Akshit Goyal
Gurugram
Summary
Dynamic Subject Matter Expert with a proven track record at Revolut Operations India Pvt. Ltd, excelling in fraud analysis and customer service. Leveraging strong analytical skills, I drive process improvements and enhance operational efficiency, consistently achieving high performance metrics while ensuring exceptional user experiences.
Overview
4
4
years of professional experience
Work History
Subject Matter Expert (Operations)
Revolut Operations India Pvt. Ltd
11.2024 - Current
- I manage end-to-end processes for brand onboarding, starting from brand creation to handling all associated data after onboarding. My responsibilities include ensuring seamless brand setup, quality control, and integration into our systems.
- I conduct brand onboarding and quality assurance checks, closely monitoring each brand’s lifecycle to ensure smooth implementation and ongoing compliance with performance metrics.
- I evaluate brand performance using tools like Looker, Jove, and SQL, ensuring that all relevant KPIs are tracked, reported, and addressed proactively.
- I perform transaction matching between internal and external systems to verify if payments are processed correctly and if reward points are accurately credited, minimizing financial discrepancies.
- I collaborate with the product team for launching new features and products. I also contribute to product interface enhancements, particularly in improving the in-app user experience.
- I coordinate with the support team to handle escalated issues, including payment failures, top-up challenges, scam reports, and fraud cases, ensuring customer satisfaction and security.
- I conduct fraud analysis to identify users misusing the system to gain unintended benefits. I ensure compliance by reporting and mitigating such risks through proactive checks.
Subject Matter Expert
Revolut Operations India Pvt. Ltd
03.2024 - 11.2024
- I provided escalated support to front-line agents by resolving complex customer cases and contributed to significantly improving the overall user experience.
- I worked with global teams to troubleshoot customer problems behind the scenes without direct interaction, ensuring timely resolutions.
- I stayed aligned with the product team to understand new updates and features, ensuring that front-line teams were kept informed through documentation and internal training.
- I managed real-time chat queues in collaboration with Team Leaders and led continuous process improvement initiatives based on feedback and data insights.
- I used Jira and Confluence extensively for tracking progress and documenting knowledge, and executed SQL queries to validate and retrieve performance data.
Customer Support Specialist
Revolut Operations India Pvt. Ltd
11.2022 - 02.2024
- I interacted with global customers via chat and email to resolve their queries professionally and effectively within service level timelines.
- I developed customer satisfaction by identifying needs and providing transparent, accurate information using various support tools.
- I managed complaints, offered timely and practical solutions, and ensured follow-up on critical issues for high-resolution effectiveness.
- I consistently met productivity benchmarks while supporting analytical investigations, particularly where deep-dive data was needed to address issues.
Data Associate
Amazon Development Centre Pvt. Ltd
Noida
05.2021 - 11.2022
- I worked with large datasets to identify anomalies in workflows and provided actionable insights for process improvements.
- I created visual dashboards and detailed reports using Microsoft Excel, presenting key data trends to stakeholders.
- I reviewed large volumes of image data to find improvement areas, which helped enhance efficiency beyond the KPI expectations (>1.10% in accuracy).
- I applied Tampermonkey scripts for early defect detection and achieved a GPQ (Grade Point Quotient) score above 10, indicating high quality and performance.
Education
B.B.A - Business Administration
Indus Institute of Engineering and Technology
Jind, Haryana01.2017
HSC -
Moti Lal Nehru Public School
Jind, Haryana01.2013
SSC -
Holy Heart Sr. Sec. School
Jind, Haryana01.2011
Skills
- MS Excel
- MS Word
- SQL
- Jira
- Confluence
- Looker
- Fraud analysis
- Customer service
- Process improvement
- Performance metrics
- Strong analytical skills
- Customer focus
- Effective communication
- Financial analysis
- Time management
- Operational efficiency
- Excellent communication
- Problem-solving abilities
Disclaimer
I hereby declare that all the information above mentioned are true to my knowledge.
Personal Information
- Date of Birth: 12/29/95
- Nationality: Indian
Skills
MS Excel, MS Word, SQL, Jira, Confluence, Looker
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Subject Matter Expert (Operations)
Revolut Operations India Pvt. Ltd
11.2024 - Current
Subject Matter Expert
Revolut Operations India Pvt. Ltd
03.2024 - 11.2024
Customer Support Specialist
Revolut Operations India Pvt. Ltd
11.2022 - 02.2024
Data Associate
Amazon Development Centre Pvt. Ltd
05.2021 - 11.2022
B.B.A - Business Administration
Indus Institute of Engineering and Technology
HSC -
Moti Lal Nehru Public School
SSC -
Holy Heart Sr. Sec. School