Apr 2021 – Sep 2023 · 2 yrs 5 mos · Noida, Uttar Pradesh, India · Remote

• I lead the Integration and Production Support team, overseeing end-to-end onboarding, enablement, and post-integration success of merchants across a wide range of digital payment solutions. I serve as a key point of contact between technology, product, and client teams to ensure seamless deployment and optimal performance of our payment stack.
• 🔹 Key Responsibilities & Highlights:
• Lead client onboarding through development, QA, and integration of the Pine Labs Payment Gateway and API stack.
• Provide strategic guidance to merchants for adoption of Pine Labs’ online payment products, including Payouts, Subscriptions, Tokenization, Brand EMI, Cards, UPI, Wallets, Net Banking, and BNPL.
• Translate merchant requirements into technical solutions by collaborating with internal product/tech teams and third-party providers.
• Own the scalability and performance of payment systems, coordinating with infrastructure and engineering stakeholders.
• Drive external stakeholder alignment to ensure smooth integration, process adherence, and delivery of committed scope.
• Audit and continuously enhance customer experience by benchmarking against industry standards and competitive offerings.
• Conduct QA testing, validate APIs against acceptance criteria, and ensure robust payment performance across touchpoints.
• Troubleshoot production issues, analyze transaction data to identify root causes, and implement lasting solutions.
• Create detailed BRDs, API documentation, training guides, and integration references to support implementation and support teams.
• Optimize payment success rates by identifying and resolving friction points in the payment flow.
• Act as a liaison between business and tech teams, facilitating weekly syncs to track milestones, unblock bottlenecks, and align on delivery goals.

Nov 2019 – Apr 2021 · 1 yr 5 mos · Gurugram, Haryana, India · On-site

• I played a key role in supporting merchants through the end-to-end integration and optimization of our payment gateway and digital payment solutions. As part of the technical delivery team, I worked closely with internal stakeholders and external clients to ensure smooth implementation, quality assurance, and ongoing support across multiple payment stacks.
• 🔹 Key Responsibilities & Contributions:
• Guided clients through the full lifecycle of payment gateway and API integration—including development, QA, and deployment phases.
• Supported merchant adoption of PayU’s online payment products and offered hands-on assistance for features like tokenization, UPI, wallets, credit/debit cards, net banking, and more.
• Collaborated with tech and product teams to translate business requirements into technical features and enhancements.
• Led quality assurance efforts, validating newly developed solutions against functional specs and acceptance criteria.
• Authored and maintained comprehensive documentation, including Business Requirement Documents (BRDs), test cases, training materials, and developer guides.
• Acted as a key escalation point for technical issues raised via Zendesk, ensuring timely ticket resolution in line with internal SLAs.
• Performed root cause analysis (RCA) for production and UAT issues, coordinating with engineering to resolve bugs, optimize flows, and improve customer experience.
• Analyzed merchant transaction data to debug failed transactions, optimize success rates, and recommend improvements to payment flow logic.
• Collaborated on merchant-specific initiatives, providing customized integration support and consulting.
• Actively worked with JIRA for project tracking, sprint planning, and issue management.
• Led weekly syncs with internal stakeholders and developers to review technical challenges, prioritize issue resolution, and align on timelines.

Nov 2017 – Nov 2019 · 2 yrs · Gurugram, Haryana, India · On-site

• I was responsible for end-to-end web development and client implementation support, working on customized web modules, integration processes, and ongoing technical troubleshooting. I collaborated directly with clients to translate their needs into actionable deliverables and supported them throughout the implementation lifecycle.
• 🔹 Key Responsibilities:
• Developed and customized website modules based on client specifications using HTML5, CSS, PHP, SQL, and CMS tools like Drupal.
• Acted as a bridge between clients and internal teams by translating business requirements into clear technical tasks.
• Provided end-to-end assistance including domain registration, content uploading, site configuration, and product implementation.
• Guided client integration teams through implementation processes and deliverables.
• Supported clients via Zendesk, Jira, and live chat, resolving web development-related queries and technical issues promptly.
• Managed website development and deployment using the Goshly Web Builder platform, ensuring performance, scalability, and quality.
• Delivered proactive suggestions to clients for optimizing their web presence and achieving better business outcomes.
• Provided QA testing, performance monitoring, and issue resolution support to ensure site functionality.
• Worked with banks and payment gateway/acquirer partners, identifying and onboarding new payment solutions aligned with business needs.
• Handled REST API integrations and used tools such as Postman for testing and validating endpoints.
• 🔹 Tools & Technologies:
• Zendesk | Jira | Confluence | Postman | Drupal | Goshly CMS | HTML5 | CSS | PHP | SQL | REST APIs | Windows | iOS | Android
• 🔹 Key Projects:
• Goshly Web Builder – Website hosting & customization platform
• Metro.US – Web content and feature development for a major online news publisher

