Raghav Kalia
Faridabad,Haryana
Summary
Dedicated Operations Professional experienced in merchant onboarding and process management. Established rapport with clients and coordinated cross-functional teams to facilitate transitions for new merchants onto platforms. Focused on ensuring compliance with regulatory standards, resolving onboarding issues, and enhancing merchant understanding of platform features.
Overview
9
9
years of professional experience
Work History
Merchant Onboarding Manager - Digital Operations
Powerfin Technology Pvt Ltd
Navi Mumbai
06.2025 - Current
- Merchant Onboarding & Process Management:
- Lead the end-to-end onboarding process for new merchants, ensuring seamless transitions onto the platform.
- Coordinate with cross-functional teams, including Sales, Compliance, Technology, and Customer Support, to ensure efficient completion of all onboarding steps.
- Build and maintain strong relationships with merchants, acting as their primary point of contact and ensuring positive onboarding experiences.
- Managed compliance documentation processes
- Ensure all required documentation and compliance checks are completed accurately and in a timely manner, adhering to regulatory and company standards.
- Proactively identify and resolve issues or roadblocks during the onboarding process, ensuring smooth and timely merchant launches.
- Delivered training sessions to merchants
- Provide comprehensive training and ongoing support to merchants during onboarding, addressing questions and ensuring effective platform utilization.
- Deliver personalized guidance to merchants, helping them understand platform features and best practices.
- Evaluated onboarding efficiency regularly
- Continuously evaluate and improve the merchant onboarding process, identifying opportunities for increased efficiency and enhanced customer experience.
- Monitor key performance indicators (KPIs) related to merchant onboarding, reporting progress and outcomes to senior management.
Senior Executive - Finance Operations
Dotpe Private Limited
Gurugram
09.2021 - 06.2025
- Oversaw financial operations within the FinTech sector.
- Managed reconciliations with lender MIS, ensuring accuracy in financial data.
- Compiled summarized financial reports, including daily, weekly, and monthly updates for lender billings, final invoicing, and future forecasts.
- Approved invoicing and managed reporting for financial operations.
- Led diverse tasks in SaaS project management.
- Handled payment validations, product activation approvals, account creation, payment mapping, and reconciliations.
- Assisted in the development of standard operating procedures for SaaS procurement.
- Developed and maintained relationships with suppliers.
- Handled management tasks for Rista POS software.
- Managed business account, vendor creation and configuration within Rista POS software.
- Created, organized, and uploaded product catalogs to the system, ensuring accurate and up-to-date listings.
- Oversaw licensing processes, ensuring compliance and smooth operational functionality.
- Digital Operations.
- Oversaw merchant onboarding and closures, ensuring seamless transitions and compliance with operational standards.
- Handled various responsibilities in CRM and merchant support.
- Utilized Zoho CRM to manage merchant and client business requirements and resolve support tickets efficiently.
- Quality & Performance Management.
- Developed and implemented quality measurement strategies in line with company guidelines to ensure service excellence.
- Supported leadership and strategic planning activities.
- Supported executive decision-making and strategic planning by forging strong relationships with senior leadership.
- Supervised operations team, driving operational excellence and ensuring top-tier service for merchants.
Senior Customer Service Associate
Amazon
Noida
06.2020 - 01.2021
- Managed order cancellations, shipment adjustments, and assisted customers in locating packages.
- Processed account refunds and replacements for lost or misplaced packages.
- Provided customer support and guidance on navigating Amazon.com and resolving issues.
- Composed professional email communications to customers, outlining solutions and future preventive measures.
- Utilized internal resources, including articles and training materials, to resolve customer inquiries efficiently and effectively.
Senior Customer Service Associate
Vcare Pvt. Ltd
Noida
10.2019 - 05.2020
- Addressed customer service inquiries by applying company policies and procedures, ensuring timely updates to customers on issue resolution.
- Escalated complex issues to appropriate supervisors when standard solutions were insufficient.
- Monitored order status and back-ordered products to ensure smooth and efficient shipment coordination.
Customer Service Executive
Cogent E-services
Noida
10.2018 - 10.2019
- Resolved customer inquiries related to food orders for Zomato via live chat and email, ensuring prompt and effective issue resolution.
- Reviewed customer accounts to address and resolve issues, providing tailored solutions to meet individual needs.
- Maintained high levels of customer satisfaction by proactively addressing concerns and implementing forward-thinking strategies.
- Provided personalized advice and assistance, paying close attention to customer preferences and special requirements.
Associate Guest Delight Manager
Jubilant FoodWorks Ltd.
Faridabad
08.2017 - 07.2018
- Led and supervised the customer services team, ensuring prompt, accurate, and high-quality responses to customer concerns, while upholding service excellence standards.
- Fostered a positive work environment by motivating and recognizing team members, driving employee engagement, performance, and overall morale.
- Implemented customer feedback surveys to identify areas for service improvement, utilizing insights to drive continuous operational enhancements.
- Provided coaching and development to team members, focusing on refining soft skills and recovery techniques to elevate customer satisfaction levels.
- Oversaw daily operations, including opening and closing procedures and shift transitions, ensuring seamless service delivery and alignment with organizational success strategies.
- Managed end-to-end inventory processes, including stock monitoring, ordering, and replenishment, ensuring optimal stock levels and reducing inventory discrepancies.
- Implemented inventory control best practices, reducing waste and stock-outs while enhancing the overall efficiency of operations.
- Conducted regular inventory audits to ensure accuracy, maintaining compliance with company policies.
Education
Bachelor - Hotel Management
BCIHMCT
New DelhiHigher Secondary Certificate - Science
Gold Filed Public School, CBSE Board
Faridabad, HaryanaSenior Secondary School -
Homerton Grammar School, CBSE Board
Faridabad, HaryanaSkills
- Merchant Onboarding
- Process Improvement
- Cross-functional Team Coordination
- Client Management
- Compliance Management
- Financial Compliance
- Invoice Validation
- SaaS applications management
- Microsoft Excel
- Operations Management
- Inventory Management
- People Management
Accomplishments
- Contributed to the Hospitality Ensemble at Banarsidas Chandiwala Institute of Hotel Management and Catering Technology for three consecutive years.
- Gained hands-on experience working with several five-star properties in outdoor catering, providing high-end service to Bollywood celebrities.
Timeline
Merchant Onboarding Manager - Digital Operations
Powerfin Technology Pvt Ltd
06.2025 - Current
Senior Executive - Finance Operations
Dotpe Private Limited
09.2021 - 06.2025
Senior Customer Service Associate
Amazon
06.2020 - 01.2021
Senior Customer Service Associate
Vcare Pvt. Ltd
10.2019 - 05.2020
Customer Service Executive
Cogent E-services
10.2018 - 10.2019
Associate Guest Delight Manager
Jubilant FoodWorks Ltd.
08.2017 - 07.2018
Bachelor - Hotel Management
BCIHMCT
Higher Secondary Certificate - Science
Gold Filed Public School, CBSE Board
Senior Secondary School -
Homerton Grammar School, CBSE Board