Functional Expertise (Exposure Summary):

Operations : 
Confidential, Card Banking Operation / Business Process & Customer Support

Paralegal & Contract / Document Review

Credit Control/Collections

Fraud and Dispute Management

HR Admin & Vendor Relations

Education (Academic and Professional):

BA.LLB
Bachelors in Law 
Corporate Law/ Industrial Relations/ Taxation
Accounting

Confidential University

Senior Secondary (12th)

Accounts / Commerce / Economics

Confidential School

Higher Secondary (10th)

All Subjects

Confidential School

IT Skills and Tools Knowledge

IT Tools/ Applications:

• MS Word
• MS Excel
• MS Powerpoint
• MS Visio
• Web Technologies : Internet Mail Tools, Outlook Web mails

Professional Experience (Projects and Processes Engagements):

• Organisation / Employer:Confidential (29th Nov 2010 till Date)

Business Operations
(Process Description)

Fraud and Dispute - Credit Card Division
Anti Money Laundering Process

Role / Position

Fraud and Dispute Analyst: Credit Card & Anti Money Laundering

Responsibility

• Fraud Analysis and Dispute Management : Credit Card Frauds & Disputes and Anti Money Laundering cases
• Identification of Fraudulent transactions, Fraud and Dispute case analysis
• Monitor / Investigate customer credit card accounts & dispute cases for fraudulent activity
• Interface with Barclays UK officials / Fraud & Detection officer to service customer needs in regards to fraud and dispute issues
• Working directly with merchants and cardholders to resolve customer service issues or fraudulent/unauthorized activities
• Analyzing merchant and cardholder account transactions to identify abnormal activity that may be fraudulent.
• Contacting merchants and cardholders to validate the authenticity of charges
• Research account inquiries and reported fraud, escalate and alarm the officials to prevent loss once abnormal activity or unauthorized usage / fraudulent transaction has been determined
• Performs proper review and Investigate disputed card transactions by collecting sufficient information to explore every opportunity to identify recovery opportunities in order to mitigate losses
• Compiles and routes reports capturing status of current cases, etc.
• Investigates incidents of alleged fraudulent activity on accounts, discuss case with officials to determine appropriate process in attempts to cover losses.
• Conduct thorough investigations and inquiries on identified and suspicious accounts within the specified software system.
• Works with dispute specialists to investigate fraud claims.
• Establish contact with customer through outbound calls as well as receiving inbound calls from our customers - Investigate fraud claims as well as provides information on currently existing fraud and dispute claims
• Responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims
• Taking measures to stop / evade fraudulent transaction and ensuring customer security and satisfaction like Card Block
• Handling & Reviewing Anti- Money laundering cases to avoid mitigate Money laundering Transactions
• Scrutiny of Money laundering transactions: Overseeing the suspicious transactions, identifications of frauds and taking measures to avoid / stop them

• Organisation / Employer:Confidential (21st Apr 2009 – Oct 2010)

Business Operations

Operations
Vendor Relations

Role / Position

Assistant Manager - Vendor Relations

Responsibility

Managing / Handling Operations and Vendor Relationship Management:

