pooja janu

My name is Pooja, with over 7 years of experience in Operations Management, data analysis, and stakeholder management, I am excited to introduce myself. In my recent role as a Manager at Paytm Payments bank, I successfully led impactful projects that have delivered significant results.

One of my notable achievements was spearheading the migration of the CRM platform from Salesforce to Freshdesk. This involved not only transferring functionalities and processes but also ensuring a seamless transition for the entire organization. Through careful planning, coordination, and effective change management, I led the successful implementation of the new CRM platform, resulting in improved efficiency and enhanced customer experience.

Additionally, I played a key role in the rollout of a new compensation plan for the customer service workforce. By collaborating with various teams, I ensured the smooth adoption of the new plan, aligning it with the company's goals and incentivizing the team for superior performance.

Furthermore, I actively collaborated with multiple teams to integrate various systems, aiming to provide customers with accurate and effective communication. By streamlining processes and enhancing system capabilities, we delivered a seamless customer experience while improving operational efficiency.

To monitor system performance and ensure optimal service delivery, I designed comprehensive system health reports. These reports, which included metrics such as CSAT score, average resolution time, and first resolution time, enabled data-driven decision-making and continuous improvement.

With a strong track record of delivering results and a passion for driving operational excellence, I am excited to bring my expertise to new challenges and opportunities.

Manager with Paytm Payments Bank - 2020-2023

Associate Consultant with ZS Associates - 2016-2020 

B.Sc IT, Amity University Jaipur