SINDHU B.
Customer Operations & Quality Assurance Specialist
Bengaluru
Summary
Accomplished Operations and Support Specialist with over four years of progressive experience in fintech customer support, digital content moderation, and quality assurance. Proven expertise in managing high-volume chat platforms, troubleshooting complex financial instruments—including cryptocurrency, stocks, ETFs, and foreign exchange—and ensuring strict regulatory compliance. Recognized for achieving a 95% quality rating in fast-paced corporate environments. Highly adaptable and skilled in de-escalating customer conflicts while collaborating with cross-functional teams to optimize operational workflows.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Support Specialist
Revolut Technologies India Private Limited
01.2024 - Current
- Fintech Client Support: Provide high-tier, real-time technical and operational support via a dedicated chat platform, ensuring rapid resolution of user issues.
- Asset Troubleshooting: Assist global customers with complex queries regarding digital assets, including stocks, cryptocurrency, ETFs, and foreign exchange.
- Escalation Management: Handle and de-escalate complex customer complaints with professionalism, maintaining high satisfaction and brand loyalty.
- Cross-Functional Collaboration: Partner with backend engineering and specialized compliance departments to resolve multi-layered technical queries efficiently.
- Knowledge Management: Actively contribute to internal knowledge bases to ensure documentation remains updated with evolving industry trends and regulatory frameworks.
Content Moderator & QA Analyst
Concentrix
07.2021 - 08.2023
- Quality Assurance Leadership: Evaluated multi-channel communications (calls, emails, chat transcripts) against rigorous corporate compliance standards, consistently sustaining a 95% quality rating.
- Risk & Content Mitigation: Moderated high-volume, user-generated content to enforce community guidelines, legally protecting the platform against inappropriate or non-compliant materials.
- Performance Coaching: Analyzed evaluation data to deliver actionable, constructive feedback to frontline agents, driving measurable improvements in team performance.
- Audit & Workflow Optimization: Utilized advanced digital moderation tools to streamline review workflows while generating comprehensive data records for formal compliance audits.
Customer Service Representative
Aditya Birla Minacs
01.2012 - 01.2013
- Digital Correspondence: Managed end-to-end customer service queues exclusively utilizing formal email infrastructure.
- SLA Adherence: Resolved complex consumer issues under tight deadlines while strictly adhering to internal quality benchmarks and professional communication standards.
Education
Bachelor of Engineering (B.E.) - Telecommunications
Vivekananda Institute of Technology
Bengaluru01-2012
High School Diploma -
St. Aloysius PU College
Mangalore, India 04.2001 -
High School Diploma -
Chinmaya High School
Mangalore, India 04.2001 -
Skills
Fintech Support Operations: Cryptocurrency, Equity Trading, Exchange-Traded Funds (ETFs), Foreign Exchange (FX)
Interests
Interests & Engagement: Photography, Vocal Music, Basic Bharatanatyam, and Culinary Arts
Additional Information
Workplace Flexibility: Fully equipped for and available for remote/hybrid office environments.
Timeline
Support Specialist
Revolut Technologies India Private Limited
01.2024 - Current
Content Moderator & QA Analyst
Concentrix
07.2021 - 08.2023
Customer Service Representative
Aditya Birla Minacs
01.2012 - 01.2013
High School Diploma -
St. Aloysius PU College
04.2001 -
High School Diploma -
Chinmaya High School
04.2001 -
Bachelor of Engineering (B.E.) - Telecommunications
Vivekananda Institute of Technology