AAKASH RAJ
Bengaluru
Summary
Detail-oriented Payment Operations Specialist excelling in customer support, problem resolution, and data analysis. Proven ability to monitor transactions and ensure service continuity while meeting SLA targets.
Overview
4
4
years of professional experience
Work History
Payment Operations Specialist
Aspora (Formerly Vance)
Bangalore
03.2023 - Current
- Monitor day-to-day transactions; set up dashboards and perform analysis using SQL to ensure smooth payment operations.
- Ensure funding availability for all transactions by escalating to the FinOps team and coordinating replenishments whenever needed.
- Maintain First Response Time (FRT) under 2 hours, consistently meeting SLA targets based on the ticket type raised by Customer Support.
- Liaise closely with partners to resolve all issues quickly, minimizing delays and ensuring service continuity.
- Support campaign execution, ensuring all operational aspects run smoothly without disruption.
Customer Experience Agent
Aspora (Formerly Vance)
Bangalore
03.2023 - 11.2024
- Retained irate customers by providing empathetic support and effective complaint resolution.
- Proactively managed reputation by removing negative social media reviews and fostering positive feedback from satisfied customers.
- Delivered prompt resolution of all customer complaints, acting as liaison between internal teams and clients.
Customer Service Associate
Laundryheap
08.2022 - 02.2023
- Handle customer inquiries, complaints, billing questions and payment extension/service requests.
- Calm angry customers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
- Resolved an average of 1980 inquiries in any given month and consistently met performance benchmarks in all areas (speed, accuracy and volume). Became the lead go-to person for new reps and particularly challenging chats as one of the company's senior.
- Helped company attain the highest customer service ratings (as determined by external auditors) - earned 94% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Customer Service Associate
Amazon
09.2021 - 12.2021
- Handling International Customers over phone and giving them the best resolution and solving their problems. Creating follow-ups and getting back to customers to make sure the customer's issue is fully sorted.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Executive
Hexaware Technologies
07.2021 - 09.2021
- Non-voice Customer support for Myntra.
- Handling mails and chat and resolving customer issues effectively.
Education
Higher Secondary - Computer Science
SSM Lakshmi ammal Matric Higher Secondary School
01.2018
Skills
- Payment processing
- Dashboard creation
- Financial operations
- Campaign execution
- Customer relationship management
Timeline
Payment Operations Specialist
Aspora (Formerly Vance)
03.2023 - Current
Customer Experience Agent
Aspora (Formerly Vance)
03.2023 - 11.2024
Customer Service Associate
Laundryheap
08.2022 - 02.2023
Customer Service Associate
Amazon
09.2021 - 12.2021
Executive
Hexaware Technologies
07.2021 - 09.2021
Higher Secondary - Computer Science
SSM Lakshmi ammal Matric Higher Secondary School
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