Anirvan Kumar Roy

Customer Success Manager

Bengaluru, Karnataka, India4 yrs 9 mos experience

Highly Stable

Key Highlights

Extensive experience in fintech customer success roles.
Proven ability to analyze and resolve complex customer issues.
Passionate about mentoring and professional development.

Stackforce AI infers this person is a Fintech Customer Success Specialist with strong analytical and mentoring skills.

Contact

Skills

Core Skills

Customer SuccessProblem SolvingSocial Media ManagementCustomer ServiceCustomer Support

Other Skills

AnalysisBusiness DevelopmentCommunicationGoods and Services Tax (GST)Microsoft OfficeMicrosoft PowerPointMicrosoft WordOperationsOrganization SkillsPerformance MetricsProject ManagementRCAResearchRoot CauseTeamwork

About

As an experienced professional with a passion for innovation and technology, I have dedicated my career to exploring the exciting and rapidly evolving world of fintech. With a deep understanding of finance and a keen eye for emerging trends, I have worked with numerous organizations to stay ahead of the curve in this dynamic industry. Throughout my career, I have gained extensive experience in various aspects of fintech, including digital banking, mobile payments, and financial data analysis. I am well-versed in the latest regulatory frameworks and industry best practices, enabling me to develop effective strategies and solutions that meet the needs of both businesses and consumers. As a lifelong learner, I am committed to staying at the forefront of fintech developments by staying current with industry news and participating in professional development opportunities. I am also passionate about mentoring others and sharing my knowledge and experience to help others succeed in the field. If you are looking for a dedicated and knowledgeable fintech professional who can help you navigate the complex and ever-changing world of fintech industry, look no further. Let's connect and explore how we can work together to achieve your goals.

Experience

4 yrs 9 mos

Total Experience

2 yrs 4 mos

Average Tenure

Current Experience

Cashfree payments

2 roles

Senior Associate, Customer Success

Promoted

Apr 2023 – Jul 2025 · 2 yrs 3 mos

In my promotion to Senior Associate, my responsibilities expanded to encompass a broader scope of escalated customer issues and increased leadership within the customer support team. Building upon my previous role, my key responsibilities as a Senior Escalation Specialist included:
1) Serving as a senior point of contact for complex and high-priority customer complaints and issues that require escalation beyond the capabilities of junior analysts.
2) Reviewing and assessing escalated cases, leveraging my expertise and experience to identify the root causes, underlying trends, and potential resolutions.
3) Taking a proactive approach to communicate with customers, demonstrating exceptional professionalism, empathy, and problem-solving skills to understand their concerns and provide updates throughout the resolution process.
4) Analyzing escalated cases and identifying systemic issues or patterns that impact customer satisfaction, working alongside the relevant teams to implement process improvements and preventive measures.
5) Mentoring and coaching junior analysts, providing guidance on complex case handling, sharing best practices, and assisting in their professional growth and development.
6) Collaborating with senior management to refine and develop escalation protocols, guidelines, and training materials, ensuring consistent and effective handling of escalated cases across the organization.
Staying abreast of industry trends, emerging technologies, and best practices related to customer support escalation management, and sharing relevant insights with the team.
7) Preparing comprehensive reports and delivering presentations to senior management, highlighting trends, analysis of escalated cases, recommendations for process improvement, and strategies to enhance customer satisfaction and loyalty.

Root CauseRCAProblem SolvingPerformance MetricsOrganization SkillsOperations+2

Associate, Customer Success

Jan 2022 – Apr 2023 · 1 yr 3 mos

As an Customer success Associate, I held a critical role in the customer support team, responsible for managing and resolving escalated customer issues in a timely and effective manner. My key responsibilities included:
1) Acting as a point of contact for complex or high-priority customer complaints and issues that require escalation from frontline customer support representatives.
2) Reviewing and assessing escalated cases to understand the underlying problems and identify the appropriate course of action.
3) Collaborating with cross-functional teams, including senior analysts, customer support managers, and technical specialists, to gather the necessary information and resources to address escalated issues.
4) Communicating with customers in a professional and empathetic manner to understand their concerns, provide updates, and ensure a satisfactory resolution.
5) Analyzing escalated cases to identify patterns or systemic issues, and working with relevant teams to implement corrective measures and process improvements.
6) Providing guidance and support to frontline customer support representatives, assisting them in handling challenging customer situations and improving their problem-solving skills.
7) Collaborating with senior management to develop and refine escalation protocols and guidelines, ensuring a consistent and effective escalation process.
8) Assisting in the preparation of reports and presentations to provide insights on escalated cases, trends, and recommendations for enhancing customer satisfaction.
My primary focus was on ensuring that escalated customer issues were addressed promptly, effectively, and with a high level of customer satisfaction. By closely collaborating with various teams and implementing appropriate solutions, I aimed to resolve complex problems and maintain positive customer relationships.

Root CauseRCAProblem SolvingPerformance MetricsOrganization SkillsOperations+2

Razorpay

2 roles

Analyst, Social media & Escalations

Promoted

Sep 2020 – Dec 2021 · 1 yr 3 mos

As a Social Media and Escalation Analyst I held the responsibility of overseeing and executing social media strategies to deliver exceptional customer service across various platforms, including the Play Store, App Store, Twitter, and Facebook. My primary focus revolved around managing the company's online reputation, addressing customer complaints and inquiries promptly and professionally, and enhancing overall customer satisfaction.
In the role of a Social media& escalations analyst, I fulfilled several key responsibilities:
1) Formulating and implementing social media strategies aligned with customer service objectives, aimed at enhancing the overall customer experience.
2) Proactively monitoring social media channels for customer inquiries, complaints, and feedback, ensuring swift and professional responses.
3) Collaborating with cross-functional teams such as customer support, marketing, and product development, to seamlessly integrate social media into customer service processes.
4) Analyzing customer feedback and insights gathered from social media channels to inform product and service improvements.
5) Establishing and upholding social media guidelines and protocols to maintain consistent messaging and deliver exceptional customer service.
6) Keeping abreast of the latest social media trends, technologies, and best practices, ensuring the company's provision of outstanding customer service via social media platforms.
7) Creating and managing social media campaigns designed to support customer service initiatives and enhance customer engagement.

CommunicationSocial Media ManagementCustomer ServiceAnalysis

Junior Analyst, Support

Sep 2020 – Nov 2020 · 2 mos

In my role as a Junior Analyst for Customer Support, I was entrusted with a range of responsibilities to ensure efficient and effective customer service. These included:
1) Monitoring communication channels such as email for customer inquiries, complaints, and feedback, and responding in a timely and professional manner.
2) Collaborating with cross-functional teams, including senior analysts, customer support representatives, and product development, to address customer concerns and provide satisfactory resolutions.
3) Analyzing customer feedback and data to identify trends, patterns, and areas for improvement in customer support processes.
4) Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
5) Assisting in the development and implementation of customer support guidelines and protocols to ensure consistent and high-quality service delivery.
6) Staying updated on industry best practices and emerging trends in customer support to continually improve skills and knowledge.
7) Participating in training programs and workshops to enhance product knowledge and customer service skills.
8) Collaborating with the team to create and maintain a knowledge base of frequently asked questions and standardized responses to expedite customer issue resolution.
9) Assisting in the preparation of reports and presentations to provide insights on customer support performance and recommendations for improvement.
As a Junior Analyst for Customer Support, my goal was to contribute to a positive customer experience by addressing inquiries and concerns promptly, accurately, and with utmost professionalism.