Pooja Rastogi

PayU Journey:

Joined PayU Payments Private Limited in May 2015 as a Senior Customer Care Executive and was responsible for delivering high-quality customer support, managing merchant and customer queries, handling escalations, and ensuring timely resolution of payment-related issues while maintaining service excellence standards.

Assistment Manager (Key account Sales)- April 2019 to Jun 2024

1. Managed a portfolio of SMB key accounts, driving revenue growth through upselling, cross-selling, and long-term relationship building.

2. Onboarded new SMB clients and ensured smooth post-sales implementation in coordination with internal teams.

3. Handled account escalations professionally to retain customers and reduce churn.

4. Monitored market trends and competitor activities to refine sales strategies for SMB segment

Manager (Key Account Sales)- July 2024 to till now.

• Building and maintaining strong relationships with clients
• Understanding and fulfilling client needs and objectives
• Acting as the main point of contact for clients
• Scheduling and attending regular meetings with clients to discuss progress and identify new opportunities
• Managing a portfolio of client accounts, and ensuring customer satisfaction.
• Working closely with other internal teams, such as sales, marketing, and customer support, to ensure seamless customer experience
• Identifying upselling and cross-selling opportunities to maximize revenue
• Managing and resolving any client complaints or issues
• Monitoring and analyzing client activity and providing performance reports
• Retained 100% of strategic enterprise clients
• Keeping up to date with industry trends and competitor activity to provide insights and recommendations to clients
• Assisting in the development of sales strategies and targets
• Providing training and support to new and existing clients on products or services offered
• Maintaining accurate records of all client interactions and transactions
• Connecting with business owners, CEO, CBO or CFO, decision makers & explaining the product.
• Achieved sales targets in line with the target established for the area in terms of revenues & vol

• Responded to customer inquiries and complaints via chat, email, and phone, ensuring timely resolution and customer satisfaction.
• Provided guidance and assistance to customers for password reset (Comcast Account) and navigating the company's products and services.
• Documented and tracked customer interactions and resolutions using CRM software.
• Participated in training sessions to stay updated on product knowledge and customer service best practices.
• Recognized as a top performer for consistently achieving high customer satisfaction ratings.
• Monitored team performance metrics, Maintaining Reports, Roster making and Preparing team score card.