Customer Service Management

RICHA MALIK

P.O. Box **** Ph. +1-484-***-****

Oaks PA 19456 abnk9u@r.postjobfree.com

PROFESSIONAL OVERVIEW

MBA in Marketing and Information Technology with 8+ years of experience in Project Management, Campaign

Management, Business Analysis, SDLC process, Requirements gathering, System Design, Process Automation, Risk

Analysis, Vendor Management, System Integration Testing and Operational Support. Expertise in balancing technical

feasibility with business requirements. Consistently demonstrated excellent analytical, business and communication

skills.

EXPERIENCE

JP Morgan Chase Bank - Consultant/Campaign Manager May 2004 ~ July 2007

Management of Marketing Campaigns and Product Launch for Business and Consumer Credit Cards Portfolio

Major Projects include: RFID Card launch, Portfolio Utilization Program, Rebrand projects for BankOne to

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Chase post merger of the two companies.

Responsibilities include managing plastic reissue campaigns, providing subject matter expertise and process

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knowledge to project teams relating to execution of strategies and marketing operational processes. Reviewing

and translating marketing concept specifications into functional reality. Evaluating project timeline and overall

submissions for procedure compliance within various marketing channels including plastics, direct mail,

statements, telemarketing and email. Understanding of work flows pertaining to the functional execution groups

including, pricing, creative production, card plastics, rewards, data extraction, testing and compliance.

Accountable for launch based on complete execution of operational elements. Management of end-to-end audit

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processes relating to execution tasks.

Prologin Technologies Inc. – Business Analyst May 2003 ~ April 2004

• Work with the business to identify, analyze, refine and document business requirements using Rational Rose,

for presentation to the application development and technical teams.

• Create functional specifications and assist the application lead in producing technical specifications.

• Assist in the planning of project timelines in concert with the application manager and application architect.

GE Capital – Business Analyst June 1999 ~ April 2003

Responsibility included identifying customer needs (internal and external), conducting gap analysis, creating functional

specifications as well as project plans, creating RFPs, identifying solution provider along with technical platform

(hardware and software), coordinating system and user testing, managing product launch, ensure post production

support.

Launch of new credit card products – VISA Secured Card and Affinity Cards. Designed system enhancements and

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lead system configuration based on gap analysis of user requirements and system functionality for supporting card

products and their respective features like approval policy, authorization policy, rewards, fees, payment hierarchy,

balance transfers policy, interest rates, etc.

Mobile Commerce – Enabled cardholders to receive financial and non-financial information regarding the credit card

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account on a mobile phone as a text message. Designed the system for extracting relevant information to be sent to

the customer. Also designed and managed the development of the Customer Service interface, the website and the

integration between the GE network and the service provider.

Electronic Clearing System (ECS) – Designed a system allowing customers to authorize the credit card company to

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electronically transfer the balance outstanding on their credit card account from their bank account. Built in

flexibility for the customer to choose various payment options. Lead the testing and implementation activities

including management of vendors for development, creation of test scenarios, and organizing post production support

for the system. Also designed the interface between the ECS system and the Reserve Bank of India that interfaces

with various banks throughout the country for electronic payments.

Jet Airways frequent flyer program – The first business development initiative for GE Capital outside of the core

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credit card business. Successfully managed the transition of the frequent flyer program operations for India’s leading

domestic airline, Jet Airways, to the GE facility. Analyzed the customer’s requirements and developed processes for

data exchange, data processing, mileage statements, e-statements and frequent flyer welcome kits.

Vision Plus projects – Account Transfer, Source Code Management, Analysis, Testing, Enhancement, System setup.

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Vision Plus is a mainframe based credit card management application

Other projects: Remittance System, Mail tracking System, Bar-coding, Cash Advance System.

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EDUCATION

• PMP Certification in progress

• MBA, Marketing and Information Technology International Management Institute, New Delhi, India

June 1997 ~ May 1999

• BA, Mathematics, Economics, Computer Applications MCM DAV College, Chandigarh, India

June 1994 ~ May 1997

TECHNICAL SKILLS

• Rational Requite Pro, Use Cases, SQL, Oracle 8x, Windows 2000, UNIX, C, HTML, MS Office, MS Access, MS

Project

• DOC1 Software – Used to create customised customer communication

• Vision Plus – User & functional knowledge of CICS, TSO. Modules – CMS, ASM, FAS, LTS, batch processing

• Other Credit Card Management Systems: TSYS, FDR.

ADDITIONAL INFORMATION

• Awards won in GE: Management Award, Achievers (Team) Award, Star of the Quarter Q2, 2002.

• Awards won in JP Morgan Chase: Certificate of performance for two projects (Service Star)

• Training programs attended: Six Sigma Training, Leadership Excellence

REFERENCES

• Available on request

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