Customer Operations & Financial Claims Analyst

Nitkarsh Jha

G.D. Colony, Mayur Vihar Phase-III, New Delhi ️ ********.******@*****.***

+91-991******* https://www.linkedin.com/in/nitkarsh-jha001 PROFESSIONAL SUMMARY

Customer service and operations professional with 3+ years of experience supporting global clients and users across financial and digital platforms. Skilled in handling customer queries across multiple channels, including chat, email, and voice, with a strong focus on accuracy, compliance, and timely resolution. Experienced in financial claim processes, issue investigation, and client communication. Known for simplifying complex concepts and delivering a seamless customer experience.

PROFESSIONAL EXPERIENCE

Operations Analyst

Metodos Consulting LLP, Gurugram / Remote, India May 2023 – February 2026

• Performing due diligence on new Clients, requesting KYC information and documentation, reviewing and verifying received documentation, and making an analytical risk assessment for new Clients.

• Supported users in financial claim processes (Celsius & FTX), ensuring accurate documentation, eligibility validation, and submission.

• Researched account inquiries and reported fraud, escalating and alerting officials to prevent loss once abnormal activity or unauthorized usage/fraud transaction has been determined.

• Handled customer interactions across calls, emails, and chats, ensuring clarity and resolution.

• Maintained a 90%+ response and resolution rate while adhering to defined SLAs.

• Ensured accuracy and confidentiality while handling sensitive financial and user data.

• Investigated and resolved escalations by coordinating with legal, product, and engineering teams.

• Educated users on processes, policies, and platform navigation to improve self-service adoption. Executive – Customer Service (Roblox Operations)

IEnergizer IT Services Pvt. Ltd., Noida, India June 2022 – May 2023

• Delivered high-volume customer support to global users via chat and email in a structured SLA-driven environment.

• Achieved 95% CSAT by providing accurate, timely, and customer-focused resolutions.

• Handled account-related queries, technical issues, and service requests with attention to detail.

• Followed process guidelines and compliance standards while managing customer interactions.

• Collaborated with internal teams to resolve complex issues and improve turnaround time.

• Contributed to workflow improvements, reducing response time by 20%. CORE SKILLS AND TOOLS

Technical Skills and Tools: Blockchain & Crypto, CRM Software & Tools, Lucid Chart, Microsoft Office Suite, Google Suite, and Miro. Interpersonal Skills: Executive-Level Communication, Cross-functional collaboration, Analytical Thinking, Attention to Detail, Problem Solving & Adaptability, Leadership & Team Building, Active Listening & Empathy. Domain Knowledge: Financial Processes, Claims Handling, Basic Banking & Transactions. EDUCATION

Bachelor of Commerce - Delhi University - 2018 - 2021 Higher Secondary Education - 2018

Secondary Education - 2016