Sachin Kumar

With 14 years of experience, I am a diligent and accountable professional, driven by a logical and insightful approach to process excellence. I am dedicated to mastering operational efficiencies, consistently delivering pragmatic and structured solutions that yield tangible results.

Experience

Junior Manager – CST Process Excellence

Paytm Payments Bank · Apr 2023 – Jul 2026

Not yet confirmed

• Spearheaded customer support process improvement and automation initiatives across payments bank operations, focusing on customer journey optimisation, BOT configurations & redesign, CRM workflows, escalation management and support efficiency.
• Monitored and analysed customer support KPIs including CSAT, SLA adherence, ticket volumes, resolution trends, escalation volumes and self-service/containment metrics to identify operational gaps and customer experience improvement opportunities.
• Analysed Voice of Customer (VoC), customer pain points and recurring support issues to identify root causes and prioritise process, workflow and automation improvements.
• Managed end-to-end Agent and Consumer BOT workflows across multiple banking verticals, integrating APIs with Freshdesk CRM and optimising customer self-service journeys; enhancements improved self-service containment by 25% and reduced dependency on agent-assisted support.
• Managed Freshdesk CRM workflows, including ticket routing, queue management, automated escalations and escalation matrices, helping streamline support operations and improve resolution efficiency.
• Facilitated monthly operational reviews with Product and Operations leadership, presenting customer support KPIs, VoC trends, process gaps, escalation patterns and automation opportunities to drive continuous improvement.
• Coordinated end-to-end onboarding of new banking products, covering backend process logic, API connectivity, UAT and go-live readiness while ensuring customer support processes and journeys were aligned before launch.
• Supported RBI grievance and escalation frameworks for Nodal and Customer Support teams, ensuring structured complaint handling, timely escalation and regulatory compliance.
• Guided team members on task priorities, issue resolution and process adherence, supporting smooth day-to-day execution and consistent service delivery across process initiatives.

Junior Manager

Paytm Payments Bank · May 2023 – Jul 2026

Not yet confirmed

• Program lead for multiple automation and process improvement initiatives aimed at enhancing customer experience, operational efficiency, and regulatory compliance across Paytm Payments Bank’s customer support verticals.
• Actively coordinate with Tech, Product, and Development teams to scale customer support capabilities across multiple verticals.

Team Leader - CST Process Excellence

Paytm Payments Bank · May 2022 – Apr 2023

Not yet confirmed

• Administered Freshdesk CRM and BOT configuration for customer support operations across multiple banking verticals, maintaining platform stability and workflow accuracy.
• Maintained and optimized SOPs, BOT content, and workflow logic, reducing process inconsistencies through structured documentation and version control.
• Collaborated with Training and Quality teams to design and roll out process refresher programs based on audit findings and Voice of Customer (VOC) analysis.
• Supported operational governance through workflow standardization, escalation handling, and compliance reporting.

Process Team Lead

Paytm Payments Bank · May 2022 – Apr 2023

Not yet confirmed

• Acted as the CRM Admin & Program Coordinator for all Freshdesk automation initiatives.

Senior Associate - CST Process Excellence

Paytm Payments Bank · Feb 2020 – May 2022

Not yet confirmed

• Led Agent BOT workflow design and SOP optimization initiatives, reducing first-response errors by 15% within 6 months of implementation.
• Identified operational bottlenecks through structured workflow analysis and stakeholder collaboration, translating findings into actionable improvement plans.
• Developed process documentation and training materials for customer support teams, standardizing workflows across multiple product lines.
• Worked closely with support and analytics teams to improve customer support workflows and overall service quality.

Senior Associate

Paytm Payments Bank · Feb 2020 – May 2022

Not yet confirmed

• Led content and logic design for Agent BOTs and support SOPs, helping reduce first-response errors by over 15% within a year.

Associate - CST Process Excellence (Contract)

Paytm Payments Bank · Jun 2019 – Feb 2020

Not yet confirmed

• Owned SOP development and process documentation for KYC operations; coordinated with stakeholders to resolve recurring operational gaps.
• Supported process governance and BOT-aligned documentation initiatives.

Associate

Paytm Payments Bank · Jun 2019 – Feb 2020

Not yet confirmed

• Sole owner of SOP development for KYC processes, delivering clarity to both human agents and automation bots.

Quality Analyst – CST KYC Operations (Contract)

Paytm · Sep 2018 – Jun 2019

Not yet confirmed

• Conducted Root Cause Analysis (RCA) on customer escalations and agent errors; delivered structured quality improvement recommendations through feedback sessions.
• Supported compliance adherence and operational quality initiatives across KYC verticals.

Quality Analyst

Paytm · Sep 2018 – Jun 2019

Not yet confirmed

Associate - KYC Operations

Paytm · Oct 2016 – Sep 2018

Not yet confirmed

• Performed customer and merchant KYC verification in compliance with RBI banking regulations; supported fraud prevention and document validation operations.

Associate

Paytm · Oct 2016 – Sep 2018

Not yet confirmed

• Performed document verification for customer and merchant KYC upgrades, ensuring regulatory adherence and fraud mitigation.

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Customer Care Executive

Jindal Intellicom · Feb 2016 – Sep 2016

Not yet confirmed

• Managed order processing, escalation handling, and MIS reporting for Carrier Midea customer operations; coordinated with warehouses for logistics and inventory tracking.

J

Customer Care Executive

Jindal Intellicom · Feb 2016 – Sep 2016

Not yet confirmed

• Managed end-to-end order processing and escalation management for CARRIER MIDEA using Oracle.