Team Lead - Merchant Services- APAC - Fiserv India Pvt. Ltd
(2024-01 - 2026-01)
- Led a team of service delivery professionals to achieve a reduction in merchant issue resolution time while maintaining a 95% customer satisfaction rate.
- Oversaw service delivery operations for merchant services across APAC, ensuring timely and accurate processing of over 1 million transactions monthly.
- Managed and resolved escalated merchant issues, achieving a 90% resolution rate within 24 hours and minimizing impact on business operations.
- Spearheaded process optimization initiatives that resulted in a improvement in service delivery efficiency and reduced operational costs.
- Provided coaching and mentorship to team members, resulting in a team performance and improved employee engagement scores.
- Cultivated strong relationships with key merchants, proactively addressing their needs and concerns, resulting in increased customer loyalty and retention.
- Generated comprehensive reports and conducted in-depth analysis of service delivery metrics, identifying trends and opportunities for improvement, leading to data-driven strategic decision-making.
- Ensured compliance with regulatory requirements and industry standards, implementing robust quality assurance checks to maintain accuracy and integrity of service delivery processes.
- Served as the primary point of contact for merchants, resolving over 500 queries monthly with a good satisfaction rate, ensuring smooth operations and excellent customer satisfaction.
- Managed transaction processing tasks, including refund processing and manual settlement, resolving funding rejects and maintaining data integrity.
- Effectively managed critical and escalated cases, providing end-to-end resolution within defined SLAs and minimizing impact on business operations and customer experience.
Senior Processing specialist- Merchant Services APAC - Fiserv India Pvt. Ltd
(2014-05 - 2023-12)
- Served as the primary point of contact for merchants, resolving over 500 queries monthly with a good satisfaction rate, ensuring smooth operations and excellent customer satisfaction.
- Managed transaction processing tasks, including refund processing and manual settlement, resolving funding rejects and maintaining data integrity.
- Effectively managed critical and escalated cases, providing end-to-end resolution within defined SLAs and minimizing impact on business operations and customer experience.
- Provided support and guidance to team members, sharing best practices, and conducting process training sessions, improving team competency and adherence to SOPs.
- Participated in UAT testing of newly launched applications, identifying and resolving critical issues, ensuring functionality met business requirements and improving user experience.
- Generated reports and conducted analysis on transaction data, identifying trends and opportunities for enhancing service delivery, resulting in a improvement in key performance indicators.
- Supported ad hoc projects, collaborating with internal teams to drive business objectives and improve overall service quality, contributing a increase in customer retention.
Team Manager - HBL Global
(2006-07 - 2007-01)
- Led a team of sales executives to exceed sales targets by 15% through effective cross-selling strategies for credit card services and related products.
- Oversaw the day-to-day operations of the in-house call center, optimizing resource allocation and ensuring efficient handling of customer inquiries, resulting in a 20% reduction in call abandonment rates.
- Recruited, trained, and mentored sales executives, equipping them with the skills and knowledge to effectively promote and sell credit card and cross-sell products, resulting in a 10% improvement in sales conversion rates.
Customer care and operation executive - ICICI Bank
(2004-09 - 2005-07)
- Handled walk-in customers and resolved their queries and complaints effectively.
- Managed conversions and foreclosures of home loans and auto loans.
- Managed operations and administrative tasks, including PDC banking, issuing NOCs, and preparing MIS reports, ensuring accuracy and compliance.
