Jan 2024 – Present · 2 yrs 5 mos

• Collaborated with cross-functional teams in Tech, Finance, KYC, Business, and Marketing to address customer pain points.
• Built strong partnerships with banks and payment gateway partners to enhance customer experience and drive revenue growth.
• Analyzed transaction data to improve payment success rates and minimise failures, while implementing fraud prevention measures.

Jul 2020 – Dec 2023 · 3 yrs 5 mos

• Oversee daily payment operations at Gameskraft, including Add Cash and Withdrawals.
• Ensure 24/7 monitoring, reporting, and timely issue resolution to minimize business impact.
• Provide an outside-in perspective to enhance the payment product and continuously improve user experience.
• Support Product and Tech teams by resolving dependencies with Gateways, Banks, and third-party partners.
• Collaborate with cross-functional teams to manage and resolve escalations effectively.
• Build and maintain strong relationships with Payment Gateways, Banks, and service providers, while driving continuous improvements.

Jan 2020 – Present · 6 yrs 5 mos

• § Improved transaction success rate (SR) for brand from 85.26% → 89.12%, enhancing user experience and transaction volumes.
• § Onboarded multiple escrow accounts and integrated various payment gateways, driving ₹6 Cr Add Cash and ₹2.3 Cr Gross Collections (GC).
• § Expanded high-value transaction capabilities by enabling Netbanking with ~15 banks, achieving an annual uplift of ₹6.5 Cr Add Cash and ₹2.5 Cr GC.
• § Coordinated with Tech, Marketing, Finance, and Product teams to resolve issues and implement strategic solutions.
• § Reduced MDR charges through effective negotiations with banks and payment partners.

Jan 2019 – Jan 2020 · 1 yr

• Managed corporate accounts, ensuring seamless travel services.
• Strengthened client relationships and optimized vendor coordination.
• Handle escalations, resolve service issues, and provide proactive communication to clients.
• Negotiate contracts and special deals with travel partners to optimize margins.

Jan 2015 – Jan 2019 · 4 yrs

• Respond to customer inquiries via phone, email, chat, and social media regarding ride bookings, cancellations, payments, and refunds.
• Handle escalations and complaints, ensuring prompt resolution within defined SLAs.
• Assist customers with app usage, payment modes, and account-related issues.
• Coordinate with internal departments (operations, driver support, finance) to resolve complex cases.
• Maintain accurate records of interactions, issues, and resolutions in CRM tools.
• Monitor customer feedback and highlight recurring problems or service gaps to management for process improvement.
• Contribute to customer retention and loyalty by providing professional, empathetic, and solution-oriented support.