Neha
Gurgaon
Summary
Dynamic and results-driven professional with 12+ years of experience in Customer Service, Product, Backend Operations, MIS, and Business Development across retail and service industries. Skilled in client setup & onboarding, cross-functional collaboration, complaint resolution, and process audits. Strong leadership in managing Program Managers, Senior Managers, and frontline teams, driving customer satisfaction (NPS, VOC), operational efficiency, and revenue growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
General Manager – Payments (Customer Service and Backend Operations)
Accountmein Fintech Solutions Pvt Ltd
04.2023 - Current
- Leading a team of Program Managers and Senior Managers to deliver seamless customer service and backend operations.
- Managing 50+ FMCG clients and 90 programs
- Managing client setup and onboarding for enterprise accounts, ensuring smooth product adoption.
- Driving collaboration with product, tech, finance, MIS, and audit teams to streamline processes and resolve escalations.
- Implementing process improvements to enhance operational efficiency and customer satisfaction.
- Overseeing MIS reporting, backend operations, and verification to maintain compliance and accuracy.
- Managing client relationships across 50+ FMCG, ensuring retention and growth.
- Monitoring monthly revenue and performance metrics, aligning operations with business objectives.
- Handled customer escalations, product queries, and backend support operations
Deputy General Manager – Payments (Customer Service)
Accountmein Fintech Solutions Pvt Ltd
10.2022 - 03.2023
Deputy General Manager – Product
Lovinestore Technologies Pvt Ltd
04.2022 - 10.2022
Senior Manager - Payments
Lovinestore Technologies Pvt Ltd
06.2021 - 03.2022
Senior Manager - Payments
YOMA Technologies Pvt Ltd
08.2020 - 05.2021
Senior Executive – Operations Customer Service
Future Value Retail Ltd. (Zonal Office – Gurgaon)
12.2016 - 07.2020
- Resolved social media complaints, improving brand responsiveness.
- Certified TTT (Train the Trainer) for customer service; trained CSD teams across NCR on processes, SOPs, and MS CRM.
- Handled escalations from stores, higher management, and social media.
- Analyzed customer complaints data to design action plans reducing repeat issues.
- Monitored Voice of Customer (VOC) feedback and drove +ve NPS scores.
- Conducted store audits on SOPs and ensured compliance.
- Managed MIS reporting on daily/weekly/monthly basis for higher management.
- Ensured smooth functioning of in-store radio across all locations.
Senior Executive – Operations
Future Value Retail Ltd. (Zonal Office – Gurgaon)
12.2010 - 08.2013
- Drove Power of One (Save the Children NGO Project) achieving monthly fundraising targets.
- Boosted sales of eco-friendly bags across NCR stores.
- Configured and tracked promotions in SAP; prepared STOs for stock requirements.
- Provided backend support to 20+ stores, ensuring smooth operations.
- Implemented Store Management Tool (SMT) and BB 10 Years checklist in NCR.
- Coordinated with Zonal Managers and HO for project execution across Delhi/NCR.
- Led audits (SOP, internal, and external), prepared reports, and enforced corrective action plans.
MIS Executive
Skipper Electricals (I) Ltd. (Bhiwadi)
06.2010 - 12.2010
- Generated MIS from SAP modules (FICO, SD, MM, PP) to support decision-making.
- Delivered monthly MIS reports on sales, production, finance, purchase, and inventory.
- Coordinated with cross-department teams to ensure timely data flow and reporting.
Oswal Woollen Mills Ltd. (Monte Carlo)
03.2009 - 06.2009
- To collect feedback from walk-in customers of Monte Carlo about shirts.
- To collect information from competitors about shirts by visiting their outlets.
- To collect feedback from general customers about shirts.
- To analyze the data collected and give suggestions for increasing the sales of Monte Carlo shirts.
- Project: To know the Customer’s brand preference for shirts.
Education
Master of Business Administration (MBA) -
ICFAI University
06-2010
Bachelor of Commerce (B.Com) -
Kurukshetra University
04-2008
Senior Secondary -
CBSE Board
03-2005
Matric -
Haryana Board
03-2003
Skills
- Customer service excellence
- Onboarding process management
- Backend operations management
- Regulatory compliance oversight
- Cross-departmental collaboration
- Customer insight analysis
- Team leadership
- Customer-Centric Approach
- Cross-Functional Influence
- Focused on results
- Constructive outlook
- Flexibility in changing environments
- Ability to quickly understand concepts
Accomplishments
- Certified TTT for Customer Services.
- Successfully trained and launched MS CRM across NCR stores.
- Rolled out customer feedback process (VOC) region-wide.
- Initiated and launched “Aap Ke Liye” customer service desk in NCR stores.
Certification
- Certified Train the Trainer (TTT) – Customer Services
- MS CRM Implementation & Training
- Customer Feedback (VOC) Implementation
Languages
English
Hindi
Timeline
General Manager – Payments (Customer Service and Backend Operations)
Accountmein Fintech Solutions Pvt Ltd
04.2023 - Current
Deputy General Manager – Payments (Customer Service)
Accountmein Fintech Solutions Pvt Ltd
10.2022 - 03.2023
Deputy General Manager – Product
Lovinestore Technologies Pvt Ltd
04.2022 - 10.2022
Senior Manager - Payments
Lovinestore Technologies Pvt Ltd
06.2021 - 03.2022
Senior Manager - Payments
YOMA Technologies Pvt Ltd
08.2020 - 05.2021
Senior Executive – Operations Customer Service
Future Value Retail Ltd. (Zonal Office – Gurgaon)
12.2016 - 07.2020
Senior Executive – Operations
Future Value Retail Ltd. (Zonal Office – Gurgaon)
12.2010 - 08.2013
MIS Executive
Skipper Electricals (I) Ltd. (Bhiwadi)
06.2010 - 12.2010
Oswal Woollen Mills Ltd. (Monte Carlo)
03.2009 - 06.2009
Master of Business Administration (MBA) -
ICFAI University
Bachelor of Commerce (B.Com) -
Kurukshetra University
Senior Secondary -
CBSE Board
Matric -
Haryana Board
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