Nishant Maan
Customer Support & Operations | KYC Verification (CIP) | Payments & Reconciliation | Freshdesk | CRM | Excel · Greater Delhi Area
As a Partner in Operations, I am deeply committed to fostering an environment of collaboration and approachableness, where empathy and kindness guide our interactions. I believe in a pragmatic approach to problem-solving, ensuring accountability while championing a positive and balanced work culture.
Experience
Partner ~ Operations
GenWise · Jun 2025 – Sep 2025
- Operations professional with a focus on support, coordination, and content workflows.
- Currently working as Partner – Operations at GenWise, contributing to smooth execution and team efficiency.
- Driven by growth, clarity, and consistency — always learning and improving.
- • Handled 50–60+ Freshdesk tickets per day, scaling to 100+ on high-volume days while maintaining response
- accuracy.
- • Managed customer queries across email, chat, and multiple support channels.
- • Logged, tracked, and documented customer cases using CRM tools, ensuring data accuracy and timely resolution.
- • Performed KYC-related verification and validated customer/account details during issue investigation workflows. •
- Investigated and resolved user concerns related to UPI setup, payment failures, refunds, and account-related
- discrepancies.
- • Maintained strict adherence to defined TAT / SLA standards in a high-volume support environment.
- • Performed MIS and BBPS Reconciliation using Microsoft Excel and Google Sheets reports.
- • Identified discrepancies and coordinated resolutions with relevant teams to ensure operational accuracy.
- • Supported voice/call workflows using Exotel for customer interactions and issue handling when required.
- • Conducted quality reviews and supported process compliance to maintain service standards.
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Education
Bachelor of Arts (English Honours), English Literature
Indira Gandhi National Open University · 2021 — 2024
Bachelor of Technology - BTech, Mechanical Engineering
Lovely Professional University · 2014
High School, Science (Non - Medical)/PCM
Himachal Pradesh Board Of School Education (HPBoSE) · 2012 — 2013
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