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Tanya Joshi

@tanyajoshi

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Data-driven analyst with 3+ years in fintech operations.

India

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What I'm looking for

I seek a role that fosters growth, values collaboration, and challenges my analytical skills.

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.

Experience

Work history, roles, and key accomplishments

Senior Associate

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.

API Integration Technical Support SLA Management Freshdesk Jira Root Cause Analysis Knowledge Base Cross Functional Collaboration

Associate Engineer

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.

Application Support Technical Troubleshooting Customer Satisfaction SLA Customer Feedback Documentation User Training Communication

Associate Engineer

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%.

Technical Support Technical Troubleshooting SLA Management Client Communication Ticketing Systems Issue Analysis Customer Satisfaction Email Support Chat Support

Analyst

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.

Data Analysis Sustainability Data Modeling Cross Functional Collaboration Reporting Market Research Customer Feedback Analysis

Education

Degrees, certifications, and relevant coursework

Delhi Technological University

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.