About
I’m an enthusiastic and detail-oriented Escalation Specialist with a proven track record in handling high-impact grievances across L1, L2, and L3 levels within the fast-paced UPI payments ecosystem. Starting my journey at Genpact’s Hafeezpet location as a Process Associate, I quickly grew into a core team member selected to set up and scale operations at the client’s prestigious GIFT City office.
With hands-on experience resolving complex regulatory escalations involving stakeholders like RBI, NPCI, and nodal officers, I bring a calm, solution-driven mindset to even the most critical customer concerns. I take pride in driving root cause analysis, building SOPs, training new team members, and directly contributing to client satisfaction and operational stability.
Work
Genpact pvt ltd (Gift City)
|Escalation Specialist
Gandhinagar, Ahmadabad, Gujarat
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Summary
Acted as a core founding team member in setting up and stabilizing the project operations at the prestigious GIFT City for one of India's most trusted UPI payment platforms.
Highlights
Spearheaded the Level 2 (L2) grievance redressal and Level 3 (L3) nodal escalation processes, ensuring timely resolution of complex and high-impact customer complaints while maintaining compliance with regulatory guidelines.
Handled high-level escalations from regulatory bodies like RBI, NPCI, banking ombudsman, and executive office-level grievances with utmost precision, empathy, and attention to detail.
Collaborated directly with client-side stakeholders, tech teams, and bank partners to deep-dive into transaction-level issues and provide root cause analysis (RCA) and long-term solutions.
Known for a proactive and enthusiastic approach to problem-solving, driving process improvements, and fostering a customer-first mindset within the team.
Genpact
|Process Associate
Hyderabad, Telangana, India
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Summary
Optimized operational workflows and ensured process adherence within a global business process management firm.
Highlights
Contributes to process optimization initiatives, enhancing operational efficiency and data integrity.
Ensures strict adherence to established protocols and quality standards in daily operations.
Collaborates with team members to resolve process-related discrepancies and improve workflow accuracy.
Hyderabad, Telangana, India
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Summary
Managed comprehensive HR operations, including employee onboarding, engagement, and administrative functions, for a logistics service provider.
Highlights
Successfully managed the end-to-end employee onboarding process, ensuring seamless integration for new hires.
Coordinated employee engagement activities and managed contract lifecycles, supporting a positive work environment.
Conducted precise attendance verifications and prepared comprehensive HR reports, aiding data-driven decisions.
Oversaw vendor management for HR services, optimizing external partnerships and service delivery.
Hyderabad, Telangana, India
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Summary
Developed and delivered training programs for new hires on operational procedures, safety, and company policies within a logistics environment.
Highlights
Trained newly recruited employees on in-bound and out-bound material handling operations, ensuring operational readiness.
Educated staff on critical safety protocols and company policies, fostering a compliant and secure work environment.
Ensured consistent application of Standard Operating Procedures (SOPs) across training cohorts, improving operational uniformity.
Hyderabad, Telangana, India
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Summary
Led an operational team in Flipkart's E-kart services, overseeing material management, supply chain execution, and daily reporting for 10 months.
Highlights
Guided a team in daily operational activities, optimizing material management and ensuring proper execution of SCM guidelines.
Implemented safety protocols for employees and ensured adherence to vehicle lane discipline, minimizing operational risks.
Generated accurate daily and End-of-Day (EOD) reports, providing critical data for executive decision-making.
Monitored and managed operational workflows to maintain efficiency and meet daily targets within the logistics network.
Education
Skills
Technical & Process Skills
UPI Payments and Banking Operations, Grievance Handling (L1, L2, L3), Root Cause Analysis (RCA), Regulatory Escalation Handling (RBI, NPCI, Ombudsman), SOP Adherence & Knowledge of Compliance Protocols, CRM & Helpdesk Systems.
Problem-Solving & Decision Making
Critical Thinking in Escalation Scenarios, Process Escalation Mapping, Timely Resolution within TAT, Analytical Approach to Repetitive Issues, Decision-making under Pressure.
Communication
Verbal and Written Communication, Empathy & Active Listening, Email and Chat Support Etiquette, Conflict Resolution, Handling Difficult Customers.
Soft Skills
Customer Centricity, Time Management, Team Collaboration, Adaptability in High-Pressure Situations, Ownership and Accountability.
Basic Tech
MS Office (Excel, Word), Google Workspace.
Languages
English, Hindi, Telugu.