Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Languages
Disclaimer
Timeline
Generic

SHIVANI SHARMA

Bangalore

Summary

Experienced Operations Team Lead with over 1.5 years in fintech and customer operations, specializing in end-to-end merchant onboarding, transaction support, and post-activation servicing. Proven ability to lead high-performing teams, manage cross-functional workflows, and improve SLA adherence. Adept at process optimization, and driving customer & merchant satisfaction. Strong background in KYC compliance, chargeback handling, and operations reporting. Committed to building scalable systems that enhance both merchant experience and operational efficiency.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Team Lead

Ienergizer (Merchant Support – Razorpay)
04.2025 - Current
  • Handling the merchant support team, which handles onboarding, KYC, and payment-related issues for Razorpay users.
  • Verifying all document for KYC merchants applying for payment services and raising activation workflow.
  • Handling escalations, including EHT and high-impact merchant queries, ensuring timely resolution within SLAs.
  • Tracking team performance on KPIs like AHT, CSAT, and TAT using Razorpay’s internal dashboards and Freshdesk.
  • Collaborated with QA and compliance teams to ensure high service quality and adherence to policies.
  • Coordinated with WFM/MIS for effective shift management and real-time queue monitoring.
  • Generated performance reports and presented actionable insights to stakeholders.
  • Providing regular training, coaching, and feedback to improve team knowledge and customer-handling skills.

Team Leader

Ienergizer (SBI Cards)
01.2024 - 03.2025
  • Led a team of 15 to 20 members, consistently meeting departmental KPIs and enhancing customer satisfaction.
  • Inspire teams to achieve or exceed goals through regular motivation.
  • Monitor team performance, identify areas for improvement, and implement corrective actions.
  • Handled customer concerns and escalations on major issues.
  • Identified issues, analyzed information, and provided solutions to problems.
  • Analyze call recordings to identify errors, and provide constructive feedback based on call audits to drive improvement.
  • Maintained excellent employee relationships by cultivating a supportive, positive, and helpful working environment.
  • Trained new staff on operational procedures and customer service standards.

Senior KYC Analyst

Concentrix | Razorpay (Fintech)
Bangalore
07.2022 - 01.2024
  • Assisted merchants throughout the onboarding process and post-activation phases, ensuring a seamless and satisfactory experience with the organization’s products.
  • Coordinated with cross-functional departments such as Tech Support, Finance Operations, Sales, and SME Integration teams to resolve merchant concerns efficiently.
  • Responded to merchant queries via phone and email, addressing issues related to settlements, transactions, chargebacks, disputes, and payment methods.
  • Achieved key performance metrics including average handling time, customer satisfaction, and product recommendation goals.
  • Verified KYC documents and flagged invalid or suspicious accounts in alignment with internal SOPs and compliance policies.
  • Followed the SSP Seven Step Process, including pre-screening, identity verification, business model analysis, and credit risk assessment, during the onboarding of merchant accounts.
  • Contributed to improved support operations through feedback, documentation, and collaboration with internal teams.

Training Associate

TeamLease/ Bajaj Finserv (PL & OD loan)
Bangalore
01.2022 - 07.2022
  • Contacted potential and existing customers to assess interest and eligibility for personal loan and OD loan products.
  • Evaluated client eligibility by analyzing CIBIL scores, financial obligations, and income sources.
  • Built and maintained strong relationships with channel partners to drive personal loan business growth.
  • Ensured process discipline from login to final disbursal of the loan, adhering to compliance and operational standards.
  • Collected and verified all required documents to complete accurate and timely loan applications.
  • Coordinated with the relevant departments for real-time support and resolution of customer issues.
  • Proactively educated customer on relevant features and benefits, enhancing product adoption and satisfaction.
  • Maintained required operational metrics and turnaround times (TAT); consistently achieved monthly business targets (2cr)

Freelancer

Reliance Jio Infocomm Limited
Raigarh Chhattisgarh
03.2021 - 12.2021
  • Made outbound calls to customers to remind them about upcoming or missed recharge deadlines to ensure uninterrupted service.
  • Handled customer complaints related to network issues, poor connectivity, or service disruptions.
  • Maintained accurate call logs and customer records in the CRM system.
  • Met daily and weekly targets related to calls, reminders, and complaint closures.

Education

Post Graduation - Sociology

Atal Bihari Vajpayee Vishwavidyalaya
Bilaspur
01.2021

Graduation - Political Science, Hindi Literature, Sociology, English

Atal Bihari Vajpayee Vishwavidyalaya
01.2019

PUC - PCM

Chhattisgarh Board of Secondary Education
01.2014

10th -

Chhattisgarh Board of Secondary Education
01.2012

Skills

🔹 Leadership & Team Management
  • Leading and motivating cross-functional operations teams
  • Performance monitoring and KPI management
  • Coaching, mentoring, and conducting regular team reviews
🔹 Operational Excellence
  • End-to-end process ownership (onboarding to post-activation support)
  • SLA/TAT management and process optimization
  • Driving operational efficiencies and continuous improvement
  • Root cause analysis and corrective action planning
  • SOP creation, documentation

🔹 Analytical & Reporting Skills

  • Proficiency in Excel/Google Sheets for MIS reporting
  • Exposure to dashboard tools (salesforce, Freshdesk, zendesk, citrix, mi connect, ameyo)
  • 🔹 Customer & Merchant Experience
  • Deep understanding of customer lifecycle from onboarding to dispute resolution
  • Handling escalations, chargebacks, settlements, KYC, and compliance queries
  • Ensuring consistent merchant satisfaction and retention
  • Training team members on product knowledge and quality service delivery

Languages

Hindi: Proficient, English: Proficient

Accomplishments

  • Consistent Top Performer, and received Client Appreciation for the same.
  • Got maximum merchant satisfaction survey points.
  • Promoted by team leader as Subject Matter Expert to validate all unresolved, pending and high escalation cases to resolve status on priority at concentrix.

Certification

  • Wow performer in Concentrix service private limited.

Languages

Hindi
First Language
English
Advanced (C1)
C1

Disclaimer

I hereby declare that all the information mentioned above is true and correct to the best of my knowledge and belief. I take full responsibility for the accuracy of the particulars mentioned.

Timeline

Team Lead

Ienergizer (Merchant Support – Razorpay)
04.2025 - Current

Team Leader

Ienergizer (SBI Cards)
01.2024 - 03.2025

Senior KYC Analyst

Concentrix | Razorpay (Fintech)
07.2022 - 01.2024

Training Associate

TeamLease/ Bajaj Finserv (PL & OD loan)
01.2022 - 07.2022

Freelancer

Reliance Jio Infocomm Limited
03.2021 - 12.2021

Post Graduation - Sociology

Atal Bihari Vajpayee Vishwavidyalaya

Graduation - Political Science, Hindi Literature, Sociology, English

Atal Bihari Vajpayee Vishwavidyalaya

PUC - PCM

Chhattisgarh Board of Secondary Education

10th -

Chhattisgarh Board of Secondary Education

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