CLARA ANTHONY
Bangalore
Summary
Accomplished professional with 5+ years of experience in fintech and client operations, specializing in merchant lifecycle management, strategic dispute resolution, and elevating customer experience. Proficient in driving process innovations, optimizing team dynamics, and delivering high-impact results. Renowned for enhancing operational excellence and contributing to substantial revenue growth.
Overview
5
5
years of professional experience
Work History
Senior Associate - Merchant Operations
Cashfree Payments
10.2022 - Current
- Handled 500+ merchant accounts, supporting KYC, onboarding, settlements, and transaction escalations end-to-end
- Spearheaded automation of payout risk checks, reducing manual verification by 40% and streamlining merchant trust workflows
- Resolved ₹3.5 Cr+ in delayed settlement escalations, improving satisfaction scores and reducing repeat complaints
- Aligned cross-functional teams with detailed documentation and scalable resolution scripts
- Supported Key Account Managers in high-value onboarding and issue closure, contributing ₹50L+ in upselling
- Guided junior team members on reconciliation, audit queries, and sensitive merchant interactions
- Awarded 4× Cashfree WOW Awards for CSAT leadership, KPI delivery, merchant satisfaction, and documentation quality
- Named CSAT Champion Q1 2024 for driving measurable improvements in overall resolution quality
Social Media Advisor - CX & Insurance Operations
PhonePe (Insuranex Division)
12.2019 - 10.2022
- Resolved 1,000+ social media escalations with precision during outages, insurance disputes, and KYC complaints
- Crafted empathetic, brand-aligned responses across Twitter, Facebook, and Instagram, reducing negative sentiment
- Supported complex customer issues with CRM tools like Freshdesk, Salesforce, and JIRA
- Drafted escalation templates and trained peers on social tone control and high-risk responses
- Repeatedly recognized by the CX Director for handling high-stakes queries with professionalism and clarity
- Sustained >90% CSAT scores through consistent and tactful engagement with users and merchants
Education
MBA - Human Resource Management
Jain University
01.2024
BBA - Finance & Accounting
Oxford College of Business Management
01.2019
Skills
- Merchant Lifecycle & Payments: End-to-end merchant handling – onboarding, KYC, activation, T0/T1 settlements, and transaction disputes
- Risk & Compliance Expertise: Payout risk checks, fraud reviews, high-risk case handling, regulatory alignment (RBI, FEMA, IRDAI)
- CX Leadership & Strategy: Retention playbooks, customer sentiment control, escalation deflection, CX audits, VOC loops
- Revenue & Growth Enablement: Strategic upselling, merchant engagement, cross-sell inputs, ₹50L contribution to topline
- Social Media Command: Twitter/X, Facebook, Instagram – public-facing crisis management, brand voice curation, sentiment tracking
- Tech Stack & Tools: Salesforce, Freshdesk, JIRA, internal CRMs, payment dashboards, reconciliation panels
- Ops Innovation & Enablement: SOP creation, knowledge bases, internal training decks, process automation, reducing 40% manual load
- Team & Stakeholder Synergy: Syncing with Risk, Legal, Tech, and Product teams to streamline high-stakes merchant cases
- Dispute & Chargeback Handling: Strong expertise in root cause analysis, refunds, audit response, and resolution turnaround
- Recognition & Outcomes: 4× CX awards, CSAT Champion title, known for precision, speed, and impact across org levels
Accomplishments
- 4× Cashfree WOW Awards - Honored for CSAT excellence, documentation precision, KPI delivery, and merchant feedback recognition
- CSAT Champion (Q1 2024) - Top-rated operations team member for resolution consistency and service quality
- CX Director Recognition (PhonePe) - Commended for critical handling of real-time brand crises on social media
- Authored resolution SOPs that improved payout team turnaround by 30%
- Contributed ₹50L+ in revenue via successful merchant upsell conversions and long-term engagement
Community Interests
- Member of Sneha Theera - A community support initiative for underprivileged children
- Member of OLSH Youth Committee
- Athletics - Sprint & distance track events
- Doodling - Occasional sketching and creative expression
- Avid traveler
Timeline
Senior Associate - Merchant Operations
Cashfree Payments
10.2022 - Current
Social Media Advisor - CX & Insurance Operations
PhonePe (Insuranex Division)
12.2019 - 10.2022
MBA - Human Resource Management
Jain University
BBA - Finance & Accounting
Oxford College of Business Management
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