Azhar Sheikh

Experienced leader with a proven track record in customer service management, overseeing a dynamic team of 25 professionals across Mumbai and Maharashtra. Skilled in strategic process implementation, I ensure seamless operations for POS, mobile POS, digital payment products, and end-to-end solutions for BQR/UPI issues. My role includes driving revenue enhancement projects, managing audits, and leading the Complaints Management Cell for handling CRM, grievance redressal, and high-level escalations from senior management, MD, RBI, and social media. With a strong focus on TAT and quality, I uphold internal and external audit parameters, oversee merchant lifecycle and vendor management, and foster team growth through continuous training and development. I am also responsible for managing call center operations, including POS tech/non-tech support and payment gateway services. My team handles provision desk tasks for comprehensive query resolution and manages chargebacks/disputes across P2P, P2M, B2B, B2C, C2C, and C2B transactions with thorough, centralized closure processes. With expertise in field desk operations, I ensure efficient processing for installations, de-installations, recovery, technical visits, and revenue enhancement projects.

Roles and Responsibilities: • Provide leadership, direction, and supervision to the staff of customer service professionals for Rest of Maharashtra. •Process implementation, Business support, Revenue Enhancement, Periodic projects for POS, Mobile POS, Digital Payments Products, Payment Gateway/Ecom end to end resolution for BQR/UPI issue. •Audit Management Complaints Management Cell - Grievances Redressal Cell, Senior Management Escalation, MD Escalation, RBI Escalation, Social Media Complaints, TAT Management. Internal/ External Audit Parameters with Quality management. Merchant Lifecycle Management Vendor Management Training & Development • Call Centre Management - POS Tech, Non- Tech, Digital Payments and Payment Gateway. Provision Desk (Backend) - Request Query and Complaints processing and closure end to end. Chargeback and Dispute - Centralized and dedicated levels to ensure in depth closure. Field Desk Management - Processing Installation, De-Installation, Recovery, Tech Visits, Revenue enhancements Projects Management. • CVGF/Chargeback - [ P2P/P2M/B2B/B2C/C2C/C2B ] transactions and dispute end to end resolution.

• Provided support in the maintenance, Operation, and Repair of Electrical systems. • Performed installation and Maintenance tasks in order to ensure the effective operation of various electrical equipment. • Testing malfunctioning equipment and providing resolution for the same. • Identifying defects, troubleshooting, repairing equipment and replacing defective parts. Collaboration with other electrical staff to identify and solve problems

• Assist and support Administrative staff in their day to day operations. • Assist and coordinate with sales and marketing teams. • Perform competitor product analysis and prepare reports. • Correct discrepancies in customer account balances. • Assist front office in preparing, scheduling and organizing meetings, events and appointments