DHARMENDRA

Onboarded merchants with Paytm from initial signups to go-live, ensuring compliance with KYC and risk regulations.

Managed operations for POS deployment while overseeing a team of 12+, maintaining high standards in service delivery.

Conducted daily capacity utilization analysis to optimize team performance and resource allocation.

Developed and monitored targets for daily, weekly, and monthly performance metrics in line with pre-set standards.

Prepared project progress reports for senior management to support strategic goal development.

Supervised customer service operations to achieve high-quality service and minimize turnaround time (TAT).

Coordinated with Service RM and ASM for efficient service deliveries, pickups, deployments, and churn visits.

Issued aggregator TIDs for PAN India orders, ensuring streamlined transaction processes. Merchant On-Boarding (KYC-Merchant’s Acceptance/Due Diligence/Risk Control) - Responsible for On-Boarding merchants with Paytm i.e. From Initial Signups to Go-Live Online in both modes Offline and Digital Onboarding, Ensure Team meets all Compliance parameters while onboarding merchant into system which includes KYC check and eyeballing merchants details strictly as per SOPs and always ensure that every merchant will get on boarded as per Risk regulatory norms & risk policy, Merchant Classification to be made based on MCC List as per Higher and Low Risk Merchants based Risk classification.

POS SERVICE

Planning for future requirement of Material and ensuring for availability with stock team for upcoming project.

Accountable for managing all aspects of operations for POS Deployment

Responsible for maintenance and analysis of Daily Capacity Utilization for the team.

Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards. Responsible of making SOPs of every newly launched product with Salesforce Login Flow.

Preparing project progress reports and presentation for internal review meetings by topmost senior management staff of the company to develop short/long term organizational goals and objectives.

Supervising customer service operations for rendering and achieving quality services by answering their queries & resolving their issues, ensuring minimum TAT.

Ladson with Service RM and Service Asm service deliveries, Pickup , Deployments , Service Visit , Wingback , Churn Visits

Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.

Responsible for Aggregator TID issuance for PAN India Aggregator Orders

Responsible for maintenance and analysis of Daily Capacity Utilization for the team. Accountable for managing all aspects of operations for POS Deployment by 5 TL and Onboarding 12+ Team members

SLA management for closure of service tickets , replacement and DI queries

Accountable for managing all aspects of operations for POS and Payment Gateway Onboarding process from Initial Setup to Merchant go live.

Merchant On-Boarding (KYC-Merchant’s Acceptance/Due Diligence/Risk Control) - Responsible for On-Boarding merchants with Pinelabs i.e. From Initial Signups to Go-Live Online in both mode Offline and Digital Onboarding,

Banking Relationship – Liaise with Banks for TID issuance of All Aggregators setups and bank funded cases TID issuance. As Pinelabs is a Payment Aggregator one of the Main Functions of the team is Manage Banking Relationship (we manage 4 Aggregator Banks, HDFC, RBL, IndusInd and SBI

Compliance Training and Communications - Responsible for implementation, tracking and documentation for all the compliance trainings for corporate and field employees to meet regulatory standards set by Management. Do final reviews for compliance trainings before launch

Post modifications changes: Account linking, NEFT, address changes, EDC parameter changes (Key Exchange Failure cases), and Payment remittance issues.

Handling Lotus PAY ACH -Handle Online ACH acquisition from Sales for merchants AR recoveries. Handle end to end process of

• Business Development/ Corporate Marketing’s/TEAM HEAD, )
• Refund /Replacement queries
• Performing all activities related to online Marketing
• Office Administration and co-ordination
• Dealing with the various new clients, Market Research
• Attending customer queries and providing solutions.

• Areas
• HANDLED CUSTOMERS CONCERNS
• Sale close
• Have managed the entire event process from scheduling till offering.