Vivek Shankar Gajula
Dadar East, Mumbai 400014
Summary
Experienced professional with over 5 years of expertise in financial operations, data analysis, and customer service within the banking and payment industry. Meticulous attention to detail and a results-oriented approach. Successful in optimizing reconciliation processes, resolving high-impact escalations, and improving operational efficiencies through data-driven insights. Continuously expanding technical skill set. Proficient in SQL, Python, and Power BI to drive informed decision-making.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Executive
SBI Payments
09.2021 - Current
- Reduced the average complaint resolution time by analyzing and implementing process improvements, impacting over 100,000+ merchants.
- Conducted data-driven root cause analysis for critical escalations, avoiding similar types of complaints and ensuring adherence to company policies and ensuring process optimization.
- Streamlined MIS reporting process, facilitating more accurate and efficient daily transaction data reconciliation.
- Coordinated with sales and other stakeholders to analyze post-installation data for modifications, commercial rectifications and other merchant issues.
- Managed and validated merchant onboarding through online Digimon Application and offline Annexure H channels, performing end-to-end KYC verification (Aadhar, PAN, and other business proofs).
Executive
Yes Bank
10.2020 - 09.2021
- Managed end-to-end loan account closures across various products, issuing No Due Certificates (NOCs) and processing refunds
- Handled special NOCs for cases like incorrect hypothecation, RC copy adjustments, and RTO changes
- Maintained daily MIS reports to track customer service metrics and TAT
- Resolved customer issues through efficient use of CRM systems.
Operation Executive
Axis Bank
06.2019 - 10.2020
- Processed Additional MID/TID requests received from regional teams via the I-Leverage platform.
- Updated merchant information, including DBA names, contact details, address, account number, GST numbers,etc
- Managed the de-installation process of POS and mPOS systems with vendors Hitachi, Atos, and Mswipe.
- Processed service requests within stipulated TAT with accuracy and efficiency.
Education
B. Com -
Mumbai University (Sydenham College)
06.2019
Skills
- Technical Proficiency: Data Analysis (Excel, SQL, Python, Power BI), MIS Reporting
- Financial Operations: Reconciliation, Settlement Processes, Merchant Services
- Customer Focus: Complaints Management, Escalation Handling, CRM Systems
- Soft Skills: Strong Communication, Team Collaboration, Problem-Solving
Certification
- Introduction to SQL | IT Vedant (Aug/2023)
- What is Data Science | Coursera (Aug/2023)
- Data Analysis with Python | IBM (May 2024)
- Master’s in Data Science & Analytics with AI | IT Vedant (June 2024)
Project
- Bangalore House Price Prediction: Utilized Python and Machine Learning algorithms to build a predictive model for real estate pricing.
- Sales Insights Dashboard: Developed a data-driven sales dashboard using SQL and Power BI for a computer hardware business, improving decision-making and sales trend.
Hobbies
Reading Books, Music
Timeline
Senior Executive
SBI Payments
09.2021 - Current
Executive
Yes Bank
10.2020 - 09.2021
Operation Executive
Axis Bank
06.2019 - 10.2020
B. Com -
Mumbai University (Sydenham College)
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