Customer Service Assistant
Resume:
NIZEL D’SOUZA CURRICULUM VITAE
Hyderabad, India +91-987******* ***********@*****.*** 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 ****@**********.*** 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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