Abhishek Shrivastav

About Abhishek Shrivastav

Highly dedicated and organized professional with over 8 years of experience in the industry of financial services. Proven expertise in client management, process improvement, shrinkage, team management, attrition, dispute management, chargeback resolution, escalations handling, customer operations, merchant operations, and payment reconciliations. Possess a strong track record of driving operational excellence and delivering high-quality service. Skilled in managing complex tasks and adept at fostering strong client relationships. Adept at resolving challenges and improving processes while maintaining a focus on delivering exceptional customer service. Demonstrated ability to streamline operations and lead teams to achieve organizational targets.• Expertise in identifying issues, analyzing problems, fixing up the root causes and developing solutions.• Proficient in setting objectives, managing resources, and ensuring timely delivery of the task• Manage Portfolio of Multiple Vendors.• Experienced in dispute management to enhance customer satisfaction. • Expert in using Vistex / SAP ERP, Salesforce and Microsoft Excel.• Chargeback Settlements & Reconciliation of accounting payments.• Manage Auto deductions, Paybacks and oversee General Ledger (GL) accounting.• Efficient in payment posting and dispute resolution.• Capable to handle client queries, escalations and leading supplier calls effectively.• Preparation of Standard Operating Procedure (SOP).• Competent to address High-Level Escalations from the RBI, CEO, and Consumer Forum.

Experience

1. Senior Account Operations Analyst

   Tide

   Dec 2024 — Present · New Delhi, IN

   Validate and process customer rewards based on offer eligibility by extracting and analysing data using Looker with multiple attributes. • Perform daily validation and reconciliation of manual and automated refunds processed via payment gateway to ensure accuracy and compliance.• Handle refund processing for all account closure requests received from internal departments, ensuring timely and accurate disbursements.• Handle complaints and escalations related to refunds, rewards, and account closure, providing effective solutions while maintaining customer satisfaction.• Conduct daily reconciliation of all debits and credits of company’s pool account to verify transaction legitimacy and identify discrepancies.• Coordinate and follow up with payment gateway partners to ensure prompt resolution and closure of all pending refund transaction.• Ensured adherence to turnaround times (TATs) across all processes and sub-processes and ensures that there would not be any business impact.• Generate and Publish refund reports, including both manual and automated refunds, to analyze root causes of refund requests and transaction failures. • Create SOPs and Confluence documentation for new and existing processes to support knowledge management and process standardization

Education

• Indira Gandhi National Open University

  Bachelor of Science - BS

• Indira Gandhi National Open University

  Master of Business Administration - MBA