Ravi Kumar

Designed and implemented reusable microservices in PHP for whitelabel APIs, saving 30% in development costs and ensuring version compatibility across upgrades. Built a 360° Customer Relationship Management (CRM) system, integrating real-time data from calls, tickets, transactions, and geo-locations, enabling first-call resolutions under 10 seconds. Spearheaded the development of OpsPortal, a centralized dashboard providing real-time business insights for management, operational monitoring for downtime, and customer transaction transparency. Developed WAAS (Wallet as a Service), a scalable solution supporting 30+ corporate partners and thousands of customers managing prepaid cards and tickets. Enhanced IVR dial plans with call masking, secure routing, and language-based assistance, boosting privacy and resolution accuracy. Led a 30-member team in transaction monitoring, risk assessments, and service optimizations, ensuring seamless operations and improved partner satisfaction. Streamlined audit-ready CMS reporting tools, enabling one-click callbacks and real-time collection monitoring, reducing query handling times by 40%. Automated MySQL-driven reporting with the Data Warehouse Report Scheduler, allowing customizable schedules for corporate partners and freeing up support resources. Trained and Led customer support team of 30 and TechOps teams 10 members while being SPOC for escalations , Nodal and Cyber Fraud Investigations. Collaborated with cross-functional teams to onboard retailers and distributors, enhance sales tracking, and optimize wallet management.

Achieved a 300% increase in revenue through cross-selling tools while reducing costs and enhancing compliance, resulting in improved customer service. Improved sales and service performance by supervising team activities, analyzing key performance metrics, and identifying areas for growth. Trained and onboarded channel partners' manpower, equipping them with tools and strategies to drive sales growth and enhance customer engagement. Developed and implemented sales strategies for Customer Relationship Officers (CROs) and Field Sales Executives (FSEs), improving team productivity and client satisfaction.

Identified optimal solutions for streamlining task order organization across banking operations, improving efficiency and minimizing complications. Played a pivotal role in the Train the Trainer Program, supporting data migration efforts for multiple teams and enhancing cross-functional knowledge sharing. Analyzed consumer data to inform strategic decisions, achieving a 15% improvement in data migration accuracy through actionable insights and recommendations. Fostered a positive, goal-oriented environment, upholding the company's culture of integrity and excellence.