Business Operations and Risk Management:✅Led the cybercrime prevention team to manage and resolve fraudulent online transactions, collaborating with government agencies to monitor high-value transactions. Achieved ~ 5 minutes response time to block fraud and a 48% recovery rate, enhancing customer trust✅Achieved a 99% success rate in defending chargebacks by validating cases and ensuring prompt submission of Proof of Delivery (POD)✅Handled Online Reputation Management (ORM) team which managed social media complaints across multiple platforms, delivering swift resolutions with a 95% satisfaction rate. Achieved an average response time under 10 minutes and a 90% first-contact resolution rate.✅Refined transaction processes for the BizOps team by strategically routing Aggregator prepaid, postpaid, and BBPS transactions. Achieved a 99% overall success rate and consistently sustained a 79% payment success rate by dynamically switching between Payment Gateways✅Managed 85% of operations through an outsourced center, conducting Monthly Business Reviews to ensure seamless BAU operations ✅Collaborated with the product team to launch a merchant app, enabling management of daily settlements and addressing various queries ✅Collaborated with the product team to launch AXIS Bank products, including loans and credit cards, for the Freecharge customer✅Led the FreeCharge Wallet migration from the business team perspective, designing the eKYC process and facilitating seamless fund transfer✅Spearheaded the integration of a new ticket management platform, significantly enhanced customer contacts management and streamlining support operations. ✅Led the successful deployment of a service chatbot for support teams, leading to an impressive 40% reduction in transaction queries✅Implemented an in-house application that centralized customer data onto a single screen, resulting in a 15% boost in team efficiency

✅ Directed the smooth transition, implementation, and integration of a CRM tool, resulting in a 25% increase in operational efficiency.✅ Engineered a 20% improvement in team efficiency by strategically automating various manual processes.✅ Led the successful deployment of a service chatbot for support teams, leading to an impressive 40% reduction in transaction queries.✅ Implemented an in-house application that centralized customer data onto a single screen, resulting in a 30% boost in team efficiency.✅ Played a pivotal role in the launch of the FreeCharge Merchants app, enhancing user experience with in-app chat support and account management features.

✅ Organized and planned operational activities to ensure efficiency and productivity.✅ Provided guidance and training to team members in order to improve their skillset.✅ Conducted performance reviews for staff members on a regular basis.✅ Created reports detailing progress against goals set out by senior management.✅ Resolved customer complaints promptly by providing appropriate solutions.

✅ Maintained a positive work environment that promoted collaboration between team members.✅ Offered training and support to keep team members motivated and working toward objectives.

▶ Delivered exceptional customer support by promptly addressing inquiries, resolving issues, and providing product guidance to enhance the overall customer experience.▶ Maintained a high level of customer satisfaction by ensuring timely and accurate responses to customer queries via both calls and chat.▶ Implemented proactive measures to anticipate and address customer needs, resulting in reduced escalations and increased customer retention.▶ Collaborated with cross-functional teams to gather customer feedback and insights, contributing to the continuous improvement of products and services.▶ Participated in training sessions to enhance product knowledge and customer service skills, staying updated on industry trends and best practices.

▶ Developed and maintained strong relationships with local insurance agents to sale high-quality leads.▶ Successfully identified and engaged with key stakeholders in the insurance industry to maximize lead generation opportunities.▶ Consistently exceeded sales targets as the top performer in the South region.▶ Implemented innovative strategies to increase lead conversion rates and drive revenue growth.▶ Provided exceptional customer service and support to insurance agents, ensuring satisfaction and long-term partnerships.