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Customer Service Assistant

Location:
Hyderabad, Telangana, India
Posted:
May 14, 2019

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Resume:

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NIZEL D’SOUZA CURRICULUM VITAE

Hyderabad, India +91-987******* ac9dn2@r.postjobfree.com OBJECTIVE

A position in Customer Service or Risk Management that provides ample opportunities to learn and to contribute, thereby exploring new avenues for organizational and personal growth SKILLS & ABILITIES

Good communication

Team player

Taking initiative

Good organization skills

Willing to take on new challenges

EXPERIENCE

Senior Risk Analyst — Jet Airways (I) Ltd. Mar 2013 to Apr 2019

Monitor real-time queues and identify high risk transactions

Interact with banks and customers to validate information and to confirm or cancel authorizations

Implement rules in decision management tool for maximum potential fraud transactions

Interact with CyberSource for development and enhancement in decision management tool

Prepare and reconcile weekly/monthly chargeback reports, monthly dashboard report, suspicious activity reports and risk management reports

Analyze all reported chargeback cases to identify any new and emerging fraud trends

Coordinate with various organizational departments for a timely resolution of chargeback issues

Reply and investigate queries sent by banks, acquirers and police

Check e-commerce indicators in MasterCard Internet Gateway Service (MIGS) console to determine the liability shift between merchant and card issuing bank

Liaise with card issuing banks to resolve second chargeback/arbitration cases

Train and mentor new staff on processes

Support Analyst — Jet Airways (I) Ltd. Mar 2007 to Feb 2013

Answer emails received through ac9dn2@r.postjobfree.com and ensure a 24 hour turnaround of emails

Resolve passenger queries on issues relating to: o Online products offered

o Online bookings and refunds

o Website information

o Web check-in

o Jet Mobile – SMS flight delays, etc.

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Provide support to Jet Airways network staff on: o Online booking queries

o Handling of Virtual Coupon Record (VCR) and Agent Sales Report

(ASR)

o Printing and emailing of e-tickets at counters

o e-Ticket refunds

o Revalidation and re-association

Train and mentor new staff on processes

Customer Service Professional — TransContinental e-Services Pvt. Ltd.

(Recruited for Jet Airways (I) Ltd. Process)

Apr 2006 to Mar 2007

Handle customer calls for flight reservation, fare quotes, modifications and tele- check-in of guest in the domestic and UK process

Inform guests and attend to calls regarding rescheduled/delayed flights Customer Service Assistant — Jet Airways (I) Ltd. Nov 2004 to Mar 2006

Handle customer calls for flight reservation, fare quotes, modifications and tele- check-in of guest in the domestic and UK process

Inform guests and attend to calls regarding rescheduled/delayed flights EDUCATION

Master of Business Administration in Marketing — Institute of Technology and Management, Mumbai, India

2013

Post-Graduate Diploma in IATA/UFTAA Foundation Course (Montreal) — IITC, Mumbai, India

2004

Bachelor of Science in Zoology — Wilson College (University of Mumbai), Mumbai, India 2004 PERSONAL DETAILS

Gender — Male

Date of Birth — 4 August 1982

Languages Known — English, Hindi and Marathi



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