Pallavi Harish Naik
Bangalore
Summary
Results-driven Complaints Analyst and Senior Customer Support Professional with 4.5 years of experience in customer service, complaint resolution, and escalations management within fast-paced environments. Proven expertise in investigating and resolving complex issues related to payments, chargebacks, fraud, financial crime, KYC, and account-related concerns while delivering fair, compliant, and customer-focused resolutions. Strong ability to empathize with customers, communicate professionally, and remain calm under pressure while handling sensitive cases. Experienced in collaborating with cross-functional teams and using CRM/customer support tools to manage cases efficiently. Recognized for strong problem-solving skills, attention to detail, high quality standards, and consistent achievement of performance targets.
Overview
11
11
years of professional experience
Work History
Complaints Analyst
Revolut Technologies Private Ltd
Bangalore
03.2025 - Current
- Managed end-to-end customer escalations received via email, delivering timely, accurate, and professional final resolution responses.
- Investigated and resolved complex complaints related to payments, chargebacks, fraud, fincrime, KYC, and account-related issues.
- Collaborated cross-functionally with KYC, Fraud, Chargeback, and FinCrime teams to drive effective and compliant case resolutions.
- Utilised internal CRM systems to manage case workflows, document investigations, track progress, and communicate outcomes to customers.
- Consistently achieved monthly KPIs, including quality scores, productivity, and CRPH targets, in a high-volume environment.
- Maintained high standards of written communication, problem-solving, and customer service while handling sensitive escalations.
Customer Service Representative
Amazon Development Centre
Mangalore
10.2020 - 11.2024
- Responded to customer inquiries via phone, email, and chat.
- Met the average response time along with productivity while ensuring compliance with all quality parameters, such as average handling time, SLA, and 100% customer satisfaction.
- Maintained a high level of professionalism and empathy while dealing with customers.
- Collaborated with cross-functional teams to resolve complex issues, and handled escalation calls.
- Utilised internal software and tools to meet customer needs, and resolved issues promptly.
- Achieved consistently high customer satisfaction ratings (CSAT).
Nutritionist
Wellness Associates
Bangalore
06.2017 - 02.2020
- Conducted individualized nutrition assessments.
- Assisted company employees with meal plan development addressing the individualized dietary requirement.
- Led educational workshops on healthy eating habits and balanced diet.
- Conducted workshops and seminars on healthy eating habits and educated clients on the importance of a balanced diet.
Nutritionist
Snap fitness
Bangalore
03.2015 - 06.2017
- Conducted nutrition consultations
- Created personalized meal plans according to clients need and goal.
- Supported clients in achieving health goals.
Education
Master of Science - Clinical Nutrition and Dietetics
Karnataka State Open University
Mysore01-2020
Bachelor of Science - Home Science
University of agricultural Sciences
Dharwad, India01-2013
Pre-University - Science
Dr A.V Baliga college of Arts and science
Kumta, India01-2009
Skills
- Zendesk
- Fresh Desk
- Microsoft Office
- G-suite
- Slack
- Chime
- Microsoft Teams
- Confluence
Languages
English
Proficient
C2
Kannada
Proficient
C2
Hindi
Advanced
C1
Hobbies and Interests
- Reading
- Traveling
Timeline
Complaints Analyst
Revolut Technologies Private Ltd
03.2025 - Current
Customer Service Representative
Amazon Development Centre
10.2020 - 11.2024
Nutritionist
Wellness Associates
06.2017 - 02.2020
Nutritionist
Snap fitness
03.2015 - 06.2017
Master of Science - Clinical Nutrition and Dietetics
Karnataka State Open University
Bachelor of Science - Home Science
University of agricultural Sciences
Pre-University - Science
Dr A.V Baliga college of Arts and science