• Preparing and reviewing reports & providing statistics to staff and senior managers
• Ensure departmental and corporate policies were met
• Relation Building with existing clients, new clients and managing vendor relations; Negotiationsand reviewing Vendor Performance
• Creating vendor bid packages containing business needs, required levels of staffing, cost involved and service level expectations.
• Vendor Development and Strategic sourcing: Identifying next line of vendors (New vendor identification) as an alternative in alignment with disaster crisis and rescue plans and ensuring smooth running of operation and Procurement / supply chain services excellence while maximizing customer satisfaction levels.
• Assisting in developing of Standard Operating Procedures as per contract negotiation.
• Communicate and coordinate within inter departmental and business management group and industry representatives regarding substantive issues arising from individual projects.
• Responsible for developing Strategic partnership, Business engagement and alliances. Play a key role in strategic planning, joint-venture partnering, and vendor contract management
  - Quality check of final deliverables as per contracts requirement.
• Handling administrative activities of vendor operations and service delivery centers.
• Regularly act as a key resource for Senior Management by assuming additional responsibilities and projects such as being in charge of the hiring process--reviewing resumes, setting up interviews, conducting the actual interview, hiring, making sure all proper documentation received etc.
• Prepared weekly and monthly reports for Senior Management
• Reviewing and maintaining the service levels & service standards of the departments, operations and associated services.
• Developing new business strategies and implement new policies to excel and optimize business services.
• Develop/maintain productive working relationships with client personnel.
• Develop and maintain policies and procedures, recommend appropriate changes as necessary and ensure compliance with policies and procedures
• Interaction with clients and vendors
• Sourcing and Initiating business and process operational support, identifying the right set of vendor as per parameters specified by client to ensure recoveries for Client and Vendors.
• Mapping client’s requirements / operational requirement: Assisting in developing, implementing and transitioning the process/project, customizing the Processes in line with the client requirement and guidelines.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levels.
• Actively seek business development opportunities, initiated, developed, sold business plans and managed execution for new ventures enterprises.
• Articulating and detailing clients expectations and ensuring business aligned delivery framework
• Managing vendor relationships, facilitating communications and resolving disputes to completion

Other responsibilities:

• Account Management and client relationship support - handling vendor coordination, resolving specific account management queries.
• Client coordination and transition support.
• Vertically supporting the Indirect vertical of the business and administration
• Preparing MIS reports & other statements with a view to apprise management of Process operations and Vendor management including Billing and Payments.
• Payment processing and billing support

• Organisation / Employer :Confidential. (21st May 2008 - 6th Apr 2009)

Business Operations
(Process Description)

LTSB HR Admin – UK Banking & Financial Institution
Fraud and Dispute - Credit Card Division

Role / Position

Sr. Process Associate- HR Admin Processing and Fraud Analysis and Dispute Cases-

Responsibility

• Handling HRO / HR Admin Operations for a UK renowned Banking / Financial Institution
• Monitoring automated fraud screening application
• Maintain or exceed established standards for Fraud and Dispute handling department / services and resolves complex issues with little or no supervision.
• Conducting follow-up research on fraudulent transactions
• Develop people and commitment to developing knowledge with team member to enhance service delivery.
• Monitor / Investigate customer credit card accounts & dispute cases for fraudulent activity
• Interface with multiple departments to service all customer needs in regards to fraud and dispute issues
• Working directly with merchants and cardholders to resolve customer service issues or fraudulent/unauthorized activities
• Analyzing merchant and cardholder account transactions to identify abnormal activity that may be fraudulent.
• Contacting merchants and cardholders to validate the authenticity of charges
• Research account inquiries and reported fraud
• Escalate and alarm the officials to prevent loss once abnormal activity or unauthorized use has been determined
• Performs proper review and Investigate disputed card transactions by collecting sufficient information to explore every opportunity to identify recovery opportunities in order to mitigate losses
• Compiles and routes reports capturing status of current cases, etc.
• Cross-trains co-workers on similar responsibilities and participate in necessary department/Central Operations training as applicable.
• Investigates incidents of alleged fraudulent activity on accounts, Determines appropriate process in attempts to cover losses.
• Conduct thorough investigations and inquiries on identified and suspicious accounts within the specified software system.
• Works with dispute specialists to investigate fraud claims.
• Making frequent outbound calls as well as receiving inbound calls from our customers - Investigate fraud claims as well as provides information on currently existing fraud and dispute claims
• Responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims

• Organisation / Employer :Confidential (8th Jan 2008 - 15th May 2008)

Business Operations
(Process Description)

Credit Control - UK Real Estate & Property Management conglomerate 
*CORE BPO merger / acquisition by HCL Technologies on 3rd Jan’08 / Rollover employee

