Apr 2025 – Present · 11 mos · Noida, Uttar Pradesh, India · On-site

• Experienced in leading high-performing teams focused on productivity, service excellence, and revenue growth. Responsible for end-to-end team management, including task delegation, performance monitoring, and continuous coaching for improvement.
• Key Responsibilities:
• Lead a team of associates to ensure prompt resolution of merchant queries and escalations.
• Manage high-priority cases, guaranteeing a seamless customer experience through efficient escalation handling.
• Drive cross-selling and upselling initiatives across EDC, EMI, and value-added services (VAS) to maximize revenue.
• Ensure adherence to process compliance, conduct training on new product offerings, and uphold service excellence standards.
• Collaborate with internal teams to streamline operations and elevate overall merchant satisfaction.

Apr 2024 – Mar 2025 · 11 mos · Noida, Uttar Pradesh, India · On-site

• Retention and Account Management: Drove high retention rates by effectively managing Regional, Retail, and KAM/Corporate accounts, and overseeing the de-installation of merchant terminals.
• Led the activation of EMI for new Retail, regional and KAM merchants, including ICB activations, Merchant Offer Configurations, and Asset Protection Plan activations.
• Risk and Fraud Management: Managed risk operations by identifying and blocking fraudulent merchant terminals to protect the system and prevent financial losses.
• MIS and Case Assignments: Published detailed MIS reports and dashboards for both retained and non-retained merchants. Assigned cases to the team to ensure timely completion of delayed tasks, providing actionable insights for strategic decision-making.
• Oversaw MDR configuration for special products such as ICA, DCC, ICB, and EMI, ensuring alignment with merchant needs and business goals.
• Collaborated with Business, Marketing, and Product teams to enhance processes, optimize workflows, and identify strategies to reduce payment gateway (PG) costs.
• Manged commercial changes in collaboration with the Pricing Team and supported terminal recovery and service calls through coordination with the Field Force team.
• Conducted regular call audits to understand merchant requirements and improve call quality standards.

Feb 2022 – Mar 2024 · 2 yrs 1 mo · Noida, Uttar Pradesh, India · On-site

• Effectively communicate with customers to understand their reasons for wanting to de-install their POS machines.
• Effectively identify potential customers and resolving any issues that may be preventing them from staying with our company.
• Working with customers to solve their problems, I can retain their business and keep them as customers.
• Quickly identifying the issue and escalate it to the appropriate level of support. I then work with the support team to resolve the issue as quickly as possible.
• keeping the customer updated on the status of the issue and ensure that they are satisfied with the resolution.
• Effectively troubleshooting and resolving a wide range of customer issues, including service outages, billing disputes, settlement, and product & service activation related problems.
• Communicating and collaborates with a variety of stakeholders, including technical, business, and customer-facing teams.
• Develops and executes sales strategies to acquire new customers and retain existing customers.