-Handling the RBI, Nodal & bank disputes by adhering all the compliance policies with a team of 6members-Responsible to close the RBI & Other Bank disputes post discussion with the RBI BO Officer &Bank representatives-Creating JIRA, PRDs for the new product requirement-Handling the migration of freshdesk CRM for the Paytm Payments-Creating SOPs for the new products and arrange the KT for the merchant operation teams-Identifying the bugs in existing product workflows… Show more -Handling the RBI, Nodal & bank disputes by adhering all the compliance policies with a team of 6members-Responsible to close the RBI & Other Bank disputes post discussion with the RBI BO Officer &Bank representatives-Creating JIRA, PRDs for the new product requirement-Handling the migration of freshdesk CRM for the Paytm Payments-Creating SOPs for the new products and arrange the KT for the merchant operation teams-Identifying the bugs in existing product workflows and working with multiple stake holders to fixthe product gap.-Collaborating with teams across the organization for grooming and discussions Including Tech,engineering, Key account management and merchant support to ensure alignment and smoothexecution of product tasks.-Creating reports on key business results for senior management review. Show less

-Monitored team performance against targets, taking corrective action where necessary.-Handled Post live PG merchant operations team with a team strength of 10, also working as anindividual contributor.-Worked with different internal teams (Onboarding, RA, finance,Product) on different ideas toimprove internal process and ultimately merchant's experience.-Responsible to continually develop the Standard Operating procedures (SOP), guidelines andongoing work practices to… Show more -Monitored team performance against targets, taking corrective action where necessary.-Handled Post live PG merchant operations team with a team strength of 10, also working as anindividual contributor.-Worked with different internal teams (Onboarding, RA, finance,Product) on different ideas toimprove internal process and ultimately merchant's experience.-Responsible to continually develop the Standard Operating procedures (SOP), guidelines andongoing work practices to improve the work quality in terms of better SLA & reduced TAT.-Worked on identification of product gaps, bugs, developments on Business app/Dashboard, makethe DIY process and communications smooth for better merchant experience. Show less

-Handled the integration of the social media pages in the CRM (Sprinklr)-Played a vital role in tracking the merchant escalations received through the different social mediahandles-Published the escalation report to the senior management-Monitored & created the sentiment report by the analyzing the reviews received on iOS andGoogle play store for Paytm for Business application

Social Media Analyst