Dharmesh

Performance-driven Fintech Customer Success Executive specializing in high-stakes social media escalation handling, merchant operations, and wealth trading platforms. Proven expertise in maintaining a 95%+ CSAT score across high-volume chat environments. Highly skilled at utilizing modern AI frameworks and advanced CRM architectures to streamline workflows, reduce repeat ticket rates, and tightly secure brand trust.

Social Media Escalation Handler - Paytm

(2025-01)

• Brand Reputation Management: Handled and mediated critical customer and merchant disputes across high-visibility social media channels, keeping a professional voice under intense conditions.
• B2B Merchant Operations: Managed backend and frontend operational queries for Paytm for Business partners involving Soundbox setups, EDC machines, merchant KYC, and payouts or settlements bottlenecks.
• CRM Workflow: Leveraged DevRev and custom internal CRM tracking tools to securely log issues, map user patterns, and push systemic fixes to internal product development teams.

Customer Success Executive - Groww

(2024-01 - 2024-12)

• High-Volume Execution: Conducted fast-paced digital chat support answering queries for over 150+ investors daily regarding complex instruments like Mutual Funds, Equities, F&O, MTF, Loans, and KYC.
• Premium Milestones: Maintained a consistent benchmark of 95%+ CSAT while carefully observing compliance frameworks and sensitive data infrastructure.
• Efficiency Solutions: Created highly informative training modules for incoming support personnel and tailored macro templates to slash user query repeat rates significantly.

Bachelor of Commerce - B.Com - SS Jain Subodh College (2020-06 - 2023-05)

Senior Secondary School - Commerce - AVM School (2018-06 - 2020-05)