KRIPA SHANKAR DAS
Summary
To acquire the skill set of a real time professional and work in a challenging environment which provides ample learning opportunities. I want to develop a rewarding career in “Operations & Supports”, where I can utilize my skills and gain wide experience and satisfaction for the growth of the organization.
Overview
11
11
years of professional experience
Work History
Senior Associate
PAYTM PAYMENTS (ONE 97 COMMUNICATION)
02.2020 - 06.2025
- Direct coordination with the Acquiring & Issuing Bank related to status of Transactions & Refunds.
- Direct coordination with the Technical team related to status of Transactions & Refunds.
- Direct coordination with the Revenue and Assurance team for settlement.
- Direct coordination with the Chargeback team for the status.
- Preparing data for processing an manual NEFT.
- Worked as an acting Team Leader and managed a team of 10 members.
- Manage all pending refunds and failed refunds for the entire Paytm ecosystem.
- Recovery of funds for wrongly initiated refunds.
- Initiating a refund for an escalation scenario.
- Number of pending refunds was in lakhs and our team tried their best to get down the numbers.
- Found out the root cause of stuck refunds with the help of payment gateway & Tech. As of now, the number of pending refunds is only around 6000.
- Due to some technical issues for successful orders, multiple refunds were initiated incorrectly by respective Verticals and our team is assisting in the recovery of these refunds.
- In the past 3 years, we have recovered more than 1 Crore of wrongly initiated refunds and helped in saving a company loss of such a huge amount.
- 5 times Champion of the Rising Star.
- Dealing with the multipal merchant queries (Payout Settlement, Enable or Disable Paymode and Gateway).
- Handling All Issuing Bank request.
Associate
Quess Corp (Digital Pg Ops Team)
06.2017 - 02.2020
- Handling Customer Escalation (Failure Transaction, Refund Pending/Failure/Success)
- Analysis of transactions done by user on Paytm
- Handling Paytm Payments Bank query (IMPS/UPI/NB)
- Cashback balance management.
- Disputed funds from customer's Paytm wallet.
- Merchant Coordinator.
- Social Media / RBI / Nodal/ Legal Escalation Coordinator.
Associate
Quess Corp (KYC Validation Team)
08.2016 - 06.2017
- Validated the KYC documents of the customer.
- Assigned work to the team members.
- Daily team production report creation.
- Direct coordination with the agency partner for any issues and new updates.
Customer Care EXECUTIVE (VODAFONE PREMIUM PROCESS)
AEGIS (Essar Pvt. Ltd.) NOIDA
10.2014 - 08.2016
- Answering in-bound calls for prepaid and postpaid connections.
- Handling UP (East & West), Haryana & Delhi NCR circle query.
- Promoted as a Subject Matter Expert.
- Performing quality audits for all new associates.
- Also answering L2 escalation calls.
- Taking doubt sessions to new associates.
Education
B.Com -
Vinoba Bhave University
01.2014
12th - undefined
J.A.C.
01.2011
10th - undefined
J.A.C.
01.2009
Skills
- Public Speaking
- Report Management
- Client Relationship Management
- Team Management
- Payment Reconciliation
- Decision Making
- Quick Learner
- Multitasking
- Familiar with Windows
Accomplishments
- Completed Diploma in Computer Application from Sir J.C.Bose Management College.
- Played Inter-District Under-16 Cricket Tournament in Jharkhand.
LANGUAGES
English
Hindi
Bangla
Hobbies and Interests
Swimming, Playing Cricket
Disclaimer
I hereby declare that all the information mentioned above is true to the best of my knowledge. If I am being Given the opportunity to serve the organization, I will leave no stone unturned to prove my ability.
Timeline
Senior Associate
PAYTM PAYMENTS (ONE 97 COMMUNICATION)
02.2020 - 06.2025
Associate
Quess Corp (Digital Pg Ops Team)
06.2017 - 02.2020
Associate
Quess Corp (KYC Validation Team)
08.2016 - 06.2017
Customer Care EXECUTIVE (VODAFONE PREMIUM PROCESS)
AEGIS (Essar Pvt. Ltd.) NOIDA
10.2014 - 08.2016
12th - undefined
J.A.C.
10th - undefined
J.A.C.
B.Com -
Vinoba Bhave University
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