Rohini Ghutke
Walled Lake
Summary
Organized professional with 10 years of experience in the Fintech industry, specializing in merchant services, underwriting, and payment processing systems. Demonstrated success in managing projects, streamlining operations, and resolving escalations. Expertise in risk evaluation, process improvement, and workflow automation. Proven ability to deliver effective training and collaborate with cross-functional teams and partners.
Overview
14
14
years of professional experience
Work History
Director of Operations
Merchant Service Depot LLC
Orlando
09.2023 - Current
- Collaborate with agents and ISV partners to facilitate payment processing solutions, and ensure seamless onboarding for merchant accounts.
- Work with multiple payment processors, including Elavon, Worldpay, Priority, Maverick, and Kurv, to set up and configure accounts, ensuring compliance with processor requirements, and smooth activation.
- Conduct merchant underwriting by analyzing business models, transaction patterns, industry type, and financial documents to assess risk and ensure compliance.
- Provide support to agents on processor guidelines, integration options, pricing structures, and payment acceptance requirements.
- Streamline onboarding, transaction processing, and support workflows to improve turnaround times, and enhance service quality.
- Oversee day-to-day operations, ensuring alignment with company goals, and cross-functional efficiency across departments.
- Handle high-level escalations from merchants, agents, or partners, providing swift and effective resolutions to complex issues.
- Drive process improvement initiatives by identifying inefficiencies and implementing scalable solutions that reduce costs and improve accuracy.
- Develop automation tools and workflows to eliminate manual tasks, increase operational productivity, and support long-term growth.
- Build and manage relationships with agents, payment processors, banks, and technical partners to optimize collaboration and service delivery.
- Create and deliver training sessions for merchants, agents, and partners to ensure effective use of the platform and support tools.
Implementation Specialist - Payments
Revspring Inc.
12.2021 - 12.2022
- Reviewed and analyzed incoming merchant applications using LexisNexis and OFAC to assess fraud risk.
- Onboarded merchants under the PayFac model, collaborating with internal and external teams to ensure smooth implementation.
- Delivered post-implementation training on merchant portal use and system navigation.
- Evaluated internal processes and recommended improvements to increase efficiency.
- Managed project roadmaps, sprints, and timelines to ensure successful and timely execution.
Merchant Service Specialist
FortisPay
09.2021 - 11.2021
- Provided merchant support across channels including email, chat, phone, and case management systems.
- Assisted with account updates, refund processing, ACH additions, and statement distribution.
- Supported merchants with PCI compliance processes and troubleshooting of hardware/software issues.
- Facilitated chargeback handling by gathering supporting documentation from merchants.
Assistant Manager
Safexpay
08.2016 - 11.2017
- Underwrote merchant applications using Thomson Reuters CLEAR, identifying risk and fraud indicators.
- Coordinated merchant onboarding and resolved issues arising during integration.
- Provided technical integration support, including configuration, debugging, and go-live assistance.
- Drafted SOPs and process documents while recommending operational improvements.
Assistant Manager
Transerv Pvt. Ltd.
06.2015 - 07.2016
- Conducted merchant underwriting, including website reviews and verification to prevent fraud.
- Onboarded merchants and collaborated with internal teams to support setup and compliance.
- Monitored high-volume transactions and contacted cardholders for verification.
- Handled daily wallet reconciliation and produced reports for stakeholders.
- Managed risk and chargeback resolution, including monthly reporting and turnaround tracking.
Sr. Operation Executive
First Data (Fiserv)
09.2011 - 05.2015
- Performed merchant risk classification reviews (EDD, CDD, SDD) and flagged high-risk activities.
- Used Thomson Reuters CLEAR for compliance and fraud checks.
- Onboarded international merchants in Asia-Pacific and resolved support queries via email/fax.
- Processed sales/refund transactions and handled reconciliation of merchant accounts.
Education
MBA - Finance
Sikkim Manipal University
01.2014
Graduate Certificate - Banking & Insurance
Mumbai University
01.2011
High School Diploma -
ST.XAVIER
MUMBAI01.2008
Skills
Tools and platforms
Microsoft Office, Google Suite, Slack, Microsoft Teams, Zoom, Notion
CRM and support tools
Salesforce, Zendesk
Project and workflow management
Jira, Mondaycom, Zoho, Asana, Pipedrive, Airtable
Data and reporting
Excel (advanced), Google Sheets, Airtable
Risk and compliance tools: OFAC, LexisNexis, Thomson Reuters CLEAR
Automation tools
Zapier, Makecom, N8n
Core Competencies
Microsoft Office, Google Suite, Salesforce, Zendesk, Jira, Monday.com, Zoho, Pipedrive, Asana, OFAC, LexisNexis, Thomson Reuters CLEAR
Languages
English
Full Professional
Timeline
Director of Operations
Merchant Service Depot LLC
09.2023 - Current
Implementation Specialist - Payments
Revspring Inc.
12.2021 - 12.2022
Merchant Service Specialist
FortisPay
09.2021 - 11.2021
Assistant Manager
Safexpay
08.2016 - 11.2017
Assistant Manager
Transerv Pvt. Ltd.
06.2015 - 07.2016
Sr. Operation Executive
First Data (Fiserv)
09.2011 - 05.2015
MBA - Finance
Sikkim Manipal University
Graduate Certificate - Banking & Insurance
Mumbai University
High School Diploma -
ST.XAVIER