Abhishek singh

Operations Associate

Delhi, India9 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Over seven years of team leadership experience.
Expert in project management and operational improvements.
Strong background in customer relationship management.

Stackforce AI infers this person is a Fintech professional with strong skills in operations and customer management.

Contact

Skills

Core Skills

Team LeadershipProject ManagementBusiness DevelopmentCustomer Relationship ManagementCustomer Support Management

Other Skills

MySQLRCAMicrosoft OutlookBusiness skillsTeam MotivationMicrosoft PowerPointMicrosoft WordPublic SpeakingOperations Process ImprovementBusiness Process Outsourcing (BPO)Business OperationsCustomer Relationship Management (CRM)Microsoft OfficeTimeline ManagementStandard Operating Procedure (SOP)

About

With more than Seven years of experience supervising multiple teams of employees while planning and maintaining work schedules and updating procedures and policies while performing customer service activities, and achieving the milestone. I passed my Graduation from Delhi University in 2016. I lead and persuade others, make decisions, and take risks for the betterment of the Organization. Now its been a long time and now i am looking for some different tasks and milestone that will help me to be more efficient and ruthless.

Experience

9 yrs

Total Experience

3 yrs

Average Tenure

3 yrs 5 mos

Current Experience

Pine labs

Manager

Dec 2022 – Present · 3 yrs 5 mos · Noida, Uttar Pradesh, India

 End to End Owner of VIVO & Nothing OEM for Pan India.
 Coordination with various teams internally for Merchant Integration and Brand stores.
 Arranging training for them as per requirement from OEM stakeholders.
 Oversee and manage all incoming escalations (Technical/Non-Technical) 24/7 for VIVO/Nothing via
any communication channel and ensure all issues are efficiently resolved as per our defined SLA.
 Handling Outsource/Vendor proactively. Seats of around 200+ resources.
 Coordination with Issuer team to run Incentive plans and for adding new Bank
(Cashback/Subvention) for the new Product or Existing Products.
 Sharing of Invoices as well as the verification data with OEM(Cashback/Offline/Subvention/NBFC)
and taking follow up for the payments of those invoices. Coordinating with Finance team internally
for Posting/knocking off all payments.
 Making of Scheme configuration/pre-req post coordination with OEM and taking approvals on
cashback/Subventions from Issuers on defined tenure. Sharing that pre-req with tech and make
sure that all offers should be live in the given timeline.
 Coordinating with the marketing team for creatives of new Product and with the scheme
configuration team if found any gap in the configured offer.
 Maintain and continuously improving Standard Operating Procedure
 Proactively review processes to identify inefficiencies, control, weaknesses and identify
opportunities to improve efficiency and effectiveness. Ensure operational risks associated with
any/all reported merchant concerns and/or merchant issues are properly documented, managed &
mitigated.
 Develop or update policies, Procedures & standard oversee. Manage Stakeholders Expectation.

Team LeadershipProject ManagementMySQLRCAMicrosoft OutlookBusiness skills+25

Pay10

Assistant Manager

Jul 2022 – Nov 2022 · 4 mos

Handling the team of Business development responsibility to onboard new merchant & contribute on Gross Merchandise Value.
Managing and servicing critical and high revenue accounts for timely resolution of their issues and building strong relations with them to ensure that Pay10 remains their preferred payment gateway partner .
Coordinating with various teams internally for integration, product development and handling complete responsibility for merchant get on boarded.
Strengthen relationship with existing merchants and increase transaction revenue.
Respond to client requirements proactively.
Owner of end to end Merchant experience for any issue related with the PAY10.
Develop or update procedures, policies, or standardsOversee .
Manage stakeholder expectation

Problem SolvingMySQLBusiness DevelopmentCustomer Relationship Management

Paytm

2 roles

Junior Manager

Promoted

Mar 2022 – Jun 2022 · 3 mos

Oversee and manage all incoming and outgoing support ticket queues and ensure team workflows are efficiently allocated and completed according to our SLA’s.
Maintain standard KPIs- FRT, (First response time), ART (Average resolution time) & CSAT (Customer Satisfaction)
Maintain and continuously improve standard operating procedures. Proactively review processes to identify inefficiencies, control weaknesses and identify opportunities for improved efficiency and effectiveness.
Ensure operational risks associated with any/all reported customer concerns and/or customer issues are properly documented, managed and mitigated.
People and Process leadership
Owner of end to end customer experience for Wallet and 3rd Party transactions for customer care channel
Develop or update procedures, policies, or standards

Project ManagementProblem SolvingCustomer Support Management