Operations & Customer Support Specialist
Resume:
HAMSA M R
hamsaramthanu**@gmail.c
om
K R Nagar, Mysore, 571602
EDUCATION
Post Graduate Diploma -
Fermentation &
Bioprocessing,
University of Mangalore
**** – 2020
Master's Degree -
Biochemistry,
University of Mysore
2017 – 2019
CGPA: 7
PROFESSIONAL SUMMARY
Customer Support and Operations professional with 2+ years of experience assisting global users, resolving complex issues, managing payments/KYC, and collaborating with cross-functional teams. Strong communicator with proven ability to handle multi-channel support (chat, email, Slack), create knowledge base documentation, and deliver high customer satisfaction. Skilled in CRM tools, troubleshooting, fraud analysis, and process optimization. Adept at working independently, taking ownership of tasks, and adapting to fast-paced remote environments.
EXPERIENCE
Operations Analyst, CertifyOS
09/2024 – Present
•Assist customers and internal teams by resolving
credentialing, enrollment, and operational issues with accuracy and empathy.
•Collaborate closely with Product, Engineering, and Operations to troubleshoot system issues and deliver timely resolutions.
•Manage high-volume provider data, ensuring compliance with guidelines using CAQH, NPPES, PECOS, and internal tools.
•Analyze TATS, SLAs, and operational metrics to identify workflow problems and improve support efficiency.
•Create and maintain internal SOPs, process
documentation, and guidelines to strengthen team
knowledge.
•Communicate with stakeholders across email, chat, and internal platforms to provide updates and solutions.
•Use dashboards (JIRA) to track support issues, provider data quality, and process status.
Key Skills Used: Problem solving, CRM usage,
documentation, cross-functional collaboration, time management, multitasking, technical troubleshooting, ownership.
Chat Associate (Customer Support - Payments & Fraud), TTEC India, Ahmedabad
12/2022 – 09/2024
•Assisted users via chat and email, addressing platform- related questions on payments, buying, selling, listings, and account issues.
•Mediated and resolved payment disputes, ensuring
adherence to platform policies.
•Performed KYC reviews, identity checks, and analysis of payment logs to detect fraud such as chargebacks,
collusion, account takeovers, and money laundering. SKILLS
Customer Support Skills
•Excellent written & verbal
English communication
•Empathy & active listening
•Payment KYC handling
•Multitasking & time
management
•Troubleshooting & problem-
solving
•Ownership & reliability
•User onboarding support
•Flexibility and adaptability
•Documentation: Help Center
articles, SOPs, internal
knowledge base
•Experience with international
payments & compliance-
related processes
Technical Skills
•CRM Tools: Intercom
(familiar), Zendesk, internal
dashboards
•Ticketing: JIRA, Linear
•Collaboration: Slack, Notion
•MS Excel
•Basic scripting: Bash
•Git/GitHub
•SDLC, Agile, DevOps
fundamentals
•JavaScript (basic), HTML, CSS
•Al in Excel & Business
(beginner)
Document verification
Email support
INTERESTS
Hiking, Photography, Travel,
Exploring temples, Social
networking
•Identified high-risk transactions in real time, escalating issues to Product, Risk, and Operations teams.
•Trained new hires as SME and created internal notes for team knowledge sharing.
•Met key metrics: CSAT, AHT, Issue Resolution.
•Maintained empathy, professionalism, and ownership across repetitive user queries.
Key Skills Used: Customer support, dispute resolution, payment analysis, fraud investigation, multitasking, communication, documentation, empathy, remote
operations.
QA/QC Associate, Triphase Pharmaceuticals, Mysore
09/2020 – 03/2021
•Conducted quality audits, documentation, and
microbiology tests under ISO guidelines.
•Ensured accuracy, compliance, and reporting integrity. LICENSES & CERTIFICATIONS
Internal Quality Auditor (QMS),
TUV India Training Academy
01/12/2020
VOLUNTEER WORK
Assisted local NGO centers,
supported animal shelters, and
contributed to community
initiatives.
Contact this candidate