Experience

• 

  FPL Technologies

  • Pune, Maharashtra, India

  • Head of ORM & Social Listening OneCard | OneScore

    • Aug 2020 - Present
    • Pune, Maharashtra, India

• 

  EnKash - Corporate Cards | Business Payments

  • Pune Area, India

  • Manager, ORM

    • Jan 2020 - Jul 2020
    • Pune Area, India

    Lead ORM operations to achieve 5 min avg response TAT and 24hrsresolution TAT.- Setting up ORM Tool and strategies to control the flow of the incomingissues and tickets.- Working alongside Product managers and internal teams to improve theiroperational and product flow.- Keeping an eye on issues and marketing strategies of the competitorsmanually.- Ensuring customer happiness.- Creating brand awareness by turning detractors to promoters viapersonalized responses and faster resolution.- Doing a full in-depth RCA for all the highly escalated issues.- Tracking all the Social Accounts of the Stakeholders.- Assisting marketing and product team to finalize strategies by providingdefinitive data on customer sentiments.- Keeping a close look and ensuring all the 3rd party issue are beingaddressed timely.- Recording Daily, Weekly, and Monthly data to identify gaps and assistingthe product with the same.- Finalizing and documenting processes for ISO certifications.- Assist designing team in creating splendid creatives for social media.- Creating and handling YouTube channel and its content.- Leading the mass outreach activities via GupShup.- Leading the team to develop AI Chatbot.- Creating Product and Process Tutorials for the end user.

• 

  PayU

  • Netherlands
  • Financial Services
  • 700 & Above Employee

  • Assistant Manager, ORM

    • Apr 2019 - Dec 2019

    - Lead ORM operations to achieve 5 min avg response TAT and 24hrs resolution TAT. - Working alongside Product managers and internal teams to improve their operational and product flow.- Ensuring customer happiness- Creating brand awareness by turning detractors to promoters via personalized responses and faster resolution. - Assisting marketing and product team to finalize strategies by providing definitive data on customer sentiments. - Keeping a close look and ensuring all the 3rd party issue are being addressed timely.- Setting up ORM Tool and strategies to control the flow of the incoming issues and tickets. - Recording Daily, Weekly, and Monthly data to identify gaps and assisting the product with the same. - Keeping an eye on issues and marketing strategies of the competitors via BrandWatch.- Doing a full in-depth RCA for all the highly escalated issues. - Tracking all the Social Accounts of the Stakeholders.

  • Senior Associate,ORM

    • Jan 2017 - Mar 2019

• 

  LazyPay

  • India
  • Financial Services
  • 1 - 100 Employee

  • Assistant Manager

    • Apr 2019 - Dec 2019

  • Senior Associate, ORM

    • Apr 2017 - Mar 2019

• 

  Citrus Payment Solutions Pvt. Ltd

  • Pune Area, India

  • Junior Associate, ORM

    • Oct 2015 - Dec 2016
    • Pune Area, India

• 

  Avanaya Infotech

  • Nashik, Indore, Gwalior

  • Code Analyst,Buisness Devlopment Manager, Model Designer

    • Apr 2013 - Nov 2013
    • Nashik, Indore, Gwalior

• 

  Polymer Lab Machines

  • Dombivli, Mumbai Area, India

  • Jr. Administrator & Network Analyst

    • Sep 2012 - Mar 2013
    • Dombivli, Mumbai Area, India