SSShahrukh Shaikh
@shahrukhshaikh1
Operations and customer support leader specialized in iGaming KYC and AML compliance.
IndiaWhat I'm looking for
I am an operations and customer support professional with deep experience in iGaming, specializing in KYC, CDD and AML screening, risk-aware withdrawals, and complex escalation management. I have led teams to hit KPIs, created audit-ready documentation, and collaborated closely with Compliance and Tech to resolve systemic issues.
In leadership roles I managed a 15-agent team handling VIP portfolios and 24/7 rosters, conducted QA reviews, and executed upsell opportunities to drive engagement and revenue. My background includes remote customer support and talent acquisition roles, where process discipline, stakeholder communication, and accurate reporting were core strengths.
Experience
Work history, roles, and key accomplishments
Team Lead - Customer Service
NDA
Oct 2024 - Present (11 months)
Manage a VIP player portfolio and lead a 15-agent customer service team, improving performance through coaching, QA reviews, and roster planning for 24/7 coverage while executing AML-aware withdrawal processing and upsell initiatives.
Customer Support Specialist
NDA
Feb 2023 - Sep 2024 (1 year 7 months)
Resolved policy and compliance queries and supported KYC collection/verification, maintaining audit-ready documentation and coordinating with Compliance and Tech to remediate issues affecting customer experience and risk.
Customer Support Specialist
Teamwhale
Sep 2020 - Feb 2023 (2 years 5 months)
Guided users through product features with emphasis on security and compliance-sensitive workflows, coordinated with technical and account teams to close complex tickets with full documentation.
Business Development Executive
OYO Weddingz
Aug 2019 - Jun 2020 (10 months)
Managed sales and client engagement activities for event services, driving business development and client relationship management across wedding accounts.
Talent Acquisition Specialist
MYHR
Mar 2017 - Jul 2019 (2 years 4 months)
Managed candidate pipelines, interviews, and recruitment documentation with strong process discipline to support hiring goals and onboarding.
Education
Degrees, certifications, and relevant coursework
UMUniversity of Mumbai
Bachelor of Business Management Studies, Business Management
Completed Bachelor of Business Management Studies at the University of Mumbai, graduating in June 2017.
Availability
Location
IndiaAuthorized to work in
Job categories
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