SAMEENA KOUSER
Bangalore,KA
Summary
Dynamic, results-driven leader seeking a challenging position to leverage creative problem-solving and lean management expertise within a forward-thinking organization. Proven ability to enhance departmental efficiency and align team strengths with organizational goals, ensuring optimal resource utilization. Proactive professional dedicated to fostering continuous operational improvement and driving maximum performance through strategic employee-role alignment. Committed to cultivating a collaborative environment that empowers teams to excel and achieve collective success.
Overview
8
8
years of professional experience
4
4
Languages
Work History
Assistant Manager
Cashfree Payments India Private Limited
11.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Managed and maintained daily lead tracking using Excel, ensuring accurate data entry, and timely follow-ups.
- Monitored incoming leads from end users, and updated status reports to support sales and operations.
- Conducted regular data analysis in Excel to identify trends, gaps, and performance opportunities.
- Prepared and presented monthly performance reports and reviews to senior management.
- Coordinated with cross-functional teams to streamline processes and improve lead conversion efficiency.
- Led and supervised team activities, ensuring targets and deadlines were consistently met.
- Facilitated effective communication between departments to resolve operational issues.
- Improved workflow efficiency through structured data management and reporting practices.
Analyst - Operations
Razorpay Primary Pvt Ltd
12.2023 - 10.2024
- KYC Process and Integration: Verify and onboard clients effectively.
- Freshdesk Ticketing - Manage and resolve customer support inquiries.
- Onboarding Task - Manage the end-to-end onboarding process.
- Merchant Delight - Focusing on enhancing satisfaction and loyalty.
- Identified, detected, and reported suspicious activities within transactions to mitigate fraud risks, and ensure adherence to compliance standards.
- Maintained detailed tracking of KYC file statuses and customer record activities, ensuring timely completion in line with regulatory requirements.
Senior Associate - Operations ( Reimbursement / Refund )
Connect and Heal Pvt Ltd
09.2021 - 07.2023
- Problem Resolution : Troubleshoot & resolve customer problems and complaints efficiently & effectively, ensuring a positive customer experience.
- Collaborated with management to approve valid requests and communicated decisions to customers
- Escalation : Identify and escalate complex or unresolved issues to higher-level support or management as necessary.
- Documentation : Maintain accurate records of customer interactions, including notes on issues, resolutions, and customer feedback, in the company's CRM
Associate - Customer Support Representative
Lambre Cosmetics India Pvt Ltd
03.2021 - 08.2021
- Generating an invoices to all the products booking & help to book products
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
Customer Support Representative
Practo Technologies Pvt Ltd
09.2018 - 02.2020
- Analyzing the call recordings of the patients to verify and attributes based the keywords subscribed by the client and the process the call refunds accordingly
- Successfully completed a pilot program for collecting the recommendations for the doctors on Practo.com from patients who had consulted them
Education
Bachelor of Commerce - B.com
GITAM University
Bangalore01.2018
Skills
Microsoft Office tools like Excel, Word, Outlook, PowerPoint
Focused and confident with positive attitude
Operations management
Team leadership
Employee performance evaluations
Timeline
Assistant Manager
Cashfree Payments India Private Limited
11.2024 - Current
Analyst - Operations
Razorpay Primary Pvt Ltd
12.2023 - 10.2024
Senior Associate - Operations ( Reimbursement / Refund )
Connect and Heal Pvt Ltd
09.2021 - 07.2023
Associate - Customer Support Representative
Lambre Cosmetics India Pvt Ltd
03.2021 - 08.2021
Customer Support Representative
Practo Technologies Pvt Ltd
09.2018 - 02.2020
Bachelor of Commerce - B.com
GITAM University