Mansha Masson

CEO

Ghaziabad, Uttar Pradesh, India8 yrs 10 mos experience

Highly Stable

Key Highlights

Proven track record in enhancing employee satisfaction.
Achieved over 90% merchant satisfaction consistently.
Expert in driving revenue growth through effective management.

Stackforce AI infers this person is a Customer Service Leader in FinTech with a strong focus on retention and sales.

Contact

Skills

Core Skills

Customer Service ManagementTeam LeadershipRetention ManagementSales Operations

Other Skills

Job SatisfactionSalesMerchant BankingTele marketContact CentersCommunicationTele marketingSales Target ManagementMerchant ServicesCustomer ServiceFinTech

About

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Experience

8 yrs 10 mos

Total Experience

3 yrs

Average Tenure

2 yrs 9 mos

Current Experience

Paytm

Team Lead

Aug 2023 – Present · 2 yrs 9 mos · Noida, Uttar Pradesh, India · On-site

Managed 10+ associates to drive merchant engagement via servicing.
Maintained merchant engagement, and resolved process service requests within TAT, along with consistently achieving merchant
satisfaction of greater than 90%
Boosted revenue through GMV growth, reduced churn, and increased
product penetration across merchants
Resolved escalations within TAT, minimized repeat complaints, and
collaborated across teams for cohesive work
Engaged with Business & Product Teams to ensure satisfactory audit
ratings, and maintained compliance with process notes and circulars
Fostered a strong performance culture, developed talent through
optimal resourcing, addressed training needs, and controlled attrition through effective people management.

Job SatisfactionSalesCustomer Service ManagementTeam Leadership

Pine labs

Senior Customer Support Executive

Jun 2019 – Aug 2023 · 4 yrs 2 mos · Noida, Uttar Pradesh, India · On-site

Retention Department: ~ December 2021 to August 2023
Maintained a retention percentage of over 70%
Demonstrated efficiency in preventing merchant exits
Consistently maintained a quality score of over 90%.
Chat Process Department: ~ September 2021- December 2021
Successfully resolved 40 queries per day
Specifically dealt with High POS count KAM merchants.
Email Process Support Specialist:
Handled merchant queries through the email process
Achieved a target of resolving 60 queries per day
Maintained a high-quality score of 90%.
Inbound Call Support Department: ~ June 2019 to September 2021.
Addressed service queries from merchants through inbound calls
Maintained a high-quality score of 90%
Achieved end-to-end resolutions to the highest standards
Completed a thorough 1-month training period to understand Pine
products and relevant standard operating procedures.
Met customer call guidelines for service levels, handle time and
productivity.

SalesMerchant BankingCustomer Service ManagementRetention Management

Justdial

Tele marketing executive

Jul 2017 – Jun 2019 · 1 yr 11 mos · Noida, Uttar Pradesh, India · On-site

Conducted outbound calls to existing merchants, specializing in upselling and cross-selling Just Dial packages
Built and maintained customer relationships by understanding their needs and providing tailored solutions
Successfully increased sales revenue by meeting and exceeding targets through persuasive sales techniques
Demonstrated a proven ability to engage effectively with customers over the phone, showcasing product knowledge and fostering trust to encourage repeat business.
Collaborated with marketing teams to develop and execute promotional strategies.
Handled high-volume telemarketing operations with expert use of client management software and computer dialing.

SalesTele marketSales Operations