Abhishek Jain
Operations Associate
New Delhi, India
Summary
Analytical professional with over 4 years of extensive experience in Customer Relationship Management (operations, process excellence, relationship management, auditing, reporting and analytics).
Overview
4
4
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Operations Associate
Paytm (One97 Communications)
Noida, India
07.2018 - Current
- Working as a third party Operations Associate for Paytm and providing customer service by demonstrating a high level of service aptitude and customer empathy.
- Extensive business knowledge and customization experience on various Salesforce standard objects like Accounts, Contracts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Reports and Dashboards.
- Handling payout and related issues of merchant for Payment Gateway and Wallet including - Transactional and technical issues, Payment reconciliations, Payout stuck & discrepancies, Invoicing & reimbursement, merchant detail modification, dashboards, transaction stuck issues and refunds.
- Providing email, web, and phone-based end-user support to customers and partners.
- Resolving general service administration requests for account access, billing inquiries, support access, feature enablement, and other inquiries.
- Acting upon merchant queries/ complaints/ tickets with proper resolution and taking ownership on client requirements as per the defined SLA.
Quality Analyst
Allsec Technologies Limited
Noida, India
02.2017 - 06.2019
- Carefully maintained complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions.
- Documented & analyzed quality assurance activities with internal reporting & audit for management staff review.
- Identified training needs and took action to ensure company-wide compliance.
Education
MBA - Finance & Marketing
Dr. A.P.J. Abdul Kalam Technical University
09.2016 - 06.2018
Skills
Salesforce CRM
Process Excellence
Troubleshooting & Debugging
Problem Solving & Investigation
Advanced Excel & VBA Macros
Accomplishments
- Recognized as 'Exemplary Performer of the Month' (2018).
- Recognized as 'Key Contributor of the Quarter' (2019).
Certification
Microsoft Advanced Excel & VBA Macros
Timeline
Microsoft Advanced Excel & VBA Macros
07-2021
Operations Associate
Paytm (One97 Communications)
07.2018 - Current
Quality Analyst
Allsec Technologies Limited
02.2017 - 06.2019
MBA - Finance & Marketing
Dr. A.P.J. Abdul Kalam Technical University
09.2016 - 06.2018