Customer Service Management

PRINCE XAVIER

House No.****, HAL *rd Stage, New Thippasandra, Bangalore, India

Email:*****************@*****.***; Mobile - +91-944*******; skype – prince161282

Summary

A competent audit professional with three years experience with HP in the areas of auditing and reviewing internal controls, Sarbanely Oxley Act (SOX). Strong analytical & organizational abilities with adeptness in formulating & preparing scope of audit, audit program & audit reports.

Key Skills

Internal Audit, SOX, Operational Audit and Process Audit

Educational Background

CIMA Advanced Diploma in Management Accounting Award Date: 2013

Institute/ University : Chartered Institute of Management Accounting, United Kingdom.

Master’s in Business Administration Graduation Date: 2009

Institute/University : LEEDS Beckett University, United Kingdom

Bachelor of Commerce (B. Com) of Commerce Graduation Date: 2005

Institute/University : St. Xavier's college, Kolkata, India

Employment History

February 2013 – Till Date

HP Inc (Personal System & Printing) – Bangalore, IN

Internal Auditor

Developed the scope for operational and financial audit projects and selected/developed appropriate audit steps necessary to promote effective audit coverage for the manager's approval.

Obtained, analysed and evaluated accounting / commercial documentation, previous reports, data, flowcharts etc. related to various functions of an organisation.

Evaluated, identified and provided reasonable assurance for risks, controls, and governance systems that are functioning as intended and propose value-added recommendations which enable the organisation's to meet its goals.

Identified control and processed weaknesses, documented main control points and provided evidential support for report recommendations.

Prepared recommendations for all levels of management, considering materiality, pertinence and documentary evidence.

Performed Audit in the areas related to Market Development Fund (MDF), Demand Generation Fund (DGF), Procurement (PO & Non PO), Accounts Receivables (AR), Local Legal Reporting (LLR) etc

Presented the recommendations and conclusions of audit reviews to area management and followed up on recommendations to ensure suggestions are implemented.

Prepared draft audit reports.

Worked closely with team members to provide ongoing progress reports and updates of audit findings.

Performed the full audit cycle including risk management and control management over operations effectiveness, financial reliability and compliance with all applicable directives and regulations for Control self-assessment audits

Performed Sarbanes-Oxley (SOX) Audit for review of account reconciliation, key performance indicators and enterprise financial reporting.

Performed country audits and operational audit globally.

Sep 2010 - Sep 2011

Santander Cards, (Banking) – Leeds, UK

Complex Servicing Associate (Interaction Contract - Full Time)

Acknowledged, adjudicated and handled payment protection insurance, mis-selling complaints and promptly ensured the resolution in an efficient manner.

Ensured stringent quality standards compliance & development.

Ensured client KYC information had updated in the KYC system

Where necessary, liaised with the complainant, client, relevant departments and Third Parties to meet correct outcomes

March 2010 - June 2010

Lloyds Banking Group, UK (HBOS Individual Savings Account) (Banking) – Leeds, UK

Executive Customer Service (Reed Contract – Full Time)

Carried out Anti money laundering checks and reviewed clients’ payment details such as bank or building society details, third-party details etc. to ensure local law compliance requirements.

Mentored new joiners and junior team members

Ensured stringent quality standards compliance & development

Jan 2006 - Aug 2008

Citibank Asset Management Division (CFIL) (Banking) - Kolkata, IN

EMG coordinator (Senior Executive)

Successfully created and developed strong business relationships with business partners and key customer accounts

Coordinated with surveyors for valuation of assets as per the market value, which had repossessed as well as for collateral security

Developed, implemented, and monitored a follow-up system for used-vehicle purchasers

Ensured that used-vehicle salespeople had informed of all new inventory and current advertising efforts, including special sales

Ensured risk issues had escalated on time to the management team

Created business relationships & strategic alliances with business partners

Budget & Forecasting for Risk Costs like recovery, Provisions & Partner costs.

Oct 2005 - Dec 2005

Ge MONEY (Banking) - Kolkata, IN

Collection Specialist

Collected paymnets for all the aged outstanding accounts (120 day delinquency); achieved the target worth 1.2M INR (approx.)

Coordinated and maintained payment plans for the past due balances through negotiation.

Nov 2003 - Oct 2005

Citigroup Global Services Ltd (Banking) – Kolkata, IN

Collected payments for all outstanding accounts and achieved the target worth 1.8M INR (approx.) through negotiation

Detailed investigation and complete documentation check performed for uncovered fraudulent activities

Reconcilied stop pays, billing errors, short pays, and refunds for final settlement of dues.

Personal Particulars

Language Proficiency : English, Hindi, Malayalam, Bengali, Tamil.

Date of Birth : 30 May 1983

Relocation : Yes

Permanent Address : Parapadan(H), Aluva, Ernakulam, Kerala, India.

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