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Customer Service Manager

Location:
Chennai, Tamil Nadu, India
Posted:
January 18, 2018

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Resume:

RESUME

Manikandan Ravishankar

Email ID :ac322f@r.postjobfree.com

Mobile : 784-***-****

WORK EXPERIENCE

SQS BFSI India limited

Job title: QA Coordinator

Release Manager from October 2017 to till date

Handling Release Management for Base 2000.

Base 2000 is a mainframe card processing system used by Sainsbury.

Hong Kong and Shanghai Banking Corporation

Current Job Title: Senior Officer

Chargebacks from August 2013 to October 2017

Handling credit and debit card customer disputes.

Decision making on Fulfillment and Representment.

Handling Pre-Arbitration, Pre-compliance and Goodfaith.

Handling Arbitration and Compliance.

Suspense Accounts Reconciliation, tracking fund disbursement / fee collection.

Preparing MIS on daily activity and month reports.

Liaising with other banks and customers regarding dispute.

Managing vendor team.

Managing internal customer complaints.

Customer Connect Team from December 2010 to July 2013

Handling Level I – Credit card, debit card and retail assets requests/compliant comes through ac322f@r.postjobfree.com

Handling Mail complaints

Handling Level II Complaints – Paper Complaints.

Act as a preferred solution provider, provide customer focused and responsive service to customers / customer service groups.

Customer queries (Mails / Calls /RMS /Feedback from customer connect, contact center, C-Connect & branches)are addressed showcasing the value of responsiveness

Proactive action to prevent customer dissatisfaction.

Have complete knowledge on credit cards. Ensuring that every customer request has been addressed.

Experience on Credit Card Operations Testing

Abiding to the card scheme compliance traceability matrix and creating simulator.

Submitting Regression test scripts.

Initiating Business regression testing.

Initiating Defects in-case of issue.

Working on the scripts to get passed.

Updating QC.

Was part of Compliance and UAT testing (Frond end) for the below applications

Kana

WHIRL

E-Champs

Request Management/Omni flow

E-helpline

HUB

Vision plus

HP QC Center

Base 2000

Achievements

Cross functional trained on RISK process, Settlements, KYC.

100% TAT conformance on all the process mentioned above.

Received “Bravo Award” twice for best performance.

Education / Academic Background & Other Professional Qualification

Qualification

School/College/University

Year

MBA I.T

NIBM

2013

B.B.M

University of Madras

2010

Personal Details

Full Name : Manikandan R

Date of Birth : 05 June 1984

Location : Chennai

Notice Period: One month

CTC: 5.5 Lakh

Expectation: Negotiable



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