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
Bilaspur01.2021
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
- 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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