Headline

SME, Social Media and Consumer Payments @ PhonePe | Managing Consumer Payments Operations

About

Currently serving as an SME for Social Media and Consumer Payments at PhonePe, contributing to operational effectiveness and team productivity. Holds a Bachelor of Business Administration from Bangalore University and a Product Manager Fellowship from NextLeap. With experience in workforce management and business development, supported cross-functional teams and process adherence, leveraging skills in content management systems, Freshdesk, and program governance. Proven expertise in managing day-to-day operations, leading teams, and driving business outcomes.

Location

Bengaluru

AI stack

gemini

lovable

notebooklm

openai

ChatGPT

Work experience

SME, Social Media and Consumer Payments at PhonePe, Jan 2026 - Present · 9 mos, India, Key responsibilities include supporting day-to-day operations, providing process guidance, resolving complex customer and operational queries, and ensuring adherence to defined processes, SLAs, and quality standards. I work closely with internal stakeholders and external vendors to identify operational challenges, resolve dependencies, and ensure smooth business operations. I actively contribute to Training & Development, including recently training a new batch for the Social Media process. I support knowledge management, process training, refresher sessions, and on-the-job guidance to improve employee understanding, productivity, and process adherence. I also support Quality Management by reviewing customer interactions, identifying recurring gaps, providing actionable feedback, and collaborating with teams to improve overall quality and customer experience. A key part of my role involves process improvement, where I identify operational gaps, analyse recurring issues, and recommend practical solutions to improve efficiency, reduce errors, and streamline workflows. I also handle escalations, ensuring timely resolution, proper ownership, root-cause identification, and effective communication with relevant stakeholders. Additionally, I coordinate with multiple vendors and cross-functional teams to monitor operational performance, address concerns, and ensure business requirements are met. I act as a bridge between frontline teams, vendors, training, quality, and business stakeholders to maintain smooth communication and execution. My role has helped me develop strong expertise in Operations Management, Team Handling, Training, Quality Assurance, Vendor Management, Stakeholder Management, Escalation Handling, Process Improvement, and Customer Experience, while consistently focusing on operational excellence and continuous improvement.

Workforce Management – Real-Time Analyst (RTA) | PhonePe at PhonePe, Apr 2022 - Aug 2026 · 4 yrs 5 mos, Bangalore Rural, Karnataka, India, Real-time monitoring and operational management across multiple lines of business (LOBs) and vendor teams. Managed day-to-day workforce operations to ensure optimal staffing, productivity, service levels, and adherence to business requirements. • Monitored real-time queue performance, staffing levels, agent availability, occupancy, AHT, schedule adherence, and service levels to identify operational gaps and take corrective actions. • Managed real-time operations across 3 LOBs and 5 vendor partners, coordinating with internal stakeholders and vendor teams to ensure smooth and uninterrupted operations. • Monitored voice queues and real-time email channels, identifying spikes in volume, staffing shortages, productivity issues, and other operational challenges. • Took proactive intraday actions such as skill movements, staffing adjustments, break/lunch management, and resource allocation to maintain performance against defined targets. • Worked closely with Operations, Vendor Management, and other stakeholders to resolve real-time staffing and operational issues and ensure business continuity. • Analysed WFM performance data and identified trends impacting AHT, occupancy, utilization, and schedule adherence, providing actionable insights to improve workforce efficiency. • Took ownership of a Dialer implementation project aimed at addressing high AHT and low occupancy. Supported the successful implementation and subsequently helped extend the solution across additional LOBs. • Contributed to initiatives focused on improving occupancy, schedule adherence, staffing efficiency, and overall workforce productivity. • Maintained and managed multiple WFM trackers and operational reports, ensuring accurate and timely visibility of key performance metrics for stakeholders. This experience strengthened my expertise in Workforce Management, Real-Time Operations, Data Analysis, Stakeholder Management, Problem Solving, Process Improvement, and Project Execution.

Insurance Specialist at PhonePe, Apr 2022 - Aug 2026 · 4 yrs 5 mos, Bengaluru, Karnataka, India, Responsible for managing and resolving post-purchase insurance queries across multiple insurance products. The role involved handling customer concerns throughout the policy lifecycle while ensuring timely, accurate, and customer-focused resolutions. • Managed end-to-end post-purchase insurance queries, including policy-related concerns, claims, renewals, cancellations, refunds, documentation, and other service requests across various insurance products. • Handled complex and high-priority customer cases, ensuring effective resolution within defined SLAs and maintaining a strong focus on customer experience. • Managed Social Media and Grievance cases, resolving customer concerns received through digital channels and formal grievance mechanisms with appropriate investigation and follow-up. • Coordinated with internal teams, insurance partners, and cross-functional stakeholders to investigate issues, identify root causes, and drive timely resolution of customer complaints. • Took ownership of escalated cases and ensured clear communication with customers throughout the resolution process. • Worked closely with operations and partner teams to identify recurring issues and provide actionable feedback to improve processes and reduce repeat complaints. • Ensured adherence to defined processes, quality standards, compliance requirements, and turnaround-time expectations while handling sensitive customer and insurance-related information. • Maintained a customer-first approach while balancing resolution quality, operational efficiency, and business requirements. • Developed strong expertise in insurance operations, customer service, grievance management, stakeholder coordination, escalation handling, and problem-solving. This experience strengthened my ability to manage complex customer issues, work with multiple stakeholders, analyze problems, and drive resolutions in a fast-paced fintech environment.

Business Development Executive at eMudhra, Jul 2020 - Apr 2022 · 1 yr 10 mos, Bengaluru, Karnataka, India, Worked as a Business Development Executive handling B2B and B2C sales for Digital Signature Certificates (DSC) and digital signing solutions. Responsible for driving new business, managing customer relationships, and achieving sales and revenue targets. • Managed the end-to-end sales cycle, from lead generation and qualification to product pitching, negotiation, conversion, onboarding, and post-sales support. . Generated and converted leads through outbound calling, email outreach, referrals, follow-ups, and business networking, maintaining a consistent sales pipeline. • Handled B2B clients, SMEs, corporates, professionals, partners, and individual customers, understanding their requirements and recommending suitable digital signature solutions. • Built and maintained strong relationships with business clients and key stakeholders to drive repeat business, renewals, referrals, and upselling opportunities. • Managed customer objections and negotiations related to pricing, product suitability, competitors, turnaround time, and service requirements, converting prospects into customers. • Coordinated with internal teams for renewals, and customer onboarding, ensuring timely resolution of issues. • Maintained sales trackers/CRM records and monitored lead status, follow-ups, conversions, pending cases, and revenue performance. • Consistently worked toward monthly sales targets and revenue goals through effective pipeline management, customer engagement, and conversion strategies. • Provided post-sales support and acted as a point of contact for customers, ensuring a smooth experience throughout the customer lifecycle. Key Skills: B2B Sales | B2C Sales | Business Development | Lead Generation | Consultative Selling | Client Relationship Management | Negotiation | Account Management | Revenue Generation | Customer Acquisition | Upselling & Cross-selling | CRM | Digital Signature Solutions

Education

Product Management, pro, Nextleap

Bachelor of Business Administration, bangalore university