PRASANNA KUMAR #*, **th Cross, Bharthiyar Road
R.S. Palyam, M.S. Nagar Post,
Bangalore – 560033
Mobile: +919*********
Email: ac707b@r.postjobfree.com
OBJECTIVE
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.
WORK EXPERIENCE
STANDARD CHARTERED BANK April 2012 - Till date
Team Leader- Fraud Detection Unit
Responsibilities:
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
Accomplishments:
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
Responsibilities:
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
Accomplishments:
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
MAGUS CUSTOMER DIALOGUE PVT LTD Feb 2005 – July 2007
Senior Customer Support Executive
Responsibilities:
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
ACADEMIC QUALIFICATION
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.
SKILLS
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
PERSONAL DETAILS
Date of Birth : 13th February, 1982
Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi and Tamil
Hobbies : Playing cricket& travelling to places