Meaning for Life!

Results-driven Team Leader with 8+ years of experience across fintech, healthcare (health insurance), and telecommunications. Proven expertise in leading cross-functional teams, leveraging data analytics (Tableau), and driving operational excellence. Adept at managing KPIs, optimizing processes, and delivering exceptional customer experiences in highly regulated and dynamic environments.

Team Leader - Fintech Domain - Company Confidential

(2024-02)

• Lead a cross-functional team of analysts and associates to manage end-to-end fintech operations.
• Oversee digital payment ecosystems including UPI, IMPS, NEFT, RTGS, Wallets, and Card Transactions.
• Ensure transaction monitoring, reconciliation, exception handling, and dispute resolution.
• Develop and monitor KPIs & dashboards (Tableau) to track SLAs, volume trends, success ratios, and TAT.
• Drive risk & compliance adherence including AML, KYC, and other regulatory guidelines.
• Partner with product, engineering, and compliance teams to enhance platform reliability and scalability.
• Implement automation initiatives reducing manual effort and improving process accuracy by 25%+.
• Conduct team coaching, performance reviews, and career development planning.

Trainer - Healthcare Domain - Concentrix

(2022-01 - 2024-02)

• Delivered structured training programs on health insurance processes including claims (cashless, reimbursement), pre-authorizations, renewals, payouts, and policy servicing.
• Focused on compliance with IRDAI regulations, data privacy (HIPAA), and customer service excellence.
• Mentored new hires, improving first-contact resolution and accuracy.
• Designed training content and assessments aligned with operational KPIs.
• Collaborated with operations to identify gaps and implement continuous learning solutions.

Senior Customer Support Associate - Telecom - Concentrix

(2020-05 - 2021-12)

• Handled escalated customer issues across postpaid, broadband, and enterprise services.
• Ensured first-call resolution, service quality, and customer satisfaction.
• Maintained adherence to SLA, quality standards, and compliance policies.
• Contributed to process improvements and knowledge base development.

Business Associate - Banking & Financial Services - Wipro Ltd. - Hinjewadi, Pune

(2018-07 - 2020-05)

• Worked on credit bureau processes such as dispute resolution, data verification, and report generation (CIBIL, Experian, Equifax).
• Ensured data accuracy and compliance with RBI and internal banking policies.
• Improved process efficiency by implementing automated validation checks.
• Supported lead generation and client relationship management activities.

Trainee - BPS - Tata Consultancy Services

(2017-05 - 2017-10)

• Processed pharmacovigilance cases as per SOPs and regulatory guidelines.
• Coordinated with medical reviewers for timely and accurate reporting.

Bachelor of Pharmacy - Pharmacy - University of Pune