Marvin Khera

Promoted to Client Support Manager after demonstrating strong performance in client support, payment issue resolution, compliance coordination, and client operations.

• Supervise and support the client support team in managing daily client inquiries, complaints, onboarding cases, payment issues, and escalations.
• Assign, monitor, and follow up on client support cases to ensure timely resolution, accurate updates, and professional client communication.
• Oversee client cases related to deposits, withdrawals, failed payments, account access, onboarding verification, and compliance documentation.
• Guide team members on handling sensitive cases involving KYC verification, AML checks, withdrawal approvals, failed deposits, and account access concerns.
• Coordinate with finance, compliance, IT, operations teams, and payment providers to resolve payment gateway errors, withdrawal delays, deposit failures, and high-priority client issues.
• Monitor client transactions and payment activity to identify verification gaps, failed transactions, risk indicators, and potential compliance concerns.
• Ensure client withdrawal requests are processed securely and in line with internal policies, compliance standards, and operational procedures.
• Review escalated client issues and support the team with clear communication, follow-ups, and service recovery to improve client satisfaction.
• Maintain accurate records of client communication, transaction updates, escalations, and support activities for reporting and internal tracking.

Joined CMK LLC as a Client Support Specialist, supporting client onboarding, transaction verification, payment issue resolution, and compliance-related service operations.

• Conducted KYC verification and AML checks for client onboarding and withdrawal approvals, including ID verification, proof of address review, and document validation.
• Monitored client deposits, transactions, and withdrawal requests to support secure payment processing and reduce potential fraud or compliance risks.
• Investigated and resolved failed deposits, withdrawal issues, payment delays, account access problems, and payment gateway related concerns.
• Assisted clients with login troubleshooting, account verification, credential resets, and general service inquiries.
• Provided professional email-based client support, responding to inquiries, complaints, and escalations with accuracy and timely follow-up.
• Worked closely with internal teams to resolve client issues while ensuring compliance with company policies and service procedures.
• Maintained organized support records, client communication logs, and case updates to ensure smooth internal coordination.

• Conducted 100–150 outbound calls daily to generate qualified leads for tax consultancy, UAE business setup, company formation, and corporate advisory services.
• Identified client requirements through consultative conversations and recommended suitable solutions based on business setup, licensing, and compliance needs.
• Supported revenue generation by following up with prospects, preparing proposals, coordinating pricing discussions, and assisting in converting inquiries into paying clients.
• Prepared customized proposals, quotations, pricing details, and service agreements according to each client’s requirements.
• Assisted in contract discussions, documentation collection, and client onboarding coordination to ensure smooth service initiation.
• Guided clients on UAE company formation, licensing procedures, and basic regulatory requirements.
• Tracked leads, sales activities, follow-ups, targets, and KPIs to support performance reporting to senior management.
• Built and maintained strong client relationships by providing accurate information, timely responses, and reliable service support.

• Managed social media campaigns across multiple platforms to improve brand visibility, online presence, and audience engagement.
• Created and coordinated content calendars, captions, campaign ideas, and promotional materials for client accounts.
• Monitored social media trends, engagement performance, and campaign metrics to support content optimization.
• Coordinated client shoots, influencer collaborations, and creative execution with internal teams.
• Supported digital marketing strategies through content planning, campaign execution, and performance tracking.
• Worked closely with sales and creative teams to develop marketing materials aligned with client goals.

• Verified 200+ passenger travel and health documents daily, including vaccination certificates, COVID-19 test reports, and travel-related compliance documents.
• Reviewed and processed airline refund requests in line with company policies, airline procedures, and regulatory guidelines.
• Ensured accuracy in passenger information, refund documentation, transaction records, and case updates.
• Coordinated with internal departments to resolve refund, documentation, and compliance-related cases efficiently.
• Maintained organized records of passenger documents, refund requests, approvals, and internal case updates.
• Delivered high-quality customer service while handling sensitive travel, refund, and documentation-related concerns.
• Earned internal promotion due to strong problem-solving ability, service quality, and operational performance.
• Worked flexible shifts including nights, weekends, and public holidays to support global airline operations.