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Customer Service Management

Kozhikode, Kerala, India
December 22, 2018

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PRASANNA KUMAR #*, **th Cross, Bharthiyar Road

R.S. Palyam, M.S. Nagar Post,

Bangalore – 560033

Mobile: +919*********



My objective is to work with a company where I can use my skills to grow and expand my career. I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities. With 10+ years of experience I have acquired valuable knowledge of how the industry works, customer handling expertise and being an overall effective team player to achieve success in an environment of growth and excellence.


STANDARD CHARTERED BANK April 2012 - Till date

Team Leader- Fraud Detection Unit


Working in 24/7center for Fraud Control and Authorizations, Bangalore (India)

Responsible for complete fraud research detection and on-line authorizations of debit & credit transactions which includes approval/rejection and processing of referral requests received internationally

Ensure orderly filing of relevant documents/reports reviewed

Update cards into Visa& MasterCard Exception tool and block any compromised & fraudulently misused cards

Actioning on alerts & reports received in Fraud Detection systems within set timelines and adherence to policies and processes laid down

Review risk reports and apply temporary block on the cards

Constantly monitor cards for any suspicious transactions and/or transactions originating from high risk Countries and suspected point of compromise merchants

Verification of suspicious transactions and unblocking of cards post confirmation

Identify and minimize the accounts that show a high-risk usage pattern

Ensure that alerts are monitored and actioned on a case to case basis with a balance of credit risk and customer service.

Keep senior management updated on key information or latest fraud trends

AML call outs to confirm high value payments and high risk merchant

Perform manual/cash authorization for calls received from merchant and branches

Monitor KYC data, transactions, customer identification procedures and analysis of basic identity information

Coordination with phone banking units, cards operations and other branches

Coordination with merchants and acquirers for pre charge back and recovery

Maintain high level of customer satisfaction by ably handling customer service issues without compromising on the assets of the bank

Countries Handled:

UAE, Oman, Qatar, Bahrain, Lebanon, Botswana, Jordan, Kenya, Nigeria, Ghana, Gambia, Uganda, Tanzania, Zambia, Sri Lanka, Nepal, Vietnam, Singapore, Burien, Thailand, Philippines, Indonesia, India and Jersey and Falkland in UK


Participated in telemarketing campaigns to promote new services and products on existing accounts.

KINGFISHER AIRLINES (Merged with AIR DECCAN in April 2008) Sep 2007 – Dec 2011

Senior Guest Support Agent


Analyzing and giving best deals for guests to book tickets with KFA

Making reservations, blocking, rescheduling and cancellations through calls for guests and attending general enquiry on SABRE application

Respond to mails received from Operations Department, inform about the changes in schedule of the flights and co-ordinate with space control (Kingfisher Operations) and re-accommodate guests in case of flight cancellations

Resolve issues re refunds and filing the case for refund and sending it to the concerned department for approval

Handling web booking throughout the globe for transaction disputes, changes on tickets and complaints

Responsible for supervising the agents working on new applications (XBE)

Preparation of weekly reports which includes details of transactions done by entire team and share the same with senior management


First to efficiently handle XBE queries received throughout the globe

Received excellent customer feedback mails throughout the tenure

Topper in quarterly ranking on quality and transactions


Senior Customer Support Executive


Handledteam of 20 and ensured that agents met the targets with accuracy and within TAT

Supervising the agents on work done and provide status updates or report any issues on hourly basis to management

Maintain team data with Matrix file and update forms


Completed B.Com from Chhattisgarh University in 2004.

Completed PCMC from LVS Secondary & SR Secondary School (DACHE) in 2000.

Completed Higher Secondary Education from Benhur High School in 1998.


Proficient in airline applications i.e. SABRE, XBE, Radix International Inc, & Inter Global Technologies

Proficient in banking applications i.e. CRM,CMS and one wealth application Banking

Proficient with Visa, Master application debit/credit cards, Risk net Falcon 6.4 &Ebbs


Date of Birth : 13th February, 1982

Marital Status : Married

Nationality : Indian

Languages Known : English, Hindi and Tamil

Hobbies : Playing cricket& travelling to places

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