Bharath Jayaraj
@bharathjayaraj
Subject Matter Expert at PhonePe resolving merchant escalations and improving operations through root cause analysis.
IndiaWhat I'm looking for
At PhonePe, I work as a Subject Matter Expert in Merchant Operations, supporting Merchant Handling and resolving complex merchant escalations.
As a Service Support Specialist at PhonePe, I managed high-priority merchant and transaction escalations while working with Product, Engineering, and Risk teams. Through root cause analysis, I helped reduce repeat issues by 20%.
At PhonePe, I also conducted Video KYC verification, followed AML standards, and escalated suspected fraudulent identity attempts to support compliant onboarding.
On the Training & Process Optimization project with Maxicus, Gujarat, I trained and certified agents and developed an error tracker to reduce processing errors. I hold Train the Trainer, AML & KYC Operations, and Customer Experience Excellence certifications.
Experience
Work history, roles, and key accomplishments
Resolving complex merchant escalations, driving process improvements through RCA, ensuring SLA adherence, and optimizing operational efficiency. Collaborating with stakeholders and cross-functional teams to enhance business performance and customer satisfaction.
Managed 50+ daily high-priority escalations with 95%+ SLA adherence, collaborating with Product, Engineering, and Risk teams to resolve complex merchant and transaction issues. Improved operational efficiency by reducing repeat issues by 20% through RCA and consistently exceeding CSAT targets.
Lead Trainer
Maxicus
Jan 2026 - Feb 2026 (1 month)
Trained and certified 26+ agents with a 100% success rate, delivering OJT, coaching, and continuous performance support. Developed an error tracker that reduced processing errors and improved overall service quality and operational efficiency.
Conducted Video KYC verification in compliance with regulatory and AML standards, ensuring 100% documentation accuracy and adherence to internal policies. Identified and escalated fraudulent identity attempts through thorough due diligence.
Education
Degrees, certifications, and relevant coursework
Kristu Jayanti College
Bachelor of Commerce, Commerce
Bachelor of Commerce degree from Kristu Jayanti College, Bangalore, completed in 2023.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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