Summary
Overview
Work History
Education
Skills
Timeline
Generic
Sarthak Jain

Sarthak Jain

Subject Matter Expert - Consumer Payments
Bangalore

Summary

Customer support specialist with strong experience in handling escalations, vendor coordination, and performance analysis. Currently working as an SME at PhonePe, focused on improving key metrics like FRT and CSAT through process optimization and cross-functional collaboration. Skilled in training support teams, managing high-volume operations, and ensuring quality compliance. Known for a proactive, data-driven approach and the ability to deliver consistent, high-quality support in fast-paced environments.

Overview

4
4
years of professional experience
2022
2022
years of post-secondary education

Work History

Subject Matter Expert

PhonePe Ltd.
07.2024 - Current
  • Vendor Management: Oversee vendor performance, conducting regular reviews and feedback loops to ensure service level agreements (SLAs) and quality standards are consistently met.
  • Lead and coach a team of 30 agents, driving performance improvements and professional growth.
  • Resolve complex customer escalations promptly, ensuring timely resolution and increased CSAT.
  • Analyze trends in ticket volume, collaborating with internal teams to streamline workflows and address recurring issues.
  • Lead knowledge-sharing sessions and vendor training to ensure consistency in process and quality.
  • Monitor and optimize key metrics (FRT, AHT, CSAT) to drive operational efficiency.

Advisor Trust and Safety

Phonepe Pvt. Ltd.
09.2022 - 06.2024
  • Hands-on experience on MHA Portal and Cybercell process of Trust & Safety
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
  • Maintained excellent team relationships by proactively helping colleagues solve complex customer complaints, issues, and requests.

Customer Service Expert

Praxis Services
02.2022 - 09.2022
  • Provided friendly, attentive service by promptly responding to customer inquiries and processing order requests
  • Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.

PPC Executive

Epack Durables Pvt. Ltd.
06.2021 - 02.2022
  • Coordinated with the marketing team and production team to achieve the monthly production targets
  • Closely worked with the R&D team and store team to reduce inventory.

Education

Bachelor of Science - Hospitality and Hotel Administration

IHM Bangalore
Bengaluru, India
07-2021

Skills

  • Customer Service & Complaint Management
  • Multidisciplinary Teamwork & Cross-functional Collaboration
  • Escalation & Query Management
  • Excellent Communication & Listening
  • Problem-solving & Process Alignment
  • Campaign Development & Stakeholder Coordination
  • Vendor Performance Monitoring & Training
  • Data Analysis & Vendor Insights (Power BI)
  • SLA & Quality Tracking
  • Google Workspace, SAP, Microsoft Office, Freshdesk, Amadeus

Timeline

Subject Matter Expert

PhonePe Ltd.
07.2024 - Current

Advisor Trust and Safety

Phonepe Pvt. Ltd.
09.2022 - 06.2024

Customer Service Expert

Praxis Services
02.2022 - 09.2022

PPC Executive

Epack Durables Pvt. Ltd.
06.2021 - 02.2022

Bachelor of Science - Hospitality and Hotel Administration

IHM Bangalore

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Sarthak JainSubject Matter Expert - Consumer Payments