Role / Position

Sr. CCE - Credit Controller

Responsibility

Operations and processing

• Following-up with customers’ statements
• Email/ Fax the statements to the customers at the beginning of every month
• Call the customers to make sure that the statements are correct and complete
• Ensure that statements contain all transactions completed with the customers in the previous month (invoices, receipts and credit notes)
• Monitor transactions, using computers and a variety of automated systems
• Following up of customers’ payment commitments
• Ensure the timely debt collections and payments are done consistently
• Advise customers of necessary actions and strategies for debt payment
• Reporting for management information
• Report regularly about the payment delays or any customer issues
• Record information about financial status of customers and status of collection efforts.
• Preparing documents & letters as per Client specifications & requirement to be sent UK Landlords & Tenants which involves chasing for collection, fee payment & recovery of amount in credit
• Setting Tenant Account in Client specified system & continuously updating both Landlord & Tenant Records + Accounts as per activities of process.
• Alarming of Dispute arising out of Uncollectible revenue to Client Team for Resolutions by UK Supervisor end.
• Providing dispute resolution and feedback to the client team
• Sending reminder of payments to Tenants & Landlords for collection of Rent, Service charges, fee due and any other applicable charges which they are liable to pay (Over call & over e-mail)
• Finding any missing & required information pertaining to Tenant chasing & updating the same
• Checking All Tenant Records as per counties assigned & allocated - Documents of Tenants & Rent contracts & Property records as updated in systems
• Notifying Client UK _ Credit Control Team in case of any discrepancies & escalations, alarming & apprising Client Team on critical facts for resolutions
• Resolving disputes of the tenants of commercial properties
• Ensure that appropriate telephone contact is made at the earliest possible stage on overdue debts, in accordance with the Credit Control timetable

• Organisation / Employer :Confidential (22nd Mar 2007 – 8th Jan 2008)

Business Operations
(Process Description)

Credit Control - UK Real Estate & Property Management conglomerate (Erinaceous Group PLC)
*Company merged with HCL Technologies on 3rd Jan’08 / Rollover employee

Role / Position

Sr. Credit Controller

Responsibility

Migration & Operations - Credit Control / Collections
Remote Process Migration - Transition of outsourced processes and Knowledge transfer to Operations.

• Key involvement working with Transition / Migration team, understanding the Scope of Work, deliverables schedule, Applicable benchmarking Standards, Client service acceptance Criteria,
• Focusing on credit control operations:
• Reconciliation of collections accounts corporate clients.
• Focusing on Payment collection from Major Clients.
• Retrieving and recovery all the closed clients.
• Understanding Special Requirements & Miscellaneous jobs involved
• Senior Officer, Credit Control and MIS
• Managed Credit Control & MIS/ Risk reporting activities for major property management companies for both Commercial and Residential section who are either directly aligned, internal or external vendors of Erinaceous Group.
• Part of process delivery plans to improvise and develop operations; managed the overall transition, handling remote testing and release until confirmed by client.
• Able to work autonomously and in team environment, providing leadership to junior staff by coaching, mentoring teams, assisting in establishing directions and visions of HCL strategic team.
• Identifying process improvement opportunities. Participation in preparation of process SOP and process improvement plans, involving Team Leader, Manager and Client Team
• Identifying and escalating all potential issues to Team Manager & implementing plan of action

Operations and processing

• Credit Control Operations / responsibilities

Post Process Migration- Other Responsibilities

• Preparing & sending Daily & Weekly reports as Quality, Productivity, Recovery & MIS Reports related to Process)
• Training the New Recruits/New hired- downloading the information & providing Process overview & Process knowledge.
• Quality check of all Processed documents & updating system, Preparing MIS / Reports
• Handling Team Issues – Process Issues/Escalations : Providing solutions & escalating the same to UK Team / Troubleshooting
• Preparing MIS reports for both internal process management & client review .