Steffi Mathew
Summary
Dynamic Senior Analyst at Razorpay Pvt. Ltd. with expertise in customer relationship management and team mentoring. Proven track record in optimizing merchant onboarding processes, enhancing customer satisfaction, and leading training initiatives. Skilled in compliance management, driving operational efficiency, while maintaining high service standards. Reliable senior analyst with outstanding talents in client management, business operations and leadership. Strong project management skills with adroitness in successfully managing multiple tasks at any given point. Over a several-year background providing strategic analysis services to businesses.
Overview
13
13
years of professional experience
Work History
Senior Analyst
Razorpay Pvt. Ltd.
09.2022 - Current
- Providing thorough post-onboarding and pre-onboarding support to merchants, ensuring smooth integration and high customer satisfaction.
- Handling Service Request Forms (SRFs) and tickets from Points of Contact (POCs) according to individual merchant needs.
- Adhering to Service Level Agreements (SLAs), and efficiently managing bulk activities across multiple merchant accounts.
- Customizing pricing structures and promotional offers for merchants, and continuously updating and optimizing their accounts.
- Onboarding and activating merchants' accounts after a proper review of the provided documents.
- Collaborated with cross-functional teams to enhance operational efficiency and service delivery.
- Mentored junior analysts, fostering skill development and knowledge sharing within the team.
- Facilitated training sessions on products for improved team performance and productivity.
- Maintained updated knowledge base on industry trends and best practices.
- Developed training materials for end users.
Customer Support Executive
HSBC
03.2020 - 07.2022
- Successfully completed all tasks assigned by the line manager, including mailbox management and addressing escalations to ensure timely payment processing.
- Maintained strict adherence to compliance and anti-money laundering protocols. Executed end-of-day checks meticulously, ensuring flawless task completion.
- Demonstrated exceptional speed and precision in handling complex tasks, meeting deadlines and minimizing financial risk.
- Proficient in understanding critical documentation, analyzing information, and assessing associated risks.
- Showcased excellent organizational skills, self-reliance, and a thorough understanding of job objectives.
- Proactively developed case studies and shared insights to drive continuous improvement and knowledge sharing.
- Assisted customers with account inquiries and transaction issues.
- Managed customer complaints to ensure timely resolutions.
- Led team initiatives to enhance knowledge sharing among subject matter experts.
- Facilitated training sessions to develop skills in emerging technologies and best practices.
- Mentored junior team members by providing guidance on complex issues and solutions.
Account Manager for Customers
ECPL-Expert Callers Solutions Pvt. Ltd.
11.2017 - 08.2018
- Successfully converted prospective leads into sales and facilitated smooth customer onboarding.
- Efficiently managed order fulfillment and shipments, addressing customer concerns promptly.
- Conducted diligent follow-ups to secure timely payments from customers.
- Developed and maintained strong relationships with clients to enhance customer satisfaction and retention.
- Coordinated communication between clients and internal teams.
- Managed client accounts to ensure satisfaction and retention.
- Conducted regular reviews of account performance with clients.
- Trained new team members on account management processes.
Customer Support Executive
BYJUS-The Learning App
02.2017 - 08.2017
- Expertly handled customer inquiries, escalations, and issue resolution.
- Efficiently initiated tickets for technical issues and refund-related matters.
- Managed customer complaints to ensure timely resolutions.
- Conducted regular follow-ups to maintain customer satisfaction levels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Operations Associate
WNS Global Services Pvt. Ltd.
08.2014 - 08.2016
- Meticulously evaluated proof of No Claims bonuses and verified corresponding policies.
- Ensured high service and product delivery standards, enhancing overall customer satisfaction.
- Supported the team in meeting Service Level Agreements (SLAs) and achieving individual targets.
- Professionally managed Inbound client calls, addressing inquiries, resolving issues, and correcting policy errors promptly.
- Effectively handled a high volume of work in a deadline-driven environment, resolving an average of 350 inquiries weekly while consistently meeting performance benchmarks for speed, accuracy, and volume.
Customer Service Executive
First Advantage Offshore Services
10.2012 - 07.2014
- Performed comprehensive background screenings to evaluate potential criminal activity for prospective candidates on behalf of the client.
- Proactively followed up with relevant authorities to ensure timely completion of pending candidate screenings.
Education
BACHELOR OF COMMERCE -
Rabindranath Tagore University
India01.2020
Skills
- Team mentoring
- Performance monitoring (NPS Surveys)
- Business development
- Compliance and risk management
- Customer relationship management (CRM)
- Performance optimization
- Background screening
- Business Process Outsourcing (BPO)
- Training facilitation
- Initiative leadership
- Quality assurance
- Customer and merchant onboarding
- Escalation handling
- Financial analysis
- Shipment management
- Vendor management
- Customer inquiry management
- Ticketing and issue resolution
Phone
+91, 8792144142
Organisational Skills - Core Expertise
- Business Development
- Customer relationship management (CRM)
- Performance Optimization
- Background Screening
- Business Process Outsourcing (BPO)
- Team Collaboration
- Quality Assurance
- Customer Onboarding
- Escalation Handling
- Financial Analysis
- Shipment Management
- Vendor Management
- Customer Inquiry Management
- Ticketing and Issue Resolution
Honours And Awards - Achievements
- Played a crucial role in configuring pricing and offers for merchants, leading to increased service utilization and improved customer retention.
- Consistently exceeded Service Level Agreements (SLAs), showcasing a strong commitment to timely and high-quality customer support.
- Maintained rigorous compliance with regulations and heightened awareness of money laundering risks, protecting the organization's reputation.
- Efficiently processed complex tasks with precision and speed, minimizing financial losses and boosting operational efficiency.
Affiliations
Played a crucial role in configuring pricing and offers for merchants, leading to increased service utilization and improved customer retention. • Consistently exceeded Service Level Agreements (SLAs), showcasing a strong commitment to timely and high-quality customer support. • Maintained rigorous compliance with regulations and heightened awareness of money laundering risks, protecting the organization's reputation. • Efficiently processed complex tasks with precision and speed, minimizing financial losses, and boosting operational efficiency.
Timeline
Senior Analyst
Razorpay Pvt. Ltd.
09.2022 - Current
Customer Support Executive
HSBC
03.2020 - 07.2022
Account Manager for Customers
ECPL-Expert Callers Solutions Pvt. Ltd.
11.2017 - 08.2018
Customer Support Executive
BYJUS-The Learning App
02.2017 - 08.2017
Operations Associate
WNS Global Services Pvt. Ltd.
08.2014 - 08.2016
Customer Service Executive
First Advantage Offshore Services
10.2012 - 07.2014
BACHELOR OF COMMERCE -
Rabindranath Tagore University