Gheshiwinder Subramaniam

• Supported successful product launch by performing numerous pre-release validation tests in close collaboration with development teams.
• Assisted in root cause analysis investigations, leading to more efficient problem-solving techniques within the team.
• Ensured compliance with industry standards and regulations through diligent adherence to established QA procedures and guidelines.
• Managed QA checks for 3 verticals (6 QA checks) in a day.
• Streamlined QA processes by developing and implementing automated strategies which increased overall team efficiency and reduced the number of hours on manual work.
• Contributed to continuous improvement initiatives by providing constructive feedback on functionality during review meetings.
• Facilitated effective communication between QA, development, and management teams through regular status updates on ongoing projects and including progress reports
• Served as a subject matter expert within the QA team, providing guidance and mentorship to junior team members and fostering a collaborative work environment.
• Collaborated with cross-functional teams to ensure timely resolution of critical issues affecting customer satisfaction.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Collected and analyzed data to measure effectiveness of quality control processes.
• Reported problems and concerns to management.
• Developed and implemented procedures to meet product quality standards.
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• Processed compensation payments to merchants on a weekly basis.
• Analyzed payment data and identify root cause of increase in compensation to merchants.
• Coordinated with finance department to manage budget for merchant compensation.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Resolved payment problems with high-profile merchants.
• Implemented SOP and tools to reduce hours of manual work.
• Held one-on-one meetings with relevant department to identify payment hurdles and offered insight into best remedy.
• Trained new team members on company software and standard operating procedures for efficient onboarding.

• Updated driver incentives via internal system weekly.

• Observed trends and set up bonuses and additional allowances for drivers twice a week.

• Managed and processed payments for referral programs.

• Analyzed and prepared report on each city’s income and spending for driver incentives every week.

• Handled and accurately processed reimbursements for drivers who have met the regulations set by government (PSV Licence, Medical and etc)

• Analyzed and processed commission deductions on daily basis.

• Managed driver’s eligibility in receiving incentives & allowances.

• Assisted other departments such as Customer Service and Dispute teams to solve inquiries.

• Contributed and implemented new process to reduce discrepancies when processing payments.

• Analyzed report on driver incentives and allowances.

• Worked closely with Finance Team, Team Leads of various departments, Centre Representatives and Marketing Team to ensure payment is processed accurately.

• Conducted fraud investigation on driver’s performance and earnings every week.

• Verified and processed online (E-Wallet) and offline (bank transfers) to users.

• Assisted Customer Service Representatives on payment related inquiries.

• Liaised with bank representatives on credit card chargeback inquiries.

• Prepared and analysed Operation Department Monetary Loss every month.

• Assisted in UAT for payment related enhancements and/or features.

• Managed cash flow for Operational Department bank accounts.

• Analysed reports from payment merchants.

• Analysed payments and refunds report every week.

• Managed users’ enrolment for Credit Card Instalment payment method.

• Trained, monitored and guided new hires for Payment Team.

• Trained and coached Customer Service Supervisors for payment related issues.

• Implemented and analysed process improvements to reduce the loss and/or risk of the department. • Established Standard Operating Procedures for chargeback issues and refunds via EWallet.

• Worked closely with various departments such as Logistics, Warehouse, Marketing, Development, and Customer Service to improve user satisfaction.

• Liaised with stakeholders such as courier partners to ensure payments and compensations and processed in timely manners.

• Prepared and managed reports for documentation purposes.