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@tanyajoshi
Data-driven analyst with 3+ years in fintech operations.
I am a data-driven analyst with over three years of experience in fintech operations, specializing in payment solutions and stakeholder support. My career highlights include spearheading the integration of Paytm payment products, which reduced merchant onboarding turnaround by 30%. I pride myself on being customer-centric, achieving an impressive 80% CSAT rating by resolving high-volume technical queries using tools like Freshdesk, JIRA, SQL, and Power BI.
In my recent role as a Senior Associate at Paytm Payments Services Ltd., I led the end-to-end integration of payment solutions for over 100 merchant partners, ensuring compliance with API specifications and delivering technical support with a 98% resolution efficiency. My collaboration with cross-functional teams has streamlined onboarding workflows, boosting the merchant activation rate by 25%. I also have hands-on experience in data validation, extraction, and predictive modeling, having led a data science initiative on Netflix recommendation systems that improved user engagement.
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Work history, roles, and key accomplishments
Paytm Payments Services Ltd.
Dec 2022 - Jul 2024 (1 year 7 months)
Led end-to-end integration of Paytm payment solutions for over 100 merchant partners, ensuring 100% compliance with API specifications and delivering technical support that met SLA targets with 98% resolution efficiency. Utilized Freshdesk and JIRA to manage 500+ monthly support tickets, conducted root-cause analysis on transaction logs, and created scalable knowledge base documentation.
Teleperformance
Sep 2021 - Dec 2021 (3 months)
Delivered application support to 200+ business clients, ensuring timely resolution of technical issues and maintaining a 95% customer satisfaction score through proactive communication and SLA adherence. Implemented client feedback loops and created troubleshooting documentation, reducing average resolution time by 35% and enhancing support service quality.
Wipro
Jan 2020 - Nov 2020 (10 months)
Delivered technical support for Marriott's clients by troubleshooting software issues, ensuring 97% resolution within SLA timelines, through clear communication and issue analysis. Managed client interactions via chat and email, utilizing a structured ticketing system to streamline case handling and reduce average response time by 30%.
Tata Power Delhi Distribution
May 2017 - Jul 2017 (2 months)
Conducted data analysis to support environmental sustainability initiatives, utilizing modeling techniques to inform strategic decisions and track effectiveness. Collaborated with cross-functional teams to monitor financial and operational data trends, providing actionable insights that aligned with corporate sustainability objectives.
Degrees, certifications, and relevant coursework
B.Tech., Engineer
2011 - 2015
Studied engineering principles and practices at Delhi Technological University. Focused on developing a strong foundation in technical subjects relevant to the field.
10th, General Studies
2010 - 2011
Completed 10th grade education at RDPS CBSE. Gained foundational knowledge across various subjects.
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