Sidak Pal Singh
@sidakpalsingh
I improve fintech customer operations through dispute expertise, queue management, coaching, and process automation.
IndiaWhat I'm looking for
At Stripe, I managed end-to-end cardholder dispute investigations across fraud, non-receipt, and cancellations under Visa guidelines and Regulation Z. I partnered on AI-assisted human-in-the-loop automation for fraudulent dispute flows, reducing average case resolution time by 50%.
Previously at Revolut, I handled high-priority SEPA, BACS, and SWIFT transaction cases while coordinating remote queue health with Workforce Management. Through daily huddles and 1-on-1 coaching, I helped reduce invalid escalations by 30%.
I've served as an SME, supported live floor operations, calibrated quality standards, and built performance improvement plans and ramp-up glide paths. I also led onboarding and nesting, updated Confluence SOPs, and achieved an 80% performance-target success rate within 90 days.
I began in customer support at Amazon, resolving shipment, refund, and replacement inquiries across voice, chat, and email while meeting SLA, AHT, productivity, quality, and compliance standards.
Experience
Work history, roles, and key accomplishments
Managed end-to-end cardholder dispute investigations under Visa guidelines and Regulation Z, evaluated merchant evidence, and served as SME for A1 associates. Conducted RCA, coaching, and process automation, reducing case resolution time by 50%.
Handled high-priority financial transaction cases across SEPA, BACS, and SWIFT, coordinated remote queue management with WFM, and led coaching to reduce invalid escalations by 30%. Overhauled knowledge base and improved onboarding success.
Delivered customer-centric voice, chat, and email support, resolving complex inquiries regarding shipments, refunds, and replacements while meeting SLA, AHT, and quality standards.
Education
Degrees, certifications, and relevant coursework
Birla Institute of Management Technology
Master of Business Administration, General Management
2023 - 2025
Pursued an MBA in General Management, with a dissertation on 'Metaverse - A catalyst for online education'.
University of Delhi
Bachelor of Arts, English Literature
2019 - 2022
Activities and societies: Media Head of the department, leading digital strategy and content creation.
Earned a Bachelor of Arts in English Literature, serving as Media Head of the department and leading digital strategy and content creation.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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