Open to opportunities

Sibam Aich

@sibamaich

Message

BPO Customer Support & Back Office Operations professional driving 95%+ resolution and 100% SLA compliance.

India

Message

What I'm looking for

I’m looking for a remote-friendly role in customer support and back office operations where I can maintain SLA compliance, resolve billing/CRM issues, and improve MIS/reporting accuracy through automation, with room to grow in data tools and workflow automation.

I’m a results-driven BPO professional with 4 years of experience in customer support, back office operations, billing dispute resolution, data processing, and CRM-based transaction management. I handled 100+ daily customer interactions via chat and written channels while maintaining a 95%+ first-contact resolution rate and 100% SLA compliance throughout my tenure.

I’m strong in data validation, MIS/revenue reporting, reconciliation, and audit-ready SOP documentation, with proven quality checks that prevent discrepancies before escalation. I also built a process automation script that cut manual report preparation time by 85%, and I was awarded RNR by senior management for the highest Customer Satisfaction Score on my team.

Experience

Work history, roles, and key accomplishments

Operations Support Executive

Aakash Exploration Services Ltd.

Dec 2024 - May 2025 (5 months)

Managed end-to-end back office operations including data entry, reconciliation, and MIS reporting across multiple client accounts, achieving 100% data accuracy. Built a process automation script that cut manual report preparation time by 85% and maintained audit-ready SOPs and process records.

Back Office Operations Data Entry Reconciliations Quality Control Process Automation

Customer Support Billing & CRM

Reliance SMSL Ltd.

Jan 2022 - Jul 2024 (2 years 6 months)

Handled 100+ daily inbound customer interactions via chat and written channels, resolving billing and invoice discrepancies with a 95%+ first-contact resolution rate and 100% SLA compliance. Managed CRM-based transaction tracking, cash application, and AR reconciliation with zero error revenue posting and no escalation backlog.

Cash Application AP Reconciliation Invoice Processing Root Cause Analysis SLA

Education

Degrees, certifications, and relevant coursework

Digboi College

Bachelor of Commerce (Honours), Marketing

2017 - 2020

Completed a Bachelor of Commerce (Honours) degree in Marketing from Digboi College between 2017 and 2020.

Post Graduate Diploma in Computer Applications (PGDCA)

Post Graduate Diploma in Computer Applications, Computer Applications

Completed a PGDCA (Post Graduate Diploma in Computer Applications) qualification.

PMKVY

Retail Sales Associate, Retail Sales

Completed a PMKVY certification as a Retail Sales Associate.

Coursera

Coursera course certifications, Cloud Operations, Data Tools & Automation

Completed Coursera certifications including AWS DevOps (Code, Build and Test), Google Cloud Security and Operations, Working with BigQuery, Excel (Conditional Formatting, Tables and Charts), Terraform (Automate AWS EC2 Provisioning), and Investment Risk Management.