Experience

Gameskraft

• India
• Computer Games
• 500 - 600 Employee

• Manager - Payment strategy and Ops

  • Apr 2022 - Present



Cashfree Payments

• India
• Financial Services
• 700 & Above Employee

• Manager - Operations Engineering

  • Nov 2021 - May 2022

  * Building SOP for the existing process.* Scaling the team from 4 people to a full capacity of 20 people.* Initiating a new team TSE for additional support of core engineering.* Managing OE & TSE team.* SOP design and metrics for both the process* scaling up to 24/7 monitoring from 14hrs* Monitoring accounts from onboarding to handover * Defining TAT on merchant onboarding to payment activation stage * Monitor activated payment modes for better merchant experience * Co-ordination with multiple stakeholders (sales, engg, CS, Banking ops) for better SR on individual merchant level and overall PG * Connect with multiple PG’s/ Banks along with Banking ops to define SLA’s on existing issues and error code mapping* Define process with Integration team(core engg) on error code mapping to provide better merchant experience and help merchants understand various reasons of failed transactions * New project on wallet transactions issues frequently faced by merchants and connect with multiple wallet companies to help them understand the issue and use cases faced by various merchants across different LOB’s * Successfully convinced few wallet companies to extend the “transaction time out” period from 5mins - 15mins resulting in SR from avg 15% to 45%* Successfully convinced the onboarding process and share better error codes for failures based on the onboarding of customers on their platform including risk and compliance check errors to be listed.

• Assistant Manager - Site Reliability Engineering

  • Apr 2021 - Oct 2021

  * Moved to Engineering as a new team (SRE), to enhance merchant experience on SR issues’ * Working on multiple fronts to provide better SR to merchants as SR implications would impact the revenue and reputation of the merchant and cashfree. * Working with the team on automation for SRE on both PG and pay-outs. * Successfully closed automation to replace 100% of queries and trends used by SRE to reduce manual intervention. * Launched and successfully reduced dependency on stakeholders and SRE to get closure on connected issues. Ex: (direct connect with banks & PG’s to decrease dependency on Bank-ops). * Also reduced TAT, which was high due to the involvement of multiple stakeholders. * The transition of SMS vendor for the transaction & other SMS, 0 escalations from merchants and AM's about SMS issue by regular monitoring and interaction with the vendor. * Monthly SR reports and comparison data from the previous month for listed Tier1 merchants to the growth team. * Successful PG & PO monitoring during IPL with 0 escalations from gaming merchants.

• Sr. Customer Success Lead

  • Jan 2020 - Apr 2021

  • Started with CS (customer success) as a team member handling merchant and end customer queries. • Started RCA for 2000 tickets every day, to understand the causes. • As a result of RCA, found a lot of Fraudulent merchants in the e-commerce segment, started identifying those merchants individually. • Handled the entire support queue alone for 2 months to understand and build an SOP. • Initiated POD process to mitigate the risk factor in the E-commerce segment. • Highlighted approx. 125-150 MID’s to RISK team post-investigation on fraudulent activities in multiple LOB’s (E-commerce, Utility, Gaming, Loan aggregators etc;). • Collaboration for “support form” to share use cases, to reduce ticket flow from end customers. • Collaboration for IVR setup to reduce calls from end customers. • Initiated “dispute queries” queue for resolving disputes before landing in the dispute team. • Highlighted high-risk merchants and their modus operandi of operations (gaming and NBFC) • Handled L3 escalation desk (queries addressed to Nodal officer) for high-risk end users issues and cybercrime issues • Started SR monitoring as an Adhoc process • Worked with the engineering team to build an SOP for SR monitoring • Successfully handled IPL payout monitoring during IPL 2020, without SLA breach • Extended SR monitoring from 9 am – 3 am (18hrs shift) for IPL monitoring • Exclusive SR monitoring for PG & Payouts for Gaming merchant during IPl (D11, MPL, etc;) • Simultaneously handled Customer success (end customer support team), SR monitoring team & Risk Analysis.



Synup

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• CSM

  • Sep 2018 - Jan 2020



Ola

• India
• Software Development
• 700 & Above Employee

• Sr.CSM

  • Jul 2016 - Sep 2018

  * Pilot batch for Ola Corporate support* Risk & Crisis management during unforeseen circumstances * Operational hassles from both Driver partner and clients * Handled crisis situations to ensure availability for clients * Pilot batch for Ola Corporate support* Risk & Crisis management during unforeseen circumstances * Operational hassles from both Driver partner and clients * Handled crisis situations to ensure availability for clients



Ocwen Financial Solutions Pvt. Ltd. - APAC

• India
• Financial Services
• 700 & Above Employee

• Sr.CSM

  • Feb 2012 - Oct 2013