Jun 2016 – Jul 2017 · 1 yr 1 mo · Gurugram, Haryana, India

• As part of the Samsung digital operations team at Cheil India, I was responsible for delivering top-tier customer support, analyzing market data, and coordinating across global teams to improve product experiences and customer satisfaction.
• 🔹 Key Responsibilities:
• Provided real-time support to Samsung customers via live chat and email, resolving queries related to product features, purchases, billing, and technical issues.
• Handled ticket and incident management, including application monitoring, escalations, and ensuring timely resolution of customer concerns.
• Tracked and analyzed weekly sales trends and competitor strengths using data from social media platforms like Facebook and Twitter, generating reports with R language.
• Collaborated with internal Samsung teams and external partners such as Flipkart, Amazon, Paytm, Snapdeal, and Warner Media, ensuring consistent communication and alignment.
• Monitored customer feedback across online retail platforms and relayed critical issues to the Samsung technical team to inform future product improvements.
• Acted as a liaison between developers, project managers, and business stakeholders to align technical execution with business needs.
• Proactively followed up on open tickets to ensure closure and high customer satisfaction.
• Supported the customer journey through billing and payment issue resolution (including credit card, PayPal, and invoice transactions).
• Contributed to achieving the highest customer satisfaction scores, supporting revenue growth and brand loyalty.
• 🔹 Tools & Technologies:
• LivePerson | Talisma | Postman | R Language | REST APIs | Windows OS
• 🔹 Key Projects:
• Samsung Web Chat Support – Flipkart & Other eCommerce Platforms

Mar 2015 – Jun 2016 · 1 yr 3 mos · Gurgaon, India

• Client Support & Product Enablement Specialist | FIS Global
• Vodafone UK & O2 UK Process
• At FIS, I worked in a client-facing role supporting telecom service providers like Vodafone UK and O2 UK. My responsibilities involved delivering high-quality customer support, mentoring new team members, and collaborating with internal technical teams to provide tailored solutions aligned with client needs.
• 🔹 Key Responsibilities:
• Interacted directly with clients to gather and understand business requirements, and collaborated with technical teams to deliver customized, solution-oriented support.
• Handled customer escalations via chat and email related to billing, technical issues, and value-added services (VAS) for Vodafone UK and O2 UK customers.
• Promoted and educated customers on new technology products and services, enhancing user engagement and adoption.
• Acted as a mentor for new joiners (OJT and confirmed team members), guiding them through production training and assisting with live query resolution.
• Worked closely with training managers to introduce emerging technologies, and conducted live chat monitoring to ensure service quality and performance standards.
• Collaborated with internal stakeholders and third-party vendors to ensure the timely and smooth execution of support projects.
• Demonstrated the ability to work independently with minimal supervision, while contributing effectively within a team setting.
• 🔹 Key Skills:
• Customer Escalation Handling | Web Chat Support | Technical Product Enablement | Telecom Billing Systems | VAS Support | Mentorship & Training | Customer Experience (CX) | Product Education | Team Collaboration | Project Coordination | Creative Problem Solving

Dec 2012 – Nov 2014 · 1 yr 11 mos · Delhi, India

• Researching, diagnosing & troubleshooting issues regarding system through Live chat or Email.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Working with customers/employees to identify computer problems and advising on the solution for the same.
• Logging and keeping records of customer/employee queries
• Updating self-help documents so customers/employees can try to fix problems themselves.
• Conduct client interviews, high-level reviews, focus groups to derive and execute action plans, meet deadlines and follow industry standards & best practices