Garima Agarwal
Bengaluru,KA
Summary
Customer service professional with over 3+ years of experience in the Ed-tech and Fintech industry providing exceptional services and building relationships with customers. Apart from customer experience background, I took multiple projects for Power BI visualization within and outside the company to enhance my skills. My goal is to improve myself and help the team to meet company expectation.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Merchant Experience- Operation Analyst
PhonePe Private Limited
11.2022 - Current
- Collaborated with design team, finance, payments, recon, etc to give merchant satisfaction at the earliest.
- Worked in multiple tools such as SCP, Plutus, API Debug, Vallhala, Salesforce, Echo, etc to analyze merchant transaction data.
- Escalate complex issues to appropriate teams for resolution.
- Analyze merchant performance metrics and key performance indicators (KPIs) and to develop strategies to improve merchant engagement and satisfaction.
- Worked in different team to help the high volume of tickets such as PG, Escalation and lending.
- Handle escalated complaints from merchants, ensuring timely resolution.
Product Expert
Byjus Think And Learn
05.2021 - 11.2022
- Increased customer satisfaction with innovative solutions to complex product issues, leading to higher retention rates.
- Act as a leader for Aakash+Byjus product resulting in increased revenue generation.
- Led a team of junior Product Experts, mentoring them on best practices for successful product management and career growth.
- Develop and maintain in-depth knowledge of BYJU'S products, features, and services.
- Collaborate with cross-functional teams, including product development, marketing, and sales, to align product knowledge and messaging.
AR Associate
Omega Healthcare
08.2019 - 04.2021
- Reconciling accounts to ensure that payments are accurately applied.
- Recording and processing incoming payments from clients.
- Collaborating with other departments, such as finance and customer service, to address issues related to accounts receivable.
- Monitoring and meeting key performance indicators (KPIs) related to accounts receivable.
Education
BBA - Accounting
Rourkela Institute of Management Studies (RIMS)
Raurkela, India04.2019
Skills
- Power BI
- Microsoft Excel
- Basics SQL
- Analytical Thinking
Certification
- The Business Intelligence Analyst (April, 2020)
- Customer Analytics (May, 2020)
Hobbies and Interests
- I'm a passionate home chef who loves exploring diverse cuisines and experimenting with flavors.
- I find inspiration in leadership narratives and biographies.
- I like exploring new destinations and immersing myself in diverse cultures.
Timeline
Merchant Experience- Operation Analyst
PhonePe Private Limited
11.2022 - Current
Product Expert
Byjus Think And Learn
05.2021 - 11.2022
AR Associate
Omega Healthcare
08.2019 - 04.2021
BBA - Accounting
Rourkela Institute of Management Studies (RIMS)
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