Headline

VIP Account Manager | Customer Success & Client Relationship Management | Retention, Engagement & Revenue Growth

About

🎓Graduate from GITAM University with a passion for people, problem-solving, and continuous growth. My professional journey began at IntouchCX in customer support for the crypto industry, where I developed strong communication skills and a customer-first mindset. That foundation helped me grow into my current role as a VIP Account Manager in the gaming industry. Today, I focus on building meaningful relationships with premium players and delivering personalized experiences that drive loyalty, engagement, and long-term value. By combining relationship management, strategic thinking, and data-driven insights, I help create exceptional player experiences while supporting business growth. 🔑 What I bring to the table: • VIP Player Relationship Management & Retention Strategies • Revenue Growth through player engagement, loyalty, and upselling opportunities • Data-driven decision-making using Excel, CRM platforms, and performance dashboards • Cross-functional collaboration with Product, Marketing, Risk, and Finance teams • Strong relationship-building skills and emotional intelligence for managing premium player portfolios at scale • Customer-centric mindset focused on delivering personalized, high-impact experiences. Passionate about building meaningful connections, driving business growth, and continuously learning in fast-paced, customer-focused environments. 🚀

Location

Bengaluru

AI stack

aistudio

claude

notebooklm

openai

perplexity

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Work experience

VIP at IntouchCX, Jun 2023 - Present · 3 yrs 4 mos, Bengaluru, Professional Experience Customer Support Specialist [VIP Account Manager]| Gaming & Lifestyle Platforms Multi-Channel Support: Managed high-volume player inquiries via Facebook, Live Chat, and email, maintaining high efficiency while handling multiple concurrent conversations. Technical Troubleshooting: Resolved complex issues for AR gaming, including login errors, feature bugs, and app performance, utilizing active gameplay testing to capture reproduction steps for development teams. Financial & VIP Management: Handled in-app purchases, top-ups (gems/packs), and payment validation. Managed sensitive escalations and refund requests for VIP players with high-touch communication. Knowledge Management: Translated complex game mechanics, patch notes, and promotional terms into player-friendly language to boost engagement and reduce misunderstandings. Operational Oversight: Coordinated daily tasks and progress tracking to ensure smooth service delivery; identified and reported platform incidents until resolution. Reporting: Developed daily and weekly reports on issue trends, resolution status, and open cases for client visibility. AML Officer & Crypto Support Specialist | Fintech Crypto & Merchant Support: Provided technical and transactional assistance for high-value merchants and crypto users, resolving wallet access, payment errors, and site-wide technical issues. Compliance & Security: Performed rigorous KYC (Know Your Customer) verifications and served as an AML Officer, overseeing compliance reviews and internal escalations to mitigate financial risk. Global Communication: Adapted tone and style for diverse regions, ensuring clarity and cultural alignment across different player and merchant backgrounds.

Senior Consultant at IntouchCX, 2023 - Present · 3 yrs 9 mos, Customer Support Specialist | Gaming & Lifestyle Platforms • Multi-Channel Support: Managed high-volume player inquiries via Facebook, Live Chat, and email, maintaining high efficiency while handling multiple concurrent conversations. • Technical Troubleshooting: Resolved complex issues for AR gaming, including login errors, feature bugs, and app performance, utilizing active gameplay testing to capture reproduction steps for development teams. • Financial & VIP Management: Handled in-app purchases, top-ups (gems/packs), and payment validation. Managed sensitive escalations and refund requests for VIP players with high-touch communication. • Knowledge Management: Translated complex game mechanics, patch notes, and promotional terms into player-friendly language to boost engagement and reduce misunderstandings. • Operational Oversight: Coordinated daily tasks and progress tracking to ensure smooth service delivery; identified and reported platform incidents until resolution. • Reporting: Developed daily and weekly reports on issue trends, resolution status, and open cases for client visibility. AML Officer & Crypto Support Specialist • Crypto & Merchant Support: Provided technical and transactional assistance for high-value merchants and crypto users, resolving wallet access, payment errors, and site-wide technical issues. • Compliance & Security: Performed rigorous KYC (Know Your Customer) verifications and served as an AML Officer, overseeing compliance reviews and internal escalations to mitigate financial risk. • Global Communication: Adapted tone and style for diverse regions, ensuring clarity and cultural alignment across different player and merchant backgrounds.

Senior Travel Consultant at Olivel Tours, 2022 - 2023 · 1 yr, Lead and coordinate the Dubai team to ensure high performance and seamless collaboration. This adds leadership responsibility clearly and professionally. Manage company operations related to travel bookings, ensuring smooth processes. Book international and domestic flight tickets accurately and efficiently. Arrange travel packages for both international and national destinations tailored to client needs. Handle payment details, negotiate rates, and confirm bookings with vendors. Assist travelers with flight and tour arrangements, providing on-call support to resolve any issues.

Title Searcher at Avanze, 2020 - 2022 · 2 yrs, Bengaluru, Detail-oriented and analytical Title Searcher with expertise in examining public records, property ownership history, liens, encumbrances, judgments, and legal documents to ensure clear and marketable property titles for mortgage transactions. Skilled in conducting comprehensive title searches, reviewing legal descriptions, identifying title defects, and preparing title reports to support loan origination, refinancing, purchase, and foreclosure processes. Adept at working with county records, title plants, online databases, lenders, attorneys, and underwriters to facilitate smooth mortgage closings while ensuring compliance with industry regulations and company standards.

Mortgage Processor at Avanze Technologies PVT LTD India, 2020 - 2022 · 2 yrs, Verified U.S. loan documents and tax records, checking for completeness, accuracy, and compliance with lender requirements before packaging. Conducted record checks across multiple data sources, identifying discrepancies and escalating issues for resolution. Compiled and processed loan document packages under strict quality and turnaround standards, a discipline directly applicable to KYC client acceptance file management.

Senior Support Consultant at IntouchCX, • Manage player support and VIP retention across Facebook/email channels, handling technical troubleshooting and reporting. • Maintain accuracy and turnaround standards while working within defined SLAs and reporting requirements.

Education

BCom - Bachelor of Commerce, b.com, GITAM Deemed University

Bachelor's Degree, B.com, Gandhi Institute of Technology and Management (GITAM)