Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Rabbani S B

Rabbani S B

Bengaluru

Summary

Results-driven operations and customer experience professional with 10+ years of experience in the fintech, e-commerce, and service sectors. Skilled in managing critical customer escalations including cybercrime, RBI and regulatory grievances, and high-impact social media complaints. Proven ability to act as a liaison between customers, internal teams, and external agencies, ensuring timely resolution and compliance with industry regulations. Adept at operations management, process improvement, stakeholder coordination, and team support to enhance service quality and customer satisfaction. Strong communicator with expertise in root cause analysis, reporting, and implementation of preventive measures to reduce escalations and improve KPIs.
Experienced in training and onboarding new joiners, imparting best practices and escalation-handling techniques to strengthen team capability.

Overview

9
9
years of professional experience

Work History

Assistant Manager

Unacademy
06.2023 - 09.2025
  • Oversaw day-to-day operations, ensuring smooth workflow and timely completion of tasks.
  • Supervised and supported team employees, providing coaching, performance feedback, and resolving escalations.
  • Assisted senior management in planning, budgeting, and implementing strategic initiatives.
  • Managed stakeholder communication, prepared reports, and presented updates to leadership.
  • Monitored KPIs, analyzed data, and recommended process improvements to enhance efficiency and cost savings.
  • Coordinated with cross-functional teams (finance, HR, legal, etc.) to support business objectives.
  • Trained new staff and led onboarding sessions to maintain high performance and service quality.

Senior Escalation Executive

Money View
10.2020 - 05.2023
  • Handle and resolve critical customer escalations including cybercrime cases, RBI grievances, and social media complaints, ensuring compliance with regulatory guidelines.
  • Act as the primary liaison between customers, internal teams, and external agencies to achieve timely resolution of sensitive issues.
  • Monitor and manage high-impact escalation channels (email, social media, RBI, cybercrime), maintaining service quality and company reputation.
  • Assist in training and mentoring team members on handling critical escalations and maintaining regulatory standards.

Senior Operation Executive

AJIO.com
11.2016 - 09.2020
  • Managed and resolved critical customer escalations via email, ensuring prompt and satisfactory resolution in line with company policies.
  • Acted as a primary liaison between customers, internal teams (logistics, warehouse, finance), and external partners to address complex issues and improve customer experience.
  • Ensured adherence to SLAs, quality standards, and escalation protocols while maintaining a high level of customer satisfaction.
  • Prepared detailed reports on escalation trends and shared insights with management to enhance operational efficiency.
  • Provided guidance to junior team members on handling critical cases and best practices for email communication.

Education

Bachelor of Commerce - Commerce

SS International University
Bengaluru, India
06-2016

Skills

  • Customer Escalation Management
  • Regulatory & Compliance Knowledge
  • Stakeholder Liaison & Coordination
  • Operations Management
  • Root Cause Analysis & Process Improvement
  • Reporting & Documentation
  • Communication Skills
  • Team Support & Training
  • Customer Experience Enhancement
  • Problem Solving & Decision Making

Timeline

Assistant Manager

Unacademy
06.2023 - 09.2025

Senior Escalation Executive

Money View
10.2020 - 05.2023

Senior Operation Executive

AJIO.com
11.2016 - 09.2020

Bachelor of Commerce - Commerce

SS International University

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Rabbani S B