Prinjal Sangani

Triaged and prioritized support tickets in a high-volume environment while consistently maintaining SLA targets and a 95%+ CSAT. Investigated technical and transaction issues by analyzing customer cases, identifying root causes, and providing clear resolution guidance.

Contributed to troubleshooting guides, internal documentation, and support resources that increased efficiency and reduced repeat contacts.

Managed 80+ daily customer cases across email, live chat, and digital channels, prioritizing issues while maintaining SLAs. Guided users through critical scenarios such as lost access, incorrect transactions, and wallet issues. Collaborated with Engineering teams to investigate product issues, identify root causes, escalate bugs, and validate fixes before release.

Primary point of contact with clients, assisting them with daily requests. Built strong client relationships by understanding needs, delivering tailored solutions, and proactively following up.

Onboarded and managed 100+ international clients while supporting daily banking operations. Supported international banking clients while ensuring compliance with KYC/AML requirements and internal policies. Assisted client accounts while ensuring operational compliance.