Arati Jamali

Results-oriented and experienced Team Lead with over 12 years in Merchant Services within the APAC Acquiring (Payment Industry). Proven ability to drive process improvements, streamline operations, and enhance customer satisfaction. Expertise in team leadership, relationship management, and delivering exceptional service in a fast-paced environment. Seeking to leverage skills and experience to contribute to the success of a leading organization.

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.

Master of Business Administration - MBA - New York Institute of Technology (2010)

Master of Commerce - Advance Accounts - Gujarat university (2004)

Bachelor of Commerce - B.com - Gujarat University (2002)