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shubham shekhar

@shubhamshekhar

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Global Customer Operations and Gaming Payments leader improving CSAT through automated, data-driven service strategies.

India

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What I'm looking for

I’m looking for a global fintech or gaming role where I can lead customer operations and payment workflows, scale multilingual support, and drive measurable CSAT improvements using automation, Zendesk optimization, and operational analytics.

I’m a Global Manager in Customer Service & Product Operations with 10 years of experience across gaming and fintech. I lead cross-border customer operations for APAC, LATAM, EMEA, and MENA, aligning service strategy with measurable customer outcomes.

At JollyMax (SHAREit Group), I directed distributed support teams of 20 for game top-ups and digital vouchers, driving a 30% CSAT increase through standardized playbooks and regional operational alignment. I also spearheaded Zendesk implementation and optimization, improving ticket resolution speed by 30% across ~2,000 monthly interactions.

I’ve built scalable frameworks for complaint management and escalations, defining SLA, CSAT, FRT, and FCR metrics to reduce issue resolution time by 25%. I apply workflow automation—macros, triggers, dashboards, and chatbot integration—while expanding self-service via knowledge base and FAQ improvements to reduce ticket dependency.

Earlier, I managed cross-border payment operations and dispute/chargeback workflows at PayerMax, including investigations for failed transactions and reconciliation gaps. My background also includes Banking Operations at ICICI Bank, where I handled KYC/AML compliance, onboarding, CDD/EDD, and fraud-dispute risk controls—so I approach customer operations with both customer empathy and operational rigor.

Experience

Work history, roles, and key accomplishments

Global Customer Ops Manager

JollyMax (SHAREit Group)

Aug 2021 - Apr 2026 (4 years 8 months)

Directed global customer service and product operations for game top-ups and digital vouchers across APAC, LATAM, EMEA, and MENA, leading a 20-person distributed team and increasing CSAT by 30% through standardized service strategies. Implemented and optimized Zendesk, improving ticket resolution speed by 30% and reducing issue resolution time by 25% via a global complaint and escalation framework

Customer Service Operations Zendesk Administration SLA Management CSAT FCR FRT Metrics Payment Reconciliation Workflow Automation Operational Analytics Workforce Planning

Customer Service & Product Ops Manager

PayerMax (SHAREit Group)

Aug 2019 - Aug 2021 (2 years)

Managed cross-border gaming merchant and digital commerce payment operations across APAC, LATAM, and MENA, investigating transaction failures, disputes, chargebacks, and reconciliation gaps. Improved resolution time by 25% through automated macros and triggers, while building dashboards to track payment success, failures, and KPIs.

Cross Border Payments Chargebacks Reconciliations Stakeholder Management

Deputy Manager, Banking Operations

ICICI Bank

May 2013 - Sep 2016 (3 years 4 months)

Handled core banking operations and customer service, including customer onboarding, KYC compliance, CDD/EDD risk checks, and end-to-end customer investigations. Ensured adherence to KYC/AML regulations and supported payment operations (RTGS/NEFT, fund transfers, remittances), maintaining 100% compliance with transaction reconciliation.

Core Banking KYC AML Compliance Customer Onboarding Reconciliations Cash Management Prepaid Card Operations