Immaculate Princy
Bangalore
Summary
Accomplished customer experience professional with a strong track record at Vance, specializing in KYC compliance and team training. Improved onboarding efficiency by 30% and refined processes through strategic documentation. Proficient in cross-functional collaboration and fraud detection, delivering substantial advancements in customer satisfaction and operational excellence.
Overview
9
9
years of professional experience
Work History
Senior Customer Experience & Operations Associate
Vance
Bangalore
06.2023 - Current
- Delivered comprehensive customer support through chat, email, and phone, managing escalated issues effectively.
- Supported B2C and B2B clients to strengthen understanding of workflows and service expectations.
- Led onboarding and training initiatives for new team members, improving ramp-up efficiency by 30%.
- Served as interim team lead during managerial absences to ensure workflow continuity.
- Designed and implemented Standard Operating Procedures (SOPs) to streamline operations and reduce ticket turnaround time.
- Created a process training module to promote consistency among team members.
- Collaborated with product, risk, and operations teams to refine processes based on customer feedback.
Associate - Customer Experience
Hike Private Limited
Bangalore
01.2022 - 06.2023
- Resolved user issues related to gameplay, deposits, withdrawals, and KYC via chat/email.
- Partnered with tech teams to address technical issues and user feedback.
- Reviewed and analyzed customer feedback across app stores to guide product improvements.
- Rush Gaming Platform
Senior Representative - Tech Support Advisor
Concentrix India Pvt. Ltd.
Bangalore
01.2021 - 01.2022
- Provided real-time technical support via chat for software and connectivity issues.
- Maintained high first-contact resolution through structured troubleshooting.
- Achieved performance metrics in quality, resolution time, and CSAT.
Customer Support Advisor - KYC Analyst
Rational Service India LLP
Hyderabad
08.2019 - 05.2020
- Performed KYC checks under 12+ gaming regulations; flagged high-risk accounts.
- Identified fraud trends and escalated critical cases to the fraud risk team.
- Trained new analysts and provided peer support to ensure compliance accuracy.
- The Stars Group
Customer Service Associate - Fraud Prevention Team
Amazon India
Hyderabad
10.2016 - 10.2018
- Supported customers via chat/email, resolving account, order, and fraud-related issues.
- Worked as part of the Fraud Prevention Team in customer support, handling sensitive and high-risk cases.
- Contributed cross-functionally during peak season as a Holiday Support for the Merchant Risk Investigation team.
- TRMS Team
Education
MBA - Finance
Wesley PG College
Hyderabad01.2018
Bachelor of Commerce (B.Com) -
Loyola Academy
Hyderabad01.2016
Skills
- Customer experience management
- KYC and AML compliance
- Fraud detection and risk mitigation
- Team training and onboarding
- Process documentation
- Technical support
- Cross-functional collaboration
- CRM tools and Microsoft Office
Personal Information
Date of Birth: 05/11/95
Languages
- English
- Hindi
- Tamil
- Telugu
Timeline
Senior Customer Experience & Operations Associate
Vance
06.2023 - Current
Associate - Customer Experience
Hike Private Limited
01.2022 - 06.2023
Senior Representative - Tech Support Advisor
Concentrix India Pvt. Ltd.
01.2021 - 01.2022
Customer Support Advisor - KYC Analyst
Rational Service India LLP
08.2019 - 05.2020
Customer Service Associate - Fraud Prevention Team
Amazon India
10.2016 - 10.2018
MBA - Finance
Wesley PG College
Bachelor of Commerce (B.Com) -
Loyola Academy