Arun Phuyal

Experience

• 

  Speaker

  Jan 2013 - Jan 2022

  Speaker

  Speaker, APEX College - > "Digital Payment in Nepal" - 2018Shared insight on digital payment to the MBA and BBA fellows. Exchanged ideas, interacted with faculties on digital payment.Mentor and Speaker, Idea Studio Season 5 (KUSOM) -> "Digital Payment-Driver of Digital Economy"- 2021Idea Studio is a platform to turn promising ideas into solutions and ultimately ignite social change and unlock potentials in favor of entrepreneurship through innovation.

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  ESewa Fonepay

  Jun 2013 - May 2020

  Took charge of the strategic shift to concentrate on focusing on the expanding customer base after the agent network expansion reached saturation.The main objective was to provide better customer service eventually increasing customer growth, retention and reuse of eSewa service. Scope of role:> Rearchitected the eSewa app to make it suitable for ease of use keeping day to day use in mind. This structure has now shaped the overall wallet outlook in Nepalese market.> Analyze customer behavior to create persona of the user. To better target the customer with relevant promotional tools.> Identify friction within the customer journey and finding solution to it.ACHIEVEMENTS> Launched GPRS based app, transitioning from SMS based platform to internet based architecture.> Product requirement document for customer registration journey, KYC application and verification journey. Show less Leading Customer support team to provide elevated CXP.ACHIEVEMENTS> Developing process of quality evaluation and customer satisfaction metrics, implementation of quality evaluation. Training and development.> eSewa customer support team was developed as a school for the company to train newcomers. The focus was also to train customer support agents for every department role to give career growth opportunity to the customer service agent. This helped in filling the gap of getting the right people who understood the business landscape.> New tech implementation for better customer journey. Prepared product requirement document, UAT and user training.> Established satellite office for customer support back office. Tech setup, office layout planning, hiring, training. Show less Took the agent network to the next level which grew the market presence of eSewa exponentially. Made eSewa a house hold name. Closely worked with SMEs to change the way of doing business. Established eSewa Agent as the largest retail network. Established eSewa as a lucrative business bringing in big pocket companies in the same business segment.ACHIEVEMENTS> 20K+ Retail agent network established at every local region of the country.> Brand value creation by BTL promotion from agent location.> Go-to-Market strategy formulation and implementation for multiple services launch. Few Example; NTC SIM Card Sales from agent network, Mobile TOPUP business promotion incentive planning, incentive plan for merchant enrollment, incentive plan for user and POS registration, Dish Home (DTH) new user lead generation, bank account opening etc.> Workshop and seminar sessions conducted for agents across the nation.> Regional distributor selection and business modality development. Agreement, business expansion, client relation, performance evaluation. Show less

  • Head Of Business Development

    Dec 2017 - May 2020

  • Head Of Department - Customer Relations Management

    Dec 2015 - Dec 2017

  • Head of Digital Marketing

    Dec 2015 - Dec 2017

  • Head Of Customer Service

    Dec 2015 - Dec 2017

  • Head of Department (Agent Management)

    Mar 2014 - Dec 2015

  • Head- Sales & Revenue

    Nov 2013 - Mar 2014

  • Business Development Officer

    Aug 2013 - Nov 2013

  • Internship

    Jun 2013 - Jul 2013
• 

  Play Nepal

  Jan 2016 - Dec 2020

  Business Consultant

  Play Nepal is an all-star team of athletes and coordinators who facilitate activities that combine athletics with academia to ensure physiological, cognitive, and psychosocial growth in children. Our team of Play Nepal coaches delivers a high-quality physical education service, for students ages 4-16 in their own schools with our bespoke curriculum.Building the business ground up. Designing process end-to-end. Mentoring sales team to reach business goals.

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  OYO

  Dec 2016 - Dec 2017

  Customer Support Team Lead - eSewa X OYO

  Leading the project of call centre operation for OYO in Nepal. Formalized the partnership between eSewa and OYO as an outsourced call centre. With the eSewa X OYO partnership, the goal was to support OYO to be established in Nepal and help grow.ACHIEVEMENT: Negotiation, agreement, technological setup, hiring, training, incentive planning, quality evaluation, P&L planning.

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  Daraz

  May 2020 - Jul 2023

  ACHIEVEMENTS> Integrate third-party wallet (IME Pay) as a payment option. Project Scope; Negotiation, Agreement, Business Requirement Documentation, Product Requirement Documentation, UAT, Launch plan, growth plan, YOY partnership roadmap planning and execution.> Establish return location in multiple location in collaboration with IME Pay for efficiency improvement and footprint expansion.> Launch multiple long-term initiative in collaboration with Visa to promote prepayment...................................................................................................................................................................................................> Long term collaboration roadmap with Ncell, NTC, Worldlink (ISP), Net TV (OTT), Nepali Paisa, Burger House, Coca-Cola.> Livestreaming of EPL (Cricket tournament) from daraz. Show less PAYMENTS: Drive digital payment in collaboration with payment stakeholders; Bank Partners, Wallets, Visa and Alipay. Drive Digital payment impact-initiatives that resonates beyond daraz and contributes as accelerator for the digital drive in the country.ACHIEVEMENTS> Integrate third-party wallet (eSewa) as a payment option. Project Scope; Negotiation, Agreement, Business Requirement Documentation, Product Requirement Documentation, UAT, Launch plan, growth plan, YOY partnership roadmap planning and execution.> Integrate Cybersource Payment Gateway as a alternate gateway. Project Scope; Negotiation, Agreement, Business Requirement Documentation, Product Requirement Documentation, UAT, Launch plan, cost efficiency planning, YOY partnership roadmap planning and execution.> Launch initiative in collaboration with Visa to promote prepayment. Project Scope; Project proposal, Negotiation, Agreement, Launch plan, initiative performance review...................................................................................................................................................................................................PARTNERSHIP: Collaborate with industry leading corporate houses to build alliance to co-promote each other, maximizing credibility, customer un-boarding and handholding in solidarity of digital Nepal.ACHIEVEMENTS> Collaboration with Ncell, Dish Home (DTH), Worldlink (ISP), KFC, Yeti Airlines, Foodmandu, Net TV (OTT), Pathao etc during different initiatives for a co-promotion partnership. Show less

  • Head of Payments & Partnership - Daraz (Alibaba Group)

    Apr 2021 - Jul 2023

  • Digital Payment and Partnership Manager (Daraz -Alibaba Group)

    May 2020 - Mar 2021