Kshitij Sharma
Ghaziabad
Summary
With approximately 9 years of experience in the Ecommerce, Financial
services, and online skilled based gaming industry, My expertise lies in handling payment fraud, Cybercrime complaints, Chargeback,
product operations, ensuring quality control, and effectively managing
teams.
Overview
10
10
years of professional experience
Work History
Team Lead- Payment Operations
Jungleegames India Pvt. Ltd.
Gurgaon
05.2022 - Current
- Leading a group of product operation executives in managing and executing daily operational duties.
- 24/7 monitoring and managing the payment success rate with respect to adding cash and withdrawals for better customer satisfaction, revenue generation, operational efficiency, and financial performance.
- Collaborating with the Key Account Managers from various gateways, banks, to enhance and optimize the payment experience.
- Assisting the Product and Engineering teams in resolving any issues caused by dependencies on gateways.
- Skillfully managing and handling the complete process of chargebacks and cyber fraud.
- Worked in conjunction with law enforcement agencies to locate and capture the fraudsters.
- Integrate real-time fraud detection alerts into the transaction processing system..
- Monitoring and analyzing the results of any new implementations.
- Proposing new modifications to enhance the process, devising a strategic plan, and ensuring seamless execution until completion.
- Daily reporting of the important KPIs to stakeholders.
- Monitoring and compiling team performance reports based on metrics, which are then shared with the manager at regular intervals.
- Organizing monthly rewards and recognitions within the team.
- Providing assistance to team members in case of an issue or conflict.
Associate Team Lead- Operations
Paytm
Noida
02.2020 - 05.2022
- Examining the data of each team member individually in order to identify areas of weakness, and subsequently arranging individual feedback sessions to tackle potential factors, and enhance overall performance.
- Assigning tasks to individuals and managing workload distribution.
- Coordinating with different departments for smooth operations.
- Managed payment-related complaints and chargebacks.
- Managed online and offline refunds (NEFT, IMPS, and RTGS, etc.).
- Managed refund turnaround time for different banks and payment modes.
- Defining new SOPs and rules minimizes fraud as per the business requirements.
- Monitoring, investigating, and eliminating the payment-related issues.
- Worked closely with the Finance and Revenue Assurance Team to process payments of high value.
Operation Executive
Paytm
Noida
04.2015 - 02.2020
- Providing backend support to the customer experience team for the seamless closure of customer complaints.
- Recommending necessary improvements across different operations.
- Managing refund and KYC-related complaints.
- Identify and assess customers' needs to achieve satisfaction.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Keep records of customer interactions, process customer accounts, and file documents.
Education
Bachelor of Technology -
Ghaziabad06.2014
Intermediate -
06.2010
High School -
03.2008
Skills
- Fraud detection and prevention
- Effective Problem Resolution
- Excel Proficiency
- Microsoft Office
- Flexible Problem Solving
- Prioritization of Tasks
- Customer Engagement
- Collaborative Leadership
- Communication
- Critical thinking
- Transaction Management
- Analytical Reporting
- Strategic Planning
- Regulatory compliance
- Operations management
Accomplishments
Winner of the quarterly Best Team award for JAS'23 and OND'23 quarters
Hobbies and Interests
- Driving
- Travelling
Languages
- English
- Hindi
Timeline
Team Lead- Payment Operations
Jungleegames India Pvt. Ltd.
05.2022 - Current
Associate Team Lead- Operations
Paytm
02.2020 - 05.2022
Operation Executive
Paytm
04.2015 - 02.2020
Bachelor of Technology -
Intermediate -
High School -
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