Shashank Shekhar

Operations Associate

Bengaluru, Karnataka, India4 yrs 5 mos experience

Key Highlights

Proven track record in driving performance metrics.
Expertise in managing customer and merchant experiences.
Strong skills in escalation handling and process improvement.

Stackforce AI infers this person is a Customer Experience and Operations Management expert in the Fintech industry.

Contact

Skills

Core Skills

Customer Experience ManagementPerformance Management

Other Skills

SlackPromotional MarketingFintech OperationsVendor CoordinationInternal AuditsMicrosoft OfficeLinuxJiraTelecom InfrastructureCommunicationPeople ManagementCategory ManagementDealsPartner SupportAdvertising

About

Service Delivery & Operations professional with strong experience in working directly with clients and owning end-to-end delivery. Proven track record of meeting SLAs, driving performance metrics, and ensuring high-quality customer outcomes across multiple lines of business. Skilled in client communication, stakeholder management, escalation handling, team leadership, and continuous process improvement. Known for accountability, execution excellence, and maintaining strong client relationships while delivering business results. Passionate about operational efficiency, service excellence, and building scalable delivery models. Let’s connect to explore opportunities in operations management, seller experience, and customer excellence.

Experience

4 yrs 5 mos

Total Experience

2 yrs 2 mos

Average Tenure

Current Experience

Cred

Senior Process Analyst

Jan 2023 – Dec 2025 · 2 yrs 11 mos · Bengaluru · On-site

Worked with CRED, a leading fintech platform, delivering high-quality Customer and Merchant (Seller) Experience across multiple Lines of Business in a dynamic, fast-paced fintech ecosystem.
Role Overview & Impact
Led end-to-end day-to-day support operations across Chat, Email, and Voice channels, managing both customer and merchant journeys.
Owned performance delivery across multiple LOBs including CRED Cash, CCBP, Rewards, CRED Store, CRED Travel, CRED Insurance, CRED Flash, and BPRC.
Managed frontline agents by providing real-time guidance, floor support, and performance coaching to ensure SLA and quality adherence.
Coordinated closely with external vendor partners to drive SLA performance, productivity benchmarks, shrinkage control, and quality metrics.
Monitored SLA dashboards (AHT, TAT, FCR, CSAT, QA scores, Escalation rate) and implemented corrective action plans to close performance gaps.
Successfully cleared CRED certification with a 95% score in a single attempt, showcasing strong product, policy, and compliance knowledge.
Handled complex and high-impact cases involving payments, refunds, EMIs, credit products, merchant settlements, payout reconciliation, and transaction disputes.
Took ownership of critical escalations (CX & Merchant), ensuring timely resolution within defined SLAs and maintaining service excellence. Collaborated cross-functionally with QA, Training, Product, Risk, and Operations teams to streamline workflows and reduce repeat contacts.
Identified recurring issue trends and shared actionable insights contributing to process stability, SOP refinement, and efficiency improvements.
Supported new process rollouts, policy updates, and pilot launches across LOBs.
Contributed to business continuity planning and spike management during high call-volume situations.
Expanded Core Competencies
Customer & Merchant Experience Management
Fintech Operations & Credit Product Handling
Vendor Coordination
Performance & KPI Management (CSAT, FCR, AHT, TAT)