Nikita Saha

• Part of diversified team of 15+ whose core responsibilities is to onboard the merchants at Ezetap platform , provide L2 level support to Banks / Service for the escalations.
• Managing a 3 person team charged with processing team's day-to-day operational workflow; planning, coordinating, and directing Operations Team to meet agreed-upon objectives and SLAs
• Driving and supervise merchant on-boarding process for 2 primary banks.
• Creating operational processes such as merchant TID configuration, Feature go live and support to integrations with third party.
• Collaborating cross-functionally with banks and internal stakeholders on Ezetap platform and new feature UAT and production testing; working with Internal Team, Managers, Customer Success Managers (Internal), client point of contact, and Banking Alliance team to resolve any escalation queries and fill any process gaps

Highlight:

• Managed Top bank operation's end to end and reduced efficiency by more than 50% by adding many automation ideas like Merchant Setup Automation, On-boarding API and respective suggestions.
• Providing daily ,weekly and monthly reports to upper management on operations business and performance and Banks.
• Applied excellent problem-solving, process development and strategic implementation skills to improvise and fix the product or process level gaps.

Role:

• Handled Inbound and Email Support to customer queries regarding the Ezetap POS software and transaction support.
• Logged call information and solutions provided into internal database to create the record.
• Responded to customer requests for product issues, services, and company information on the Ezetap Payments.
• Have been able to achieve SLA of 1 hr for email support provided to Ezetap customers.
• Provided valuable feedback and insights to the issues occurred in the field with respect to transactions and POS Software and hardware support for e.g battery , Login , transactional failures

Highlights:

• Got offered by the Client to get onboard and directly work with Ezetap Operations.
• Worked as customer relationship officer in same process for HGS - Hinduja Global Solutions from Feb 2019 - Jan 2020 ,which was acquired by Altruist later on.