SUSAN VERGHESE

* ******** ***

Brampton, ON L*Y4R5

Email: ebqgxl@r.postjobfree.com

Residence: 905-***-****

Cell: 416-***-****

A highly energetic and goals oriented individual with expertise in customer relations, service and support backed by a progressive career spanning over 6 years in the support center.

SUMMARY OF QUALIFICATIONS

• Over 3 years of Supervisory/Escalations/Chargeback experience

• Solid knowledge of POS business and operational processes

• Experience with implementing change with previous involvement in Project teams

• Able to work independently and/or within a team environment

• Willingness to take ownerships of Projects and implement it to completion

• Excellent communication, leadership , organizational, and interpersonal skills

• A team player with the ability to impact and influence changes, and think outside the box

Employment History

2002– 2009 Moneris Solutions, Toronto, Ontario

April 2005 – September 2009 Senior Support Supervisor

• Educate/Advise merchant on chargeback inquiries and manage escalations

• Handle escalations by collaborating with associates of contact center/affiliate banks

• Identify knowledge gaps/agent trends and submit reports to management

• Established strategic relations with clients which included up-selling of products

• Work with team managers for conducting weekly updates and meetings

• Volunteer and assist with peer/contact center agent training

Selected Achievements

• Identified procedural deficiencies in the area of processing Visa Chargebacks.

• Initiated feedback from the team in relation to procedural changes

July-October 2005 Customer Care Liaison

• Escalation support for Parent/Affiliate Banks, and Regional Alliance Managers

• Effectively addressed Escalations by liaising with internal departments

• Provided support for Partner Direct branch users

Jan 2003-april 2005 Customer Care Associate (CCA)

• Provide resolution for merchant issues (Technical/Transactional)

• Liaison between team members and the Employee Action Committee to evaluate and provide feedback on work related issues and initiate solutions

• Actively involved in the Fun committee and organizing events

• Volunteer and deliver training to peers

Selected Accomplishments:

• Identified problems with the effective flow of Service center tickets between department and initiated changes which were implemented

SHOPPERS DRUG MART 2001-2002

Customer Service Representative

• Responsible for handling inbound support and product enquiry calls

• Responsible for daily cash and credit card transactions at the cash register

• Assisted with setting up product promotions and sale events

Educational Qualifications

Masters Degree in Commerce

Bachelor Degree in Commerce

Computer skills

• Working knowledge of MSOffice applications

• Familiarity with the Windows OS (Windows XP)

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