Experience

Vinculum Group

• India
• Technology, Information and Internet
• 400 - 500 Employee

• Product Support Manager

  • Jun 2021 - Present

• Assistant Manager- Product Support

  • Jun 2020 - Jun 2021



Paytm

• India
• Financial Services
• 700 & Above Employee

• Team Lead - Business Operations & Customer Success

  • Jan 2019 - Apr 2020

   Complete handholding of PAN India EDC & POS after sales servicing.  Managing the workflow and SOP's of around 25 associates.  Provides Training of entire process note of the product to the entire team.  Make sure that the merchant queries and issues are getting resolved on given TAT.  Interact with various stakeholders in order to deploy the new requirement in the software asked by the merchant  Need to ensure that merchant is actively using the product and generating good GMV.  Managing and preparing the daily, weekly and Monthly report to represent the team performance and productive.  Managing Client escalations raised on social media and mails.  Conducting weekly & fortnightly assessment of FSE’s to analyze their knowledge of product  Help business team in presenting the various report in terms of growth and performance  Assist Sales Team in providing the product demo to Enterprise Customer and help them in maturing the leads Show less



Zopper

• India
• Insurance
• 400 - 500 Employee

• Team Lead - Operations & Client Servicing

  • Mar 2016 - Dec 2018

  • Handling software implementation at client site Providing online and onsite training of our POS software “EasyPOS’ and troubleshot the query of clients about the software via Mail, Call on taking him on remote • Handling the team of 8 Product consultants of Delhi NCR & West UP and managing their work flow and schedule • Provide end user support during and after implementation to make sure the utmost uses of the whole solution • Understanding customer requirements and discussing with the appropriate teams till the solution • Acts as a trusted advisor / technical / functional architect to the customer • Manage client relationship through all phases of the implementation cycle till renewal. • Conducting KT sessions for Product Consultant’s if required and if any new module/feature is deployed • Track data managements metrics on product quality, efficiency and participate in the implementation of improvements • Also conducting the fortnightly evaluation of the knowledge of PAN India Pc’s • Work closely with Sales & Product team • Conduct trainings for internal teams and channel partners with the ability to present in such as technical seminars, client training etc. • Conduct hangout meeting for the team to update them about the new feature and development Show less



IndiaMART InterMESH Limited

• India
• Technology, Information and Internet
• 700 & Above Employee

• Sr. Executive - Operations & Product Management

  • Jun 2012 - Feb 2016

  • Completely monitoring the core business product of IndiaMart based on Virtual number system (Cloud telephony)• Vendor Management which involves follow up for pending deliveries and costing negotiation and for process improvement • Identifying the process gaps and bugs of the product and get them correct with strong follow up• Data analysis which involves fetching of different complex data which is required by the management for performance tracking of the system• Provide valuable suggestion to improve the success percentage of the project and to increase ROI.• Handling and integrating large volumes of data from various sources and automating creation of reports on the data as per specificationsMy role encompasses various aspects of Operations, Customer Relations, Process Innovation and correction* The focus behind each activity is to ensure maximum customer delight and customer allegiance, proliferate business results, optimize efforts through innovative automated processes and develop a superior task-force to handle the daily flood of customer needs and queries* Manage end-to-end operations related to customer grievance handling, right from understanding customer problems, quickly analyzing feasible solutions and providing prompt grievance resolution * Drive VOC Management, to gather more inputs on specific customer requirements before the launch of new products / services in the company * Ensure complete adherence to pre-defined Turn-Around-Time (TAT) in terms of all functions, to provide optimum service levels to all customers * Convert Voice of Customer into actionable around Policy / Process / System, Manpower, Training* Developed online Knowledge Bank for Customer Query Resolution Show less

• QC Analyst

  • Jul 2012 - Jun 2013

  * Performed catalog promotions and QC to enhance the visibility of the client catalog* Performed keyword research in coordination with client business objectives to optimize existing content* Ensure content appears high on search rankings* Develop density of desired keyword on page