Rukmini Chandan

I’m a Senior Customer Support & Operations professional with 10+ years of experience delivering world-class service across e-commerce, fintech, payments, and regulated environments. I consistently champion Customer Obsession to resolve high-risk escalations, while exceeding strict SLA (100%) and CSAT (95%+) targets.

In my current role, I resolve a high volume of complex inbound customer contacts via chat, phone, and email, navigating diverse internal systems and CRM tools in real time to diagnose order discrepancies, payment issues, and account security matters. I work across Logistics and Technical Support to isolate and mitigate recurring systemic issues, including during seasonal surges and fast-changing customer demand.

Previously, I handled end-to-end fintech investigations for identity verification (KYC), anti-money laundering (AML) checks, and chargeback disputes, partnering with Compliance and Product engineering to refine system frameworks and reduce recurring defects. I also bring regulated healthcare domain experience through patient unblinding and Serious Adverse Event (SAE) reporting, and I’m certified as a Scrum Product Owner (CSPO) with strengths in requirements, UAT, and process optimization.