Geetika Jaiswal

Operations Associate

Gurugram, Haryana, India6 yrs 9 mos experience

Key Highlights

Over 4.5 years in banking and fintech operations
Expert in chargeback management and customer experience
Strong team leadership and mentoring skills

Stackforce AI infers this person is a Fintech Operations Specialist with a focus on customer experience and team management.

Contact

Skills

Core Skills

Team LeadershipPeople ManagementFinanceBankingCustomer Relationship Management (crm)Project ManagementCustomer ExperienceKyc Verification

Other Skills

SalesforceSDBStudent EngagementCustomer RetentionAccount ManagementAnalytical SkillsFreshdeskClaimLIVE from Religare HealthcareCIMA from HDFCSmall to Small Financing - S2S FinancingChargebacksFinancial AnalysisMicrosoft ExcelE-Wallet and Payment Gateways OperationsEffective management of Customer escalations

About

An Operations Professional with more than 4.5 years of experience and a proven track record in the banking and fintech industry, responsible for Merchant and Customer experience for digital payments. With a constant hunger and willingness to learn, unlearn and improve as per the process and domain requirement. A Team player, self-learner, and a desire to seek answers to a problem result-oriented and self-motivated professional  Chargeback management and control  E-Wallet and Payment Gateways Operations  Effective management of Customer escalations and ensuring good CSAT.  E-wallet and digital payments.  Escalations management.  Customer Service Management (CRM) & Control  Payout and reconciliation.  Transactions/ settlement and refund process.

Experience

6 yrs 9 mos

Total Experience

1 yr 1 mo

Average Tenure

Current Experience

Gradright inc.

2 roles

Assistant Manager

Promoted

Feb 2024 – Dec 2024 · 10 mos · Gurugram, Haryana, India · On-site

> Oversee and guide a team of 9-10 individuals to ensure they are meeting their objectives and contributing effectively.
> Drive daily sales growth by closely monitoring individual and team performance metrics.
> Provide onboarding, training, and mentorship to new team members to help them quickly integrate into the team and become productive within a month.
> Regularly check in with team members to discuss their progress, address any challenges they are facing, and provide support and guidance.
> Compile and distribute daily progress reports to seniors, participate actively in team meetings, and fulfill all assigned tasks and commitments promptly.

Team LeadershipPeople Management

Startup Growth Associate

Jul 2022 – Jan 2024 · 1 yr 6 mos · Gurugram, Haryana, India · On-site

>Understood GradRight's vision, product, and overall strategy and stayed updated on changes in a fast-moving environment.
>Learnt how universities, banks, and NBFCs (Non-Banking Financial Companies) work and advised students on the right strategies to select and finance the right program using GradRight.
>Appreciate students' problems in their higher education journey and introduce GradRight to help solve them.
>Keep track of student engagement, maintain a high standard of turnaround time, and diligently follow up on tasks.

FinanceSalesforceSDBStudent EngagementBanking

Paytm

Senior Associate | Merchant Operations

Dec 2021 – Jun 2022 · 6 mos · Noida, Uttar Pradesh, India · On-site

> Escalations management of the partners and resolve them within TAT with satisfactory CSAT.
> CRM (Salesforce/Freshdesk), Project management.
> Providing support and resources that solidifies the interests of the end customers.
> Compliance, dispute, and chargeback management.
> Maintaining solid relationships with the existing client base by ensuring a smooth and delightful experience.

Customer RetentionProject ManagementAccount ManagementTeam LeadershipCustomer Relationship Management (CRM)Customer Experience+2

Mobikwik

Operations Associate

Jul 2020 – Nov 2021 · 1 yr 4 mos · Gurgaon, Haryana, India

> Consumer operations and e-wallets operations.
> Customer Service and escalations management.
> CSAT and adherence to the quality parameters of the process.
> Compliance, dispute, and chargeback management.
> Strict adherence to the timeline and maintain daily updates to achieve the set business goals.
>inter-department coordination to discuss and resolve operational issues and resolve them within TAT.

Customer RetentionCustomer Relationship Management (CRM)Customer Experience

Indifi

Relationship Manager

Aug 2019 – Jun 2020 · 10 mos · Gurgaon, Haryana, India

> Leads management with a focus to determine their credit worthiness basis on their credit reports and other factors.
> KYC Verification and eligibility decision-making process.
> Loan agreement and terms disclosure with the clients.
> Ensuring a pleasant experience in the entire application process.

Customer RetentionKYC VerificationCustomer Relationship Management (CRM)