Summary
Overview
Work History
Education
Skills
Affiliations
Languages
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Kevin Bastian

Bengaluru

Summary

Results-driven professional with expertise in financial products from Stripe India, skilled in data analysis and process optimization. Proven track record in enhancing customer satisfaction and retention through strategic insights and metrics automation. Adept at leading teams and driving operational improvements, leveraging advanced Excel skills and exceptional communication abilities.

Overview

6
6
years of professional experience

Work History

Tax Operations Associate

Stripe India
Bangalore
01.2024 - Current
  • Developed deep expertise in financial products, including monitoring, checkout, sales tax, and valuation tools, to effectively address diverse client needs and inquiries.
  • Delivered prompt, high-quality customer support across multiple channels, consistently maintaining high satisfaction and resolution rates.
  • Maintained up-to-date team documentation in Confluence, ensuring all processes were accurately captured to prevent any operational gaps.
  • Trained, mentored, and empowered team supervisors and leads to enhance team performance and operational efficiency. Oversaw multi-channel support operations, ensuring timely and effective handling of customer requests and inquiries.
  • Identified process inefficiencies and led continuous improvement initiatives to optimize customer support workflows.
  • Created and analyzed reports on team performance, customer feedback, and service trends to drive data-backed operational improvements.
  • Mitigated churn risk by analyzing customer data, proactively addressing challenges, and driving retention and renewal efforts. Applied customer health metrics to develop tailored engagement strategies, resulting in improved satisfaction and retention.
  • Collaborated cross-functionally to manage strategic accounts and ensure a seamless customer journey from onboarding to renewal, and expansion.
  • Proactively raised JIRA tickets for process gaps, collaborating with relevant stakeholders to drive improvements, and ensure a seamless customer experience.
  • Led regular business reviews with stakeholders to track KPIs, promote product adoption, and demonstrate ongoing value. Contributed to automation projects using large language models (LLMs), focusing on reducing manual workload, and prioritizing high-impact tasks.
  • Conducted enhanced due diligence during the migration of client banking partners, ensuring accuracy and compliance.
  • Utilized advanced Excel skills and a solid understanding of financial markets and securities to deliver automated metric dashboards.
  • Monitored daily operational metrics to drive productivity, ensure SLA adherence, and achieve service goals.

Subject Matter Expert

Dunzo Digital PVT LTD
Bangalore
01.2021 - 12.2023
  • Performed ad hoc deep-dive analyses for specific business problems.
  • • Developed business cases, presentations, and reports for senior management.
  • Designed and prepared technical reports, studies, and related documentation.
  • Sending out daily reports, executing Redash queries, and supervising 20-25 operators for their daily metrics (FRT, resolution time, CSAT) improvement.
  • Worked with the Outsourcing team as Team Leader to achieve their metrics.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Social Media Specialist

Dunzo Digital PVT LTD
Banglaore
03.2019 - 12.2020
  • Increased customer engagement through social media.
  • Maintained the company's social media presence by posting messages, answering posts, and monitoring responses.
  • Strategized social media campaigns for clients, helping to meet goals, and reach untapped potential customers.
  • Developed a social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates.
  • Generated interest for new and upcoming products and service releases by managing social media accounts.
  • Evaluated monthly performance statistics, and used data to inform future strategies.
  • Conducted daily updates to social media profiles to boost the company's online presence.
  • Monitored advancements in social media and technology, working with marketing teams to adopt new platforms, and facilitate integration into marketing plans.

Education

MBA - Business Administration

Narsee Monjee, NMIMS
Mumbai
03-2023

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Christ University
Bangalore
07-2018

Skills

JIRA and Asana

Postman

SQL

Project design and planning

Metrics automation

Data analysis

Financial acumen

Advanced Excel skills

API understanding

Communication excellence

Process optimization

Migration support

Affiliations

Actively contributed to Stripe’s Cultural Team initiatives by promoting company culture through rural outreach, college visits, and engagement activities such as Hour of Engineering (HoE) and team-building events. Focused on empowering students with insights into Stripe's mission and the financial services ecosystem.

Languages

3,B1,6,C2

Education and Training

other,other

<Enter your own>

Timeline

Tax Operations Associate

Stripe India
01.2024 - Current

Subject Matter Expert

Dunzo Digital PVT LTD
01.2021 - 12.2023

Social Media Specialist

Dunzo Digital PVT LTD
03.2019 - 12.2020

MBA - Business Administration

Narsee Monjee, NMIMS

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Christ University

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