Customer Service Management

Capability to Strategize, Communicate and Execute Business deliverables to significantly impact the organization’s growth objectives.

Strong communicator, adept at leading and mentoring a team towards achievement of sound business goals with documented track record of success in captivating and implementing technical, logical as well as administrative decisions.

Keen involvement in implementing recruitment, selection, orientation, training, coaching, counseling and in disciplinary practices

Highlights:

Experienced in ATM Management, ATM Reconciliation, ATM Debit cards

Generated revenue of INR 36 cr. against the declared target of INR 25 cr. in FSS during FY 2014-15.

Delivered 10000 PoS terminals to HDFC Bank in a span of 7 man days without incurring additional resource cost to company

Spearheaded an initiative to automate the Card Closure process from 200 applications in 8 hrs/day to 5 minutes. This resulted in a steep reduction of the manpower requirement for the process.

Played a major role in acquiring ISO 9001 : 2000 certification abiding all quality norms in FSS

Core Skills:

Critical Gap Analysis

Building Power Point presentation

Mapping with solutions

Pre Sales Customer Demo

Process documentation

Team Building

Proposal writing

Interviewing and Hiring skills

Troubleshooting

Negotiating Skill

Integration

Curating

Key Competencies:

Credit/Debit Card issuance, Dispatch and Maintenance

Project Management

ATM switch file Reconciliation (Issuance side)

Customer service

Point of Sale Management

Vendor Management

Revenue Management

Mentoring / Training & Development

Process Management

Logistics Management

AWARDS AND RECOGNITION

FSS

Bagged Kudos Award for achieving47% above the fixed target in turnover during the FY 2014-15

Received several appreciations for reducing the manpower cost by 15% through process automation

Bagged Extra Miler award for taking an initiative to train IITM clients on PoS machine work nomenclature.

SCOPE INTERNATIONAL P Ltd

Bagged Star of the month award for the months of October 2004 for performance excellence, January 2005 for Management Capacity and March 2005 for process simplification and cost saving

CAREER GROWTH

June’16 – Present

SSG Consultants –

Solution Architect

July’06 – Dec’15

Financial Software and Systems (P) Ltd., Chennai

Senior Manager – Operations

July’03 – July’06

Scope International Pvt. Ltd., Chennai

Officer

Feb’00 – Sep’02

Standard Chartered Grindlays Bank, Chennai.

Operation Executive

June’98 – Jan ’00

G.M. Software Pvt., Ltd