PARESH PARASRAMPURIA
MALAD, MUMBAI
Summary
Dynamic Business Solution and Analyst Manager at Kotak Mahindra Bank with expertise in API integration and strong analytical skills. Successfully automated multiple processes, enhancing operational efficiency. Proven track record in vendor management and stakeholder engagement, driving impactful business improvements and delivering exceptional customer relationship management.
Overview
17
17
years of professional experience
Work History
BUSINESS SOULTION AND ANALYST, MANAGER
KOTAK MAHINDRA BANK
12.2021 - Current
- Handled Key projects i.e. Kotak.biz App (Merchant App)
- Instant Static QR Activation
- WhatsApp Chat Bot Services for POS Merchants: Completely Automated without any manual intervention with 5 vendors using API.
- Raising of Service / Complaints request from Portal and kotak.biz App: Completely Automated without any manual intervention with 5 vendors using API
- Requirement Gathering and Analysis: Collaborate with stakeholders to understand their business objectives, gather requirements, and analyze existing systems, processes, and data
- Documentation: Create detailed documentation, including Business Requirement Document (BRD), functional specifications document (FSD), use cases, process flows, and data models to effectively communicate the requirements and proposed solutions.
- Data Analysis: Analyze and interpret complex data sets to identify trends, patterns, and insights that can support decision-making and drive business improvements.
- Solution Design: Collaborate with cross-functional teams to design and propose solutions that address the identified business needs and align with organizational goals.
- Stakeholder Management: Build and maintain relationships with stakeholders at various levels to ensure effective communication, manage expectations, and gather feedback throughout the project lifecycle
- Business Process Improvement: Identify opportunities for process optimization, automation, and streamlining to enhance operational efficiency, reduce costs, and improve overall business performance.
- Testing and Quality Assurance: Develop test plans, perform user acceptance testing, and ensure that the proposed solutions meet the specified requirements and quality standards.
- Change Management: Facilitate the implementation of new systems or process changes by providing training, support, and guidance to end-users and stakeholders.
DEPUTY MANAGER
AXIS BANK LTD
MUMBAI
09.2017 - 12.2021
- Worked on Payment Gateway Systems: MiGS, Cybersource, Juspay, PayU and CC Avenues.
- Customer Support: Respond to customer inquiries and provide technical assistance related to payment gateway integration, transaction processing, and general troubleshooting. Communicate effectively to understand customer issues and provide timely solution.
- Troubleshooting: Investigate and diagnose technical issues related to payment gateway integration, APIs, transaction failures, error messages, and other payment-related problems. Analyze logs, system configurations, and transaction data to identify the root cause of the issue and implement appropriate solutions.
- Issue Resolution: Collaborate with internal teams such as developers, QA, and product managers to resolve complex technical issues that require deeper investigation or code-level fixes. Escalate issues to higher-level support or development teams when necessary.
- Documentation: Maintain accurate and up-to-date documentation of technical issues, solutions, and best practices to create a knowledge base for both internal teams and customers. Contribute to the improvement of existing documentation and self-help resources.
- Testing and Quality Assurance: Participate in testing and quality assurance activities to ensure the smooth functioning of payment gateway integrations and to identify any potential issues or bugs before they impact customers.
- Training and Education: Provide guidance and training to customers on payment gateway features, integration processes, and best practices.
- Relationship Management: Build and maintain strong relationships with customers, understanding their business needs and goals. Act as a trusted advisor, providing guidance and proactive support to help customers achieve their objectives.
TEAM LEAD
IN-SOLUTIONS GLOBAL PVT LTD
MUMBAI
11.2010 - 09.2017
- Handled Projects: MasterCard Lounge Program & Payment Gateway Support for Axis Bank
- MasterCard Lounge Program: Coordination and Managing Client (MasterCard) and their day-to-day requirements.
- Conduct regular meetings and business reviews with Client to assess satisfaction levels and address any concerns.
- Conduct regular meetings with Lounge Managers (Pan India) to address concerns.
- Developed training materials for new hires, lounge staff on effective communication techniques when dealing with customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Implemented innovative methods for streamlining the customer service process.
- Tracked all incoming calls and emails from customers using appropriate software applications.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries to resolved customer complaints promptly and efficiently.
- Create and manage team roster to ensure 24/7 support.
- Payment Gateway Support for Axis Bank: Understand client needs, objectives, and challenges to provide tailored solutions and exceptional customer service.
- Collaborate with internal teams (e.g., sales, marketing, operations) to ensure client expectations are met or exceeded.
- Stay updated on industry trends, competitor activities, and market changes to identify potential risks or opportunities.
- Payment Gateway Integration support to merchants.
- Coordination with IT Team to perform or maintain server activities.
CUSTOMER SUPPORT EXECUTIVE
MERU CABS PVT LTD
MUMBAI
12.2009 - 11.2010
- Handle inbound customer calls professionally and efficiently, addressing customer inquiries, requests, and concerns.
- Actively listen to customers, empathize with their concerns, and provide appropriate solutions or guidance.
- Resolve customer issues or complaints by investigating the problem, collaborating with relevant teams if needed, and following through to resolution.
- Ensure high customer satisfaction by delivering personalized and friendly service while maintaining professionalism.
- Identify and escalate complex or unresolved issues to appropriate supervisors or specialized teams, ensuring a timely and satisfactory resolution for the customer.
CUSTOMER SUPPORT EXECUTIVE
Fidelity Information Services (FIS)
MUMBAI
06.2008 - 09.2009
- Respond to customer inquiries and support requests received via email in a timely and professional manner.
- Provide accurate and comprehensive information to customers regarding our products, services, and policies.
- Address and resolve customer issues, complaints, or escalations by thoroughly investigating the matter, collaborating with other teams if needed, and providing appropriate solutions.
- Demonstrate patience while interacting with customers, understanding their concerns, and ensuring their needs are met.
Education
B.COM -
Yashwant Rao Chavan University
01.2007
HSC -
Mumbai University
01.2004
SSC -
Mumbai University
01.2002
Skills
- MS Office (MS-Word, MS-Excel, MS-PowerPoint)
- Vendor Management
- Client Management
- Customer Relationship Management
- Problem-Solving Ability
- Strong Analytical and Problem-Solving Skills
- Automation Process using API's
- Project Management
- Testing and quality assurance
- API integration
- Business process improvement
- Requirement gathering
- Solution design
- Project management
- Customer relationship management
Accomplishments
- Launch of kotak.biz App (Merchant App)
- Launch of WhatsApp Chat Bot
- Launch of Pre-Generated QR
Timeline
BUSINESS SOULTION AND ANALYST, MANAGER
KOTAK MAHINDRA BANK
12.2021 - Current
DEPUTY MANAGER
AXIS BANK LTD
09.2017 - 12.2021
TEAM LEAD
IN-SOLUTIONS GLOBAL PVT LTD
11.2010 - 09.2017
CUSTOMER SUPPORT EXECUTIVE
MERU CABS PVT LTD
12.2009 - 11.2010
CUSTOMER SUPPORT EXECUTIVE
Fidelity Information Services (FIS)
06.2008 - 09.2009
B.COM -
Yashwant Rao Chavan University
HSC -
Mumbai University
SSC -
Mumbai University
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