Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mansha Masson

Delhi

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

7
7
years of professional experience

Work History

Team Lead, Enterprise Relationship Management - Paytm

Paytm
08.2023 - Current
  • Managed 10+ associates to drive merchant engagement via servicing and cross selling of the assigned portfolio of High GMV merchants
  • Maintained merchant engagement, and resolved process service requests within TAT, along with consistently achieving merchant satisfaction of greater than 90%
  • Boosted revenue through GMV growth, reduced churn, and increased product penetration across merchants
  • Resolved escalations within TAT, minimized repeat complaints, and collaborated across teams for cohesive work
  • Engaged with Business & Product Teams to ensure satisfactory audit ratings, and maintained compliance with process notes and circulars
  • Fostered a strong performance culture, developed talent through optimal resourcing, addressed training needs, and controlled attrition through effective people management.

Senior Customer Support Executive - PineLabs

PineLabs
06.2019 - 08.2023
  • Retention Department: ~ December 2021 to August 2023
  • Maintained a retention percentage of over 70%
  • Demonstrated efficiency in preventing merchant exits
  • Consistently maintained a quality score of over 90%.
  • Chat Process Department: ~ September 2021- December 2021
  • Successfully resolved 40 queries per day
  • Specifically dealt with High POS count KAM merchants.
  • Email Process Support Specialist:
  • Handled merchant queries through the email process
  • Achieved a target of resolving 60 queries per day
  • Maintained a high-quality score of 90%.
  • Inbound Call Support Department: ~ June 2019 to September 2021
  • Addressed service queries from merchants through inbound calls
  • Maintained a high-quality score of 90%
  • Achieved end-to-end resolutions to the highest standards
  • Completed a thorough 1-month training period to understand Pine products and relevant standard operating procedures.

Telemarketing Executive

JustDial Ltd.
08.2017 - 06.2019
  • Conducted outbound calls to existing merchants, specializing in upselling and cross-selling Just Dial packages
  • Built and maintained customer relationships by understanding their needs and providing tailored solutions
  • Successfully increased sales revenue by meeting and exceeding targets through persuasive sales techniques
  • Demonstrated a proven ability to engage effectively with customers over the phone, showcasing product knowledge and fostering trust to encourage repeat business.

Education

BA English Honors -

Faculty of Education (Sol), Delhi University
Delhi
01.2020

AISSCE Class XII (Humanities) -

Sant Eknath Gskv, CBSE
Delhi
01.2017

AISSE Class X -

Sant Eknath Gskv, CBSE
Delhi
01.2016

Skills

  • Team Leadership
  • Financial Services
  • Operations
  • Customer Relationship Management
  • Sales
  • Retail Sales
  • Delegation
  • Interpersonal Communication
  • Sales Processes
  • Problem Solving

Languages

English
Hindi
Punjabi

Timeline

Team Lead, Enterprise Relationship Management - Paytm

Paytm
08.2023 - Current

Senior Customer Support Executive - PineLabs

PineLabs
06.2019 - 08.2023

Telemarketing Executive

JustDial Ltd.
08.2017 - 06.2019

BA English Honors -

Faculty of Education (Sol), Delhi University

AISSCE Class XII (Humanities) -

Sant Eknath Gskv, CBSE

AISSE Class X -

Sant Eknath Gskv, CBSE

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Mansha Masson