Zendesk Jira Confluence

Senior Customer Support Associate

Accenture

Oct 2019 - May 2022 (2 years 7 months)

Supported customers across Virgin Media, Instagram and Facebook Marketplace, investigating billing, technical and platform concerns through digital and assisted-service channels. Managed complex cases with clear ownership, timely follow-up and escalation to specialist teams.

Customer Support Case Management Escalation Management Digital Channels CRM

Senior Executive, Tier 2

Aegis

Dec 2017 - Aug 2019 (1 year 8 months)

Progressed from Expedia Tier 1 support to Tier 2 escalation handling based on product knowledge and problem-solving capability. Used Sabre and Amadeus to investigate complex booking concerns, coordinate resolutions and communicate changes clearly to customers.

Sabre Amadeus Escalation Management Customer Support Problem Solving

Sales Associate

Convergys

Nov 2016 - Sep 2017 (10 months)

Supported AT&T customers with billing, account and technical concerns and identified suitable product or service upgrades through needs-based conversations.

Customer Support Sales Needs discovery Billing Technical Support