MAHEK AGARWAL
Bengaluru
Summary
Reliable senior analyst with outstanding talents in client management, business operations and leadership. Strong project management skills with adroitness in successfully managing multiple tasks at any given point. Over a several-year background providing strategic analysis services to businesses.
Overview
6
6
years of professional experience
Work History
Senior Analyst Banking Operations
Razorpay Payments Private Limited
Bengaluru
03.2024 - Current
- Managed Banking Program Portfolios (Axis, ICICI, Kotak, SIB, HSBC, Amex, Deutsche, IDFC, IOB, Bank of India, SCB), overseeing both Service and Onboarding for programs affiliated with Razorpay, contributing to over 80% of the overall Gross Merchandise Value (GMV).
- Implemented self-service processes within the merchant dashboard, which enhanced merchant user experience and reduced service requests by 20%.
- Worked on the Billing File for ICICI, recovering 9 Cr + in backlogs.
- Managed key accounts (NTRP and SSC) for major banks, including Kotak, HDFC, and SIB.
- Investigated and resolved root causes of operational issues, demonstrating strong problem-solving acumen and strategic thinking.
- Acted as the Point of Contact for Multiple Banks.
- Worked on CEO Level Escalations and helped resolve them.
- Helped building SOPs for multiple banks.
- Proactively researched and adopted new technologies, adding substantial value to existing business offerings.
- Collaborated seamlessly with team members to achieve target results, contributing to a cohesive and high-performing work environment.
- Enhanced the daily operating processes for better, faster results.
- Collaborated with cross-functional teams such as Financial Operations, Risk, Finance, Tech, Sales to improve operational efficiency.
- Achieved the SLA for all Review Cycle
- Presented 0 Financial Error since joining the organization.
Analyst Banking Operations
Razorpay Software Private Limited
Bengaluru
06.2022 - 03.2024
- Managed Banking Program Portfolios (Kotak, SIB, HSBC, Amex, Deutsche), overseeing both Service and Onboarding for programs affiliated with Razorpay, contributing to over 40% of the overall Gross Merchandise Value (GMV).
- Executed projects including: Automation of Onboarding Via Upload MIQ.
- Implementation of a Two Way Communication Dashboard which reduced the service request by 30%.
- Bulk Corporate Card Enablement for 30K+ Merchants.
- Implementation of a Maker Checker system to serve as a dual verification mechanism for critical changes.
- Received promotion to Senior Analyst in March 2024.
Customer Success Associate
Fello Technologies Pvt. Ltd.
Bengaluru
04.2022 - 06.2022
- Handled customer queries on a daily basis.
- Conducted product interview calls to understand the needs of the customers.
Junior Analyst Customer Success
Razorpay Software Pvt. Ltd.
Bengaluru
08.2020 - 08.2021
- Worked on the COVID-19 campaign.
- Managed ownership of the DSAT tracker.
- Handled social media escalations.
- Awarded MVP for the month of April, 2021.
Education
Christ (Deemed To Be University)
Bengaluru, India05-2020
Skills
- Operational efficiency
- Problem solving
- Portfolio management
- Operations management
- Process optimization and automation
- Communication skills
- Team collaboration
- Banking operations
- Account management
- Customer relationship management
- Attention to detail
- Time management
Accomplishments
- MVP Award, 04/01/21
- MVP Award, 01/01/24
- MVP Award, 10/01/25
Languages
- English, Upper Intermediate
- Hindi, Upper Intermediate
Timeline
Senior Analyst Banking Operations
Razorpay Payments Private Limited
03.2024 - Current
Analyst Banking Operations
Razorpay Software Private Limited
06.2022 - 03.2024
Customer Success Associate
Fello Technologies Pvt. Ltd.
04.2022 - 06.2022
Junior Analyst Customer Success
Razorpay Software Pvt. Ltd.
08.2020 - 08.2021
Christ (Deemed To Be University)