Pavitra Jayasangkar

• Partnered with AI team on Nintex K2 tagging/retagging automation and authored scripts for Intercom Amy AI, achieving 95% Level 1 query resolution. Built a QA simulation bot to mimic partner interactions and score responses against Scorebuddy criteria, reducing new-agent training time by 25%.
• Standardized 30+ partner SOPs and managed global workforce planning to maintain adequate staffing for daily operations. Collaborated cross-functionally with Marketing Ops, B2B, and Compliance to align workflows and drive consistency and efficiency in CX delivery.
• Resolved high-value escalations on Options/CFD commissions, affiliate/IB conflicts, API onboarding/access, and payment agent fee/transaction disputes.
• Sustained 90%+ CSAT by coaching Partner & VIP teams (Chris Voss negotiation, empathy-first playbooks) tailored to Platinum/Gold/Silver/Bronze tiers and VIPs.
• Managed system access and delivered department-wide trainings on partner processes, enabling teams to confidently handle affiliate/IB and VIP cases.
• Applied regulatory knowledge across Labuan FSA, MFSA Malta, FSC Mauritius, CIMA Cayman Islands, SCA UAE, VFSC Vanuatu, BVI FSC to ensure compliance with KYC, CDD, and EDD requirements for partners and their clients.
• Collaborated with Media Compliance to brief CX on localized marketing restrictions (permitted PPC, physical events such as seminars/expos, country-specific guidelines).
• Advised partners on affiliate marketing requirements in regulated markets (mandatory risk disclaimers, platform-specific restrictions for public promotions).
• Coordinated communication on website access restrictions (e.g., Indonesia), relaying senior management directives along with PR specialists and advising CX team and partners on next steps.
• Contributed as a key stakeholder in reviewing affiliate commission abuse cases, collaborating cross-functionally to implement safeguards that protected revenue.
• Collaborated with Global Partnerships & Compliance to resolve escalations across multiple regions, translating partner event feedback into process improvements; proposed a tokenized partnership commission framework for future-ready incentives.
• Supported B2B compliance operations (Apr–Jul 2024)—handled partner applications and conducted OSINT-based risk assessments, mitigating high-risk cases and ensuring KYC adherence.

-Led a 10+ member CX Payments team, managing daily operations, coaching agents, and driving consistent achievement of KPIs (CSAT, productivity, average handling time).

- Implemented workflow optimizations using Lean Six Sigma (DMAIC framework), improving process accuracy, reducing resolution time, and strengthening compliance with payment procedures.

- Designed and delivered training & coaching sessions using the GROW model and situational leadership techniques, strengthening agent capability in handling complex payment escalations, cross-border transactions, and sensitive client issues — resulting in 25% improvement in resolution accuracy and 40% uplift in CSAT.

- Tracked and analyzed team performance metrics to identify gaps and roll out targeted improvements, contributing to sustained CSAT improvements.

- Acted as the escalation point for high-value client and partner payment issues, collaborating with Payments, Compliance, and Finance teams to ensure timely resolution.

- Partnered with Fraud Analysts to investigate and resolve complex chargeback escalations.

- Represented CX Payments in global offices (Cyberjaya, Dubai, Rwanda, Ipoh), aligning cross-regional teams on KPIs, processes, and knowledge sharing.

- Partnered with senior leadership to cascade company goals into team objectives, ensuring alignment with broader CX strategy and regulatory expectations.

Senior CS Trainer | Apr 2022 – Oct 2022

• Trained and mentored CS trainers to deliver consistent, high-quality sessions.
• Drove employee engagement initiatives to support SOP updates and team alignment.

Senior Customer Support Executive | Jan 2022 – Apr 2022

• Delivered “train-the-trainer” programs and monitored KPIs to improve service quality.

Customer Support Executive | Dec 2020 – Jan 2022

• Delivered global front-line support (Livechat, email, Callhippo).
• Consistently exceeded CSAT, IQS, productivity, and availability KPIs.

- Conducted up to 80 background checks per day for Asia-based fintech companies, ensuring accuracy and compliance within strict SLA timelines.

- Performed criminal record, education, and employment verifications using OSINT and World-Check, liaising directly with institutions and employers to confirm authenticity.

- Delivered media and reputational risk checks, monitoring news outlets and social media for red flags affecting client hires.

- Produced detailed, client-specific reports consolidating findings and highlighting key risks to support compliance decisions.

- Maintained full compliance with legal and confidentiality standards, safeguarding sensitive client and candidate data.