Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Anand Dhayya

Mumbai

Summary

Proficient in FinTech operations, payment support, transaction resolution, and corporate onboarding, demonstrating strong accountability, empathy, and process ownership. Multi-talented support specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing several years of experience in technology.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Support Specialist - Fin tech

OmniTech Solutions
Remote
10.2023 - Current
  • Company Overview: Client: Tide Bank
  • Provided first-class business banking support for Tide customers via live chat, email, and phone, maintaining >95 % SLA adherence.
  • Supported users in payments, account access, KYC updates, card controls, and transaction reconciliations with high accuracy.
  • Achieved 97 % CSAT by balancing empathy with compliance and technical clarity.
  • Handled corporate onboarding and verification queries, ensuring alignment with AML/CTF requirements.
  • Collaborated with product, risk, and engineering teams to fix root-cause issues affecting user journeys, reducing repeat contacts by 15 %.
  • Authored internal SOPs, macros, and FAQ articles that improved FCR and agent training quality.
  • Maintained strict adherence to GDPR and data-security standards while managing multi-currency transactions.
  • Delivered consistent performance during rotational night and weekend schedules.
  • Client: Tide Bank
  • Improved SLA response time by 18 % through structured triage and priority matrix.
  • Recognised as Top Performer Q3 2024 for ownership and customer impact.
  • Partnered with Tide policy team to simplify 10 + customer-facing workflows.

Customer Support Associate

Teleperformance
Indore
09.2021 - 09.2023
  • Company Overview: Instacart Process
  • Delivered frontline support for US & Canada customers via chat, email, and voice, handling >80 tickets per day with >95 % accuracy.
  • Resolved queries related to orders, refunds, payments, and delivery disputes, maintaining strong CSAT scores.
  • Promoted to Subject Matter Expert (SME) for mastering policy knowledge and coaching new hires on customer handling techniques.
  • Conducted floor-level calibration sessions and created reference guides and macros that reduced AHT by 12 %.
  • Supported Team Leaders in daily reporting, coaching, and real-time escalation management.
  • Recognised for excellent tone, clarity, and empathy, frequently resolving Tier-2 cases independently.
  • Instacart Process
  • Consistently maintained >95 % Quality Audit score and >4.8 / 5 CSAT average.
  • Acted as interim floor support during TL absence, showing leadership readiness.

Education

Bachelor of Commerce -

Devi Ahilya Vishwavidyalaya
Indore
01.2021

Skills

  • Live chat
  • Email
  • Phone
  • Escalation handling
  • Account resolution
  • Payments
  • Transaction monitoring
  • KYC/AML support
  • B2B servicing
  • Zendesk
  • Salesforce
  • Intercom
  • Slack
  • Okta
  • CRM dashboards
  • Excel
  • Sheets
  • SLA tracking
  • CSAT reports
  • AHT dashboards
  • Variance analysis
  • Empathy
  • Communication
  • Collaboration
  • Time management
  • Adaptability
  • KYC compliance
  • Payment processing

Languages

  • English, Professional fluency
  • Hindi, Native fluency

Certification

  • Best performer of the month 2 times.

Timeline

Support Specialist - Fin tech

OmniTech Solutions
10.2023 - Current

Customer Support Associate

Teleperformance
09.2021 - 09.2023

Bachelor of Commerce -

Devi Ahilya Vishwavidyalaya

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Anand Dhayya