Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Hobbies
Languages
Timeline
Generic

Nehazul Laskar

Silchar

Summary

Customer Operations and Product Support Analyst with 6 + years of experience. Expertise in managing complex payment operations, providing premium product support, and using CRM systems and data analytics tools to improve customer satisfaction and reduce operational costs.

Seeking a challenging role in a fast-paced environment where skills can be used to make a significant contribution to the success of the team and the organization.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Payment Operations Analyst

PayPal Holdings Inc
11.2021 - Current
  • Managed transaction processing, exception handling, and research tasks on a global scale, ensuring the swift and accurate resolution of customer inquiries.
  • Leveraged cutting-edge communication and technology tools to streamline operations, resulting in a 20% increase in efficiency within the first quarter.
  • Managed Customer Solutions service request queues, consistently exceeding established service level agreements by delivering timely resolutions to over 500 customer inquiries per week.
  • Conducted in-depth financial analysis to identify potential fraud and errors, leading to a 15% reduction in financial discrepancies.
  • Led market research initiatives, leveraging data-driven insights to inform the development of cutting-edge payment solutions; contributed to a 30% increase in customer retention and a 15% boost in average transaction value.
  • Demonstrated exceptional competence in managing electronic payments and ACH payments, ensuring secure and seamless financial transactions.
  • Maintained an extensive database of transaction records, facilitating data-driven decision-making and enhancing operational transparency.
  • Conducted research and analysis to develop model-based solutions to complex operational problems.
  • Designed data optimization and interfaces for user interaction.

Product Support Specialist

MatchMove Pay Pte. Ltd
06.2020 - 11.2021
  • Proposed product improvements based on customer feedback and requirements, leading to a 30% increase in customer satisfaction and a 20% boost in user engagement.
  • Managed customer escalations with a focus on resolution, maintaining a 90% customer issue resolution rate within 24 hours.
  • Educated customers on the repayment process through personalized calls and emails, resulting in a 15% reduction in repayment delays.
  • Guided clients through the onboarding procedure, ensuring a seamless experience for over 500 new customers.
  • Collected outstanding customer debt, accounting for a 98% collection rate, surpassing quarterly targets.
  • Collaborated with the product team to implement 4 innovative solutions: iMudra app, Freshdesk ticketing system (reducing response times by 40%), FreshChat for enhanced customer support, and WhatsApp integration, enhancing communication and support channels.
  • Generated reports to track performance and analyze trends.

Senior Operations Analyst

Finnovation (KreditBee) Technology
09.2019 - 05.2020
  • Onboard new sign-ups quickly and efficiently, while providing guidance and support on promotions.
  • Respond to product-related queries, escalations, and grievances.
  • Educate customers about the product end-to-end, including KYC, compliance, and risk flags.
  • Connect with customers via multiple channels until their concerns are resolved.
  • Monitor accounts to identify outstanding debts.
  • Investigate historical data for each debt to identify patterns and trends in overdue payments.
  • Take actions to encourage timely debt payments, such as sending reminders, offering payment plans, and negotiating with customers.
  • Process payments and refunds.
  • Ensure that all account details are updated accurately and timely.
  • Collaborate with other departments, such as customer relations and sales, to manage the company's reputation, identify key players, and coordinate actions.

Education

Bachelor of Science - Biotechnology

Central IT College
Assam, India
05.2012

Skills

  • Operations monitoring
  • Analytical and Critical Thinking
  • Team Management
  • SQL
  • Data Analytics
  • Power BI
  • MS Excel (Advanced)
  • Microsoft Word
  • Microsoft Office
  • Teamwork and Collaboration
  • Decision-Making
  • Strong Communication
  • Customer Support
  • Transaction Processing
  • Friendly, Positive Attitude

Accomplishments

    Volunteered at PayPal under the PayPal Community Impacts Hub, participating in a campaign focused on improving schools, local environments, and the planet through gardening and tree planting initiatives.


    Won employee of the year award in 2021 at MatchMove.


    Awarded “Best production with accuracy” and SPOT Award at PayPal 2022 & 2023.


    Attended International conference on Trend & prospects Between Biomedical engineering & Biotechnology, Guwahati 2011

Certification

  • Certified Microsoft Power BI Data Analyst, Microsoft - October 2023, India

Hobbies

Cricket lover with a keen interest in sports

Volunteering, donating time to a worthy cause

Languages

English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Advanced (C1)

Timeline

Payment Operations Analyst

PayPal Holdings Inc
11.2021 - Current

Product Support Specialist

MatchMove Pay Pte. Ltd
06.2020 - 11.2021

Senior Operations Analyst

Finnovation (KreditBee) Technology
09.2019 - 05.2020

Bachelor of Science - Biotechnology

Central IT College
Nehazul Laskar