Vatsal Patel

Manager – Technical Support (Banking & Alliance Partnership Support)

• Job Details:Successfully managed technical aspects of bank & alliance partnerships, ensuring seamless integration and operation of services. Handling a major project of banks & alliance partners for value added services in payment gateway domain. Provided expert support and guidance to banking & alliance partners, resolving technical issues and optimizing performance. Led cross-functional teams in executing bank & alliance initiatives, from planning to implementation, ensuring alignment with organizational goals. Fostered strong relationships with banking & alliance team and internal stakeholders, facilitating effective collaboration and driving mutual success. Leveraged market insights and technological expertise to identify opportunities for innovation and growth within the partnership ecosystem. Demonstrated exceptional leadership and communication skills, driving team performance and achieving key milestones.

Assistant Manager – Technical Support (Banking & Alliance Partnership Support)

• Job Details:Orchestrated collaboration with 55+ banking and alliance partners for seamless integration, transactional processing, reconciliation, and addressing business-related queries. Proficient in managing global gateway products such as MPGS, FSS, and CYBS. Oversaw the operational efficiency of the payment gateway interface with banks, maintaining constant communication during downtimes and managing the alert system. Played an active role in testing and optimizing systems for enhanced performance. Played a key role in project management, including training bank staff on using the admin portal, establishing robust support processes, and transitioning key merchants from UAT to production environments. Engaged with various banks to ensure smooth and punctual execution of operations such as refunds and settlements. Crafted a clear vision for banks and alliance partners, rallying stakeholders around the product's overarching goals. Provided comprehensive technical support and conducted in-depth analysis with banks beyond mere coordination. Cultivated and managed relationships with major bank merchants like Maruti, Hyundai, HPCL, and UPCL. Conducted rigorous internal alpha testing on newly developed API modules to guarantee code integrity. Supervised allocated team members to ensure tasks were completed promptly and addressed any inquiries they had. Delivered training sessions to merchants, internal team members, and new recruits. Kept abreast of system changes, updates, and industry trends.

Sr. Executive – Technical Support (Banking & Alliance Partnership Support)

• Job Details:Provide technical support to global eCommerce platforms for seamless integration of payment gateways. Collaborate with sales, marketing, and development teams to align with business goals and ensure merchant satisfaction. Offer online and on-site support for integration methods like Java, ASP, PHP, etc. Engage with clients (e.g., Airtel, Make My Trip, The Body Shop, Qatar) and banking partners (e.g., HDFC Bank, Kotak Bank) to enable smooth transaction processing. Manage CC Avenue payment aggregation product for online e-merchants, including initial consultation, product expertise, and ongoing support for B2B and B2C models. Handle merchant inquiries, troubleshoot payment issues, and oversee user acceptance testing (UAT). Conduct in-depth data analytics to identify and address failure reasons, optimize system performance, and enhance success rates. Continuously improve support quality by promptly addressing queries with precision and efficiency, aiming to elevate the overall customer experience.