Nitish Sharma
@nitishsharma4
I lead merchant service operations, escalations, and scalable fintech delivery.
IndiaWhat I'm looking for
At Pine Labs, I led merchant experience for a ₹50–100 Cr enterprise portfolio, managed a seven-member Customer Success and Escalation team, and maintained more than 85% SLA adherence across 1,500–2,000 monthly merchant tickets.
I build operating processes that turn business priorities into dependable merchant outcomes. I've designed SOPs, RCA methods, onboarding frameworks, training playbooks, and Excel KPI dashboards for ticket volumes, SLA performance, escalations, activation, and merchant health.
Across payments, corporate solutions, account management, and business development, I've partnered with Product, Technology, Finance, and Operations to resolve high-severity issues, improve adoption, protect client relationships, and identify growth opportunities.
Experience
Work history, roles, and key accomplishments
Senior Manager – Merchant Experience
Pine Labs
Apr 2024 - Mar 2026 (1 year 11 months)
Managed a ₹50–100 Cr enterprise merchant portfolio and led a 7-member Customer Success and Escalation team, overseeing service delivery, coaching, performance management, and escalation governance. Managed a high-volume service environment handling 1,500–2,000 merchant tickets monthly while maintaining SLA adherence above 85%.
Manager – Merchant Experience
Pine Labs
Jun 2023 - Apr 2024 (10 months)
Managed end-to-end customer service operations for a merchant portfolio, handling escalations and support queries through Salesforce and Freshdesk while balancing SLA compliance with customer experience. Implemented an RCA-based issue-resolution framework to reduce escalation recurrence and improve resolution efficiency.
Key Account Manager – Payments
Pine Labs
Dec 2021 - Jun 2023 (1 year 6 months)
Owned the full lifecycle of enterprise customer accounts, including strategic business reviews, escalation management, relationship governance, and growth identification. Maintained zero major SLA breaches across support interactions by driving defined turnaround times and consistent service delivery.
Sales Manager – Corporate Solutions
HDFC Bank
Jun 2021 - Dec 2021 (6 months)
Acquired corporate accounts for commercial card solutions and coordinated onboarding, operational setup, documentation, and handover to ensure smooth account activation.
Founder & Operations Manager
FitWithNittish
Aug 2020 - Jun 2021 (10 months)
Founded and operated a fitness coaching business, managing client intake, program design, communication, service delivery, and retention while maintaining strong client satisfaction.
Sales Manager – Pine Gift
Pine Labs
Aug 2016 - Jul 2020 (3 years 11 months)
Acquired and onboarded corporate clients, consistently met monthly and quarterly revenue targets, and managed ongoing relationships while identifying cross-sell opportunities.
Account Management & Business Development
Times Business Solutions
Jan 2013 - Dec 2016 (3 years 11 months)
Managed enterprise account and business development responsibilities across multiple industries, including new-account acquisition, key relationship management, and revenue target delivery.
Account Management & Business Development
Edenred
Jan 2013 - Dec 2016 (3 years 11 months)
Managed enterprise account and business development responsibilities across multiple industries, including new-account acquisition, key relationship management, and revenue target delivery.
Account Management & Business Development
Origin Insurance
Jan 2013 - Dec 2016 (3 years 11 months)
Managed enterprise account and business development responsibilities across multiple industries, including new-account acquisition, key relationship management, and revenue target delivery.
Education
Degrees, certifications, and relevant coursework
Bharathidasan University
Master of Business Administration, Marketing
Pursued an MBA in Marketing at Bharathidasan University, Trichy.
University of Mumbai
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree from the University of Mumbai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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