Manisha Kewlani
Bengaluru
Summary
Experienced operations and payments specialist with a proven track record of streamlining financial processes, overseeing high-value transactions (500 Cr+), and optimizing last-mile logistics. Skilled in utilizing advanced Excel, Power BI, and data analytics to generate valuable insights and enhance operational efficiency. Exceptional communication abilities and a knack for problem-solving, always prioritizing cost savings and process improvements.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Business Operations Specialist
Oneplus
10.2023 - 10.2024
- Managed core operations and payments processing for OnePlus' after-sales services, ensuring accurate payment handling for key partners, including Mobitech
- Utilized Power BI to visualize quarterly payment data, enabling leadership to effectively plan budgets
- Leveraged advanced Excel skills to audit and analyze partner payment data
- Conducted detailed audits of payment data to validate claims and ensure accurate disbursement
- Developed and implemented 6 Standard Operating Procedures (SOPs) to streamline payment processes, resulting in enhanced team efficiency
- Processed payments totaling approximately 500 crore on time and without errors, ensuring smooth operations and partner satisfaction
- Played a key role in creating and reviewing 3 partnership agreements between OnePlus and Mobitech
Quality specialist
Amazon
04.2022 - 05.2023
- Managed last-mile operations for the US and CA regions, resolving tickets raised by Delivery Associates (DAs) during the delivery process
- Leveraged Excel tools such as pivot tables, VLOOKUP, and conditional formatting to track, audit, and report ticket resolution metrics efficiently
- Created detailed Excel dashboards to visualize key performance indicators for last-mile operations, supporting data-driven decisions
- Resolved 32 tickets daily, contributing to 40% of the total tickets, with a 96% resolution accuracy rate
- Identified recurring issues faced by DAs and presented solutions to the leadership team, improving delivery processes
- Trained and mentored over 10 new joiners, equipping them with knowledge on handling tickets and delivering customer satisfaction
Customer Service Executive
Amazon
07.2020 - 07.2021
- Handled customer queries via calls and emails related to Amazon products and Amazon Pay services
- Managed 45+ calls and 10+ emails per day, resolving customer queries and maintaining a 95% Average Handle Time (AHT) with 100% quality
- Trained 7 colleagues on handling calls efficiently, focusing on empathy, deep diving into issues, and providing effective solutions
Education
Master's - Vocational (Banking & Finance)
National P.G.College
08.2020
Bachelor's - Vocational (Banking & Finance)
National P.G. College
06.2018
Skills
- Operations Management
- Financial Auditing
- Power BI
- Reporting & Analytics
- Payments Processing
- Excel (Advanced)
- SQL
- Workflow optimization
- Operational efficiency
- Cost reduction
- Business process mapping
Accomplishments
- Processed payments totaling ₹500 crore with 100% accuracy and on time.
- Created and implemented 6 SOPs that improved the efficiency of the team and simplified processes.
- Resolved 32 tickets daily, contributing 40% to the total resolution rate.
Languages
English
Hindi
Hobbies and Interests
- Reading Self Care books
- Fitness
- Investing In Stock Market
Certification
Skill Nation - Power BI (2 Day Workshop)
Stock market investment-UDEMY Digital
Digital Marketing- Google
Timeline
Business Operations Specialist
Oneplus
10.2023 - 10.2024
Quality specialist
Amazon
04.2022 - 05.2023
Customer Service Executive
Amazon
07.2020 - 07.2021
Bachelor's - Vocational (Banking & Finance)
National P.G. College
Skill Nation - Power BI (2 Day Workshop)
Stock market investment-UDEMY Digital
Digital Marketing- Google
Master's - Vocational (Banking & Finance)
National P.G.College
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