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Rohan Dutta

@rohandutta1

Operations Specialist at Epifi Technologies Private Ltd. who improved collections and helped create a case management process that reduced errors by 20%.

India

Message

At Epifi Technologies Private Ltd., I supported transaction monitoring and onboarding as a Risk & Fraud Outcall Analyst, then moved into a Vendor Lead role. I helped create a case management process that reduced errors by 20% and worked with debt collections, achieving a 95% quality score and an 80% recovery rate on the 0–30 bucket.

At Razorpay Software Private Ltd, I moved from KYC Analyst to Analyst/ Subject Matter Expert, supporting merchant onboarding and a partial payment gateway activation feature that reduced manual basic KYC checks by 50%. Earlier, I worked in sales at Ola Financial Services and customer retention for Airtel through Hinduja Global Services.

Experience

Work history, roles, and key accomplishments

Operations Specialist / Vendor Lead

Epifi Technologies Private Ltd.

Jan 2023 - Apr 2026 (3 years 3 months)

Supported transaction monitoring and onboarding as a Risk & Fraud Outcall Analyst, and later managed external collection agencies as a Vendor Lead, achieving significant improvements in recovery rates and process efficiency.

Risk and Fraud Analysis Transaction Monitoring Customer Onboarding Case Management Debt Collection Vendor Management MIS Dashboards Governance Billing Legal Case Management Arbitration Litigation

Analyst/ Subject Matter Expert

Razorpay Software Private Ltd

Apr 2021 - Aug 2022 (1 year 4 months)

Started as a KYC Analyst and was promoted to SME, leading a team and spearheading pilot projects to improve merchant onboarding processes and achieve high compliance and CSAT scores.

KYC AML Merchant Onboarding Payment Gateways Team Leadership Training Process Improvement Product Features CSAT Quality Audits RBI Compliance

Assisted Sales Executive

Ola Financial Services

Oct 2019 - Mar 2021 (1 year 5 months)

Contributed to sales and customer onboarding for Ola Money PostPaid Plus, creating call scripts and generating leads through social media to boost sales and credit line usage.

Sales Customer Onboarding Lead Generation Social Media KYC Upselling Credit Services

Senior Customer Relationship Officer

Hinduja Global Services

Jun 2016 - Aug 2019 (3 years 2 months)

Worked for client Airtel in customer retention, achieving high retention rates and CSAT scores, and contributed to process improvements and training for new employees.

Customer Retention Customer Relationship Management Call Script Development Training Data Collation Data Validation CSAT Quality Scores