Manav Kalpesh Adhia

Bangalore

Summary

I am a dedicated BBA graduate with a strong background in financial operations and customer experience management. My professional journey includes roles at PhonePe and smallcase, where I excelled in stakeholder engagement and operational efficiency. I have a passion for technology and finance, currently pursuing additional certifications to enhance my skill set. I am eager to contribute my analytical skills and strategic insights in a dynamic work environment

Overview

years of professional experience

Work History

CX Associate

smallcase

10.2024 - Current

Company Overview: A financial technology company providing investment solutions
Responsible for B2B and B2C transactions
Interacted with account managers, product managers, business, operations, and UX engineers on a day-to-day basis
Acted as the centre point of contact for Cx Gateway
Generated quarterly reports for Cx Gateway
Implemented SOPs for turnaround time and user consent, reducing back and forth communication
Handled Gateway Knowledge training sessions to train team members

Operations Analyst

PhonePe

07.2023 - 05.2024

Company Overview: A digital payments and financial services company
Acquired in-depth knowledge of the settlement process in a Fintech environment
Collaborated with engineering, accounting and finance teams to promote a hassle-free Zintech experience for merchants
Worked with payment gateway team and escalation desk periodically
Implemented strategies that raised Merchant Satisfaction to 70% MoM

Education

BBA Honors -

Christ University

05.2023

High School Diploma -

Indian School Al Wadi Al Kabir

Muscat, Oman

05.2020

Skills

Equity trading
S&OP strategy
Gateway
Stakeholder Management
Customer relationship building

Customer account management
Training and mentoring
Inter-department collaboration
Schedule management

Accomplishments

Academic Dissertation
Conducted research on the effect of changes in crude oil and aluminum futures prices on Nifty50 and NiftyAuto Index

Hobbies and Interests

Full-Stack Development, Aspiring full-stack developer with a keen interest in technology and programming, Finance and Research, Aspiring to acquire NISM certifications in equities, derivatives, commodities, and research

Training

Introduction to Python
Course on Python as an introduction to programming

Timeline