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Customer Support Associate with 10+ years in CX & Banking Operations
Results-driven Customer Experience and Banking Operations professional with 10+ years of progressive leadership across retail banking, payment operations, premium customer management, and contact centre excellence across Canada, UAE, Qatar, and India. Expert in CASA account servicing, KYC/AML/CFT compliance, fraud investigation, escalation management, and CRM platforms (Salesforce, Zendesk, MS Dynamics 365, Power BI). Demonstrated ability to deliver measurable business outcomes through Voice of Customer (VoC) insights, customer journey mapping, omnichannel CX strategy, and data-driven process optimisation. Consistent record of zero compliance breaches, top-quartile team performance, and sustained NPS/CSAT improvement.
Lambton College
MBA · International Business & Marketing Management
September 1, 2020 – April 1, 2022
UEI Global
BSc · Tourism & Hospitality Management
January 1, 2015 – January 1, 2018
Pram Lifestyle Private Ltd.
Customer Experience Manager
March 1, 2025 – Present
UAE
TD Bank (Toronto-Dominion Bank)
Customer Experience & Insights Manager
May 1, 2024 – July 1, 2025
Toronto, Ontario, Canada
American Express
Team Leader – Customer Service & Premium Accounts
May 1, 2023 – May 1, 2024
Toronto, Ontario, Canada
Rex Hotel
Front Office Manager
October 1, 2022 – February 1, 2025
Toronto, Ontario, Canada
SSH (Service Support Hub)
Customer Experience & Operations Lead
April 1, 2022 – June 1, 2024
Toronto, Ontario, Canada
Byju's (EdTech MNC)
Sales Manager
October 1, 2020 – April 1, 2022
Toronto, Ontario, Canada
Marriott International
Front Office Executive
January 1, 2019 – October 1, 2020
Doha, Doha, Qatar
Foundations of Dynamics 365 Customer Engagement Apps
Microsoft Learn
June 1, 2026 – Present
Deploy a Voice Channel in Dynamics 365 Customer Service
Microsoft Learn
June 1, 2026 – Present
Get Started with Dynamics 365 Contact Center
Microsoft Learn
June 1, 2026 – Present
Get Started Building with Power BI
Microsoft Learn
June 1, 2026 – Present
Connect to Other Data in a Power Apps Canvas App
Microsoft Learn
June 1, 2026 – Present
The ABCs of Banking & Insurance Business: AML, KYC, NAIC, IFRS and More
LinkedIn Learning
June 1, 2026 – Present
GDPR Compliance: Essential Training
LinkedIn Learning
June 1, 2026 – Present
HubSpot Customer Experience Certification
HubSpot Academy
June 1, 2026 – Present
Introduction to Privacy & Data Protection / GDPR Awareness
IAPP
June 1, 2026 – Present
Customer Experience Management (CX Strategy)
Professional Certification
June 1, 2026 – Present
CRM Administration – Salesforce Trailhead (Verified Digital Badges) & Zendesk
Salesforce Trailhead
June 1, 2026 – Present
KYC & AML/CFT Compliance – Banking Operations
Unknown
June 1, 2026 – Present
Fraud Handling & Escalation Management
Unknown
June 1, 2026 – Present
SLA/KPI Performance Management
Unknown
June 1, 2026 – Present
Operational Risk Awareness & Regulatory Compliance
Unknown
June 1, 2026 – Present
Cultural Fit Analysis
The candidate's diverse professional background across multiple countries (Canada, UAE, Qatar, India) and industries (banking, D2C, hospitality, EdTech) indicates high adaptability and a global mindset. Their continuous pursuit of certifications in CX, CRM, and compliance demonstrates a commitment to professional growth and staying current with industry best practices. The candidate's focus on customer-centricity, data-driven improvements, and team leadership aligns well with a culture that values performance, innovation, and customer satisfaction.
Soft Skills & Operational Fit
The candidate demonstrates strong leadership, team management, and coaching abilities. Their experience in cross-functional collaboration, process improvement, and SLA/KPI governance indicates a robust operational fit. The consistent achievement of performance targets and improvements in customer satisfaction metrics highlight a results-oriented approach and strong problem-solving skills. Their global exposure and adaptability to different work environments further enhance their operational fit.