Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Tools/Software Used
Volunteer Experience
Early Career Experience
Timeline
Generic

GERLINE REBECCA WILLIAM

No.14, 9th Cross, Chinnappananahalli, Marathahalli, Bengaluru, Karnataka, India - 37

Summary

Experienced Payment Operations Analyst with over 4.5 years in transaction optimization, merchant onboarding, and reconciliation across UPI, cards, and net banking. Proficient in SQL, Qlik Sense, and Excel to analyze payment data, resolve issues, and drive operational efficiency in collaboration with cross-functional teams.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Operations Analyst – Success Rate, Routing & Reconciliation

PhonePe Limited
Bengaluru
10.2024 - Current
  • Monitored success rates for newly onboarded merchants, ensuring seamless transaction flow and high performance.
  • Managed high-value merchant accounts, driving integration, issue resolution, and performance optimization in collaboration with Tech, Product, and Partner teams.
  • Analyzed payment failures, identifying root causes and escalating critical issues to Tech and Engineering teams.
  • Automated daily reports on transaction success rates and downtimes, providing insights to enhance merchant experiences.
  • Utilized Qlik Sense to analyze data trends, informing decisions that improved payment processing efficiency.
  • Queried transaction data with FQL to investigate failures, extracting patterns to develop risk mitigation strategies.
  • Developed rulesets for optimal routing of transactions through high-performing gateways, boosting technical success rates.
  • Led post-mortem analyses of major payment failures, presenting documented findings and preventative solutions to stakeholders.
  • Performed manual reconciliation of UPI, Card, and Net Banking transactions, ensuring financial accuracy and timely settlements.

Senior Operations Analyst, Banking Operations

Razorpay Software Private Limited
Bengaluru
08.2021 - 10.2024
  • Progressed from Junior Analyst to Analyst, to Senior Analyst within 2 years.
  • Procured 10,000 in-house UPI switch terminals, leading to ₹100 Cr+ revenue in one day.
  • Created terminals for UPI ICICI via API for Direct Merchant Onboarding (DMO) for about 45,000 merchants manually in 14 hours. An impact was created as 45,000 merchants without UPI terminals were able to transact overnight, and there was a revenue increase due to this.
  • Coordinated with cross-functional teams, including Tech, Finance, Integrations, and Compliance teams, to ensure project success. Identified opportunities for automation to increase efficiency and reduce manual workloads.
  • Analyzed high-aging tickets on Freshdesk (bank dependencies) for immediate closure and TAT adherence by generating reports and identifying the root causes for delays in closure.
  • Handled escalated customer issues that required senior-level intervention and resolved them within time to manage stakeholders—account managers—by setting expectations on quality applications to be sent to the banks.
  • Looked after day-to-day activities as an SME to ensure the smooth functioning of banking operations.
  • Analyzed processes to identify inefficiencies or bottlenecks, and proposed improvement solutions.
  • Participated in projects aimed at enhancing operational efficiency and reducing manual efforts.
  • Proactively called merchants to set UPI subscription pricing, enhancing customer satisfaction and support by swiftly offering a convenient payment solution.
  • Identifying various technical issues and promptly finding solutions to reduce dependencies on other internal teams or banks.

Education

Masters Degree in Advanced Computer Science (MSc) -

Cardiff University
Cardiff, Wales, United Kingdom
10.2020

Bachelor Degree in Computer Science (BCA) -

Mount Carmel College, Autonomous
Bengaluru, India
04.2018

Skills

  • Payment Gateway Operations
  • Financial Reconciliation (UPI, Cards, Net Banking)
  • Transaction Success Rate Analysis
  • SQL, FQL, Excel, Qlik Sense, Power BI
  • Automation & Process Optimization
  • SLA & TAT Management
  • Cross-functional Stakeholder Collaboration
  • Incident Root Cause Analysis
  • Dashboarding & Reporting
  • Technical Account Management
  • Attention to Detail & Presentation Skills
  • Excellent Time Management

Certification

Data Analysis Using AI, Skill Nation (Oct 2023)

Accomplishments

  • Bravo, MVP, and Sherlock Holmes Awards – Razorpay
  • Rashtrapati Award – President of India (Bharat Scouts and Guides)

Tools/Software Used

  • MS Office Suite (Word, PowerPoint, Outlook)
  • Advanced Excel & Google Sheets (Pivot tables, VLOOKUP, dashboards)
  • SQL & FQL (Data querying, analysis, reconciliation)
  • Looker, Power BI, Qlik Sense, Redash (Data visualization & reporting)
  • Freshdesk & Salesforce (Merchant support & ticket management)
  • JIRA & Confluence (Project tracking & documentation)
  • Zapier / Google Apps Script

Volunteer Experience

  • British Heart Foundation, Cardiff – Community Outreach
  • Bharat Scouts & Guides, India – organized first-aid camps, blood donation drives

Early Career Experience

  • Technocamps – Front-End Developer (Apr – Jul 2020)|Built a WordPress site and interactive pages using HTML, CSS, and JS
  • Cardiff University – Delivery Officer (Feb – Jul 2020)|Led coding workshops and STEM outreach programs
  • Moorhouse Group – SQL Developer Intern (Aug–Oct 2019) |Optimized SQL queries and built Qlik dashboards
  • FirstSource – Customer Service Associate (Apr–Jun 2018) |Resolved customer queries for Admiral Insurance

Timeline

Senior Operations Analyst – Success Rate, Routing & Reconciliation

PhonePe Limited
10.2024 - Current

Senior Operations Analyst, Banking Operations

Razorpay Software Private Limited
08.2021 - 10.2024

Masters Degree in Advanced Computer Science (MSc) -

Cardiff University

Bachelor Degree in Computer Science (BCA) -

Mount Carmel College, Autonomous

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GERLINE REBECCA WILLIAM