Shrey thakur

I’m a results-driven Customer Support and Back-Office Operations Professional with 7+ years of experience across fintech, telecom, e-commerce, technology, and gaming. I resolve complex customer issues across voice, email, and chat while managing escalations to ensure seamless service delivery.

In back-office roles, I process and review customer account requests with a strong focus on KYC document verification, compliance-related tasks, and AML/GDPR adherence. I also handle back-office queues for disputed transactions, chargebacks, and refund processing—maintaining accuracy and timely resolution within defined SLAs.

On the technical side, I provide advanced technical support for Rockstar Games titles across PC and console, guiding players through step-by-step resolutions for installation, crash, connectivity, and gameplay issues. I manage case lifecycle using Zendesk, ensuring accurate documentation, timely follow-ups, and SLA compliance.

I bring cross-functional collaboration and continuous process improvement to every team—identifying recurring process gaps, escalating insights to team leads, and maintaining detailed records of case outcomes using internal CRM and ticketing tools to support audit readiness and quality reporting.