Akshatha Veerappa
Summary
Insightful Product Consultant with experience in product management and user research. Led initiatives that enhanced onboarding processes and reduced escalations. Skilled in API integrations and stakeholder engagement, utilizing data analysis to improve products and drive user satisfaction. Expertise in process optimization and project management, fostering efficient workflows and effective team outcomes.
Overview
5
5
years of professional experience
Work History
Product Consultant - Offline Payments (POS Ecosystem)
Razorpay
10.2022 - Current
- Act as a bridge between merchants, Product, Engineering, Design, Banks, and third-party partners to improve Android Smart POS, mPOS, and QR-based payment products.
- Identify recurring merchant pain points through transaction analysis, log investigation, and merchant feedback, contributing to product enhancements and improved user experience.
- Lead problem discovery by analyzing merchant journeys and field behavior, providing insights that influence product decisions and roadmap discussions.
- Collaborate with Product Managers to define business requirements, validate acceptance criteria, and assess technical dependencies for new features and improvements.
- Owned onboarding flow improvements across India and UAE markets, helping streamline merchant activation and onboarding experience.
- Created SOPs, knowledge repositories, troubleshooting frameworks, and RCA templates that reduced repetitive escalations by 40%.
- Conduct end-to-end analysis of payment failures and offline device behavior, enabling faster issue resolution and reliability improvements.
- Partner with banks, NPCI, and external vendors to identify ecosystem gaps, align system behavior, and drive successful product rollouts.
- Mentored and trained 10+ team members on product workflows, payment architecture, and merchant lifecycle management.
System Executive
Cognizant Technology Solutions
06.2021 - 08.2022
- Managed application access provisioning and governance via ServiceNow and Remedy, ensuring 100% audit compliance.
- Processed and resolved 300+ user requests monthly, supporting global business units' operational needs.
- Delivered technical support for APAC, EMEA, and North American stakeholders, ensuring minimal operational downtime.
- Maintained user satisfaction above 95% through effective troubleshooting and issue resolution.
- Contributed to QA processes and implemented operational improvements in healthcare IT environments.
Junior Product Consultant - Online Payments
Razorpay
- Supported merchants integrating Checkout APIs, Payment Links, Smart Collect, and Subscription products.
- Analyzed API and checkout-related issues using monitoring and analytics tools, collaborating with engineering teams to improve performance and reliability.
- Created merchant-facing documentation, onboarding guides, and integration workflows, improving adoption and reducing support dependency.
- Identified recurring integration challenges and shared product enhancement recommendations based on merchant insights and data analysis.
- Assisted merchants in understanding product capabilities and best practices, ensuring successful adoption and utilization.
Education
Bachelor of Computer Applications - Bengaluru
Dayananda Sagar College
Bengaluru01-2019
Pre-University Course - Bengaluru
Jain University
Bengaluru01-2015
SSLC - Bengaluru
Clarence Public School
Bengaluru01-2013
Skills
POS systems and transaction flow analysis
- API integrations and payment gateways
- Product management and discovery
- User research and requirement gathering
- Customer journey mapping
- Feature prioritization and product analytics
- Stakeholder management and agile methodologies
- SQL (basic) and data interpretation
- Incident management with Grafana and Looker
- Metabase and PostHog usage
- Coralogix and Sumo Logic expertise
- Greylogs and Databricks proficiency
- Querybook, Jira, and Confluence familiarity
- Postman, ServiceNow, and Freshdesk support tools
- Root cause and log analysis
Domain Expertise
- Payments and POS Ecosystems
- Fintech and Merchant Platforms
- APIs and Customer Experience
Core Skills
- Product Discovery, User Research, Customer Journey Mapping,
- Feature Prioritization, Requirement Gathering, Product Documentation,
- Stakeholder Management, Agile Methodologies, Product Analytics,
- API Integrations, Payment Gateways, POS Systems, Transaction Flow Analysis,
- Root Cause Analysis, Log Analysis, SQL (Basic), Data Interpretation,
- Incident Management, Grafana, Looker, Metabase, PostHog,
- Coralogix, Sumo Logic, Greylogs, Databricks, Querybook, JIRA,
- Confluence, Postman, ServiceNow, Freshdesk, Remedy
Accomplishments
- Reduced repetitive escalations by 40% through structured RCA and documentation frameworks.
- Improved merchant onboarding experience across multiple geographies.
- Contributed insights that supported POS and payments product improvements.
- Trained and mentored 10+ team members on payment products and operational workflows.
- Collaborated with cross-functional teams to improve transaction reliability and customer experience.
Product Management Certification
- Product Management Fellowship | NextLeap,
- Product Discovery & User Research, Product Strategy & Roadmapping,
- Product Metrics & Analytics, PRD Writing & Requirement Gathering,
- Feature Prioritization Frameworks, Agile Product Development,
- Stakeholder Management, Go-to-Market Fundamentals
Personal Information
Title: Product Manager | Payments, POS & Merchant Platforms
Languages
- English
- Kannada
Timeline
Product Consultant - Offline Payments (POS Ecosystem)
Razorpay
10.2022 - Current
System Executive
Cognizant Technology Solutions
06.2021 - 08.2022
Junior Product Consultant - Online Payments
Razorpay
Bachelor of Computer Applications - Bengaluru
Dayananda Sagar College
Pre-University Course - Bengaluru
Jain University
SSLC - Bengaluru
Clarence Public School