Junior Analyst - Razorpay software private limited - Banglore
(2019-08 - 2021-05)
Had an opportunity to face and explore FINTEC industry as a fresher.
- Worked on handling end to end customer queries related to their transactions/refunds/order placed via payment gateway.
- Holden a good customer satisfaction NPS score/most valuable player award consecutively and moved up internally within the team from customer support to merchant support.
- Handled merchants pricing, reports, transactions, refunds, dashboard, onboarding, payouts, related queries over chats/calls/ emails.
- Read through product documents and pushed in ideas to leadership teams during all hands and team meets.
- Formed up all new merchants chats team and worked on training new joiners in address queries within SLA and helped in creating chat templates and buddied them for better merchant experience.
- Worked closely with operations, risk, on-boarding and finance team in sharing merchant feedback's and quick resolution of their problems
- Hands on Freshdesk email/ chat support, Slack channels, JIRA, Microsoft EXCEL.
Senior customer success associate - OPEN financial technologies - Banglore
(2021-07 - 2023-09)
Had an opportunity to work on newly lunched product called OPENBOOK similar to KHATABOOK.
- Handling and interacting with SME merchants in providing end to end business handling tools and lending facility.
- Handling merchant chats on yellow messenger tool and call interaction in understanding their business requirements and fulfilling their needs with tailored pricing and report needs.
- Holder of good NPS score with SME merchants and been awarded has ACE performer on Csat SME category.
- Interacted and provided PPT presentation to IIFL lending company gathering all the SME merchants requirements and feedback's.
- Handled 3 field sales executive persons in monitoring their performance and numbers of business conversions.
- Handled Budget allocation process interacting with operations team for 3 field sales executive for banners , QR codes , Epos machines and bought positive outcome of conversion rate.
SME/Process lead/ Senior customer success - Muvin/ Finone technologies private limited
(2023-11 - 2024-06)
Took up the opportunity to work for a start up which focused on providing financial support to students and individuals below 18 with saving bank account, cards, lending, cashback on transactions with parental consent and authorisation.
- Worked on process improvement, checking of risk and fraudulent accounts and transaction patterns on cashback.
- Handled 5 customer representatives in absence of leadership team in monitoring of their chats and emails and in providing feedback's on performance improvement and quality parameters.
- Bought in 50 new valid accounts through campaign and new cashback ideas.
- Unfortunately! The business was shutdown due to legal documentation issues of RBI regulations of lending and recession and other financial reasons of founder and investors
Senior customer success associate - Cashfree payments India private limited
(2024-08 - 2026-03)
- Handling of Eneterprise/Big merchants queries and escalation over email/calls/ chats.
- Maintenance Csat scores and SLA Adhrence.
- Working closely with SRE , finance , operations, sales and other teams in managing the account hygiene , transaction patterns , Tailored pricing based on current business GMV , dashboard training for new Eneterprise accounts , reports clarity.
- Awarded a cash price and IPhone for topping the Csat score board.
- Participation has host on cultural events of company culture events and keeping good team environment.
- Happy to work here and due to certain family and father's health issues was intent to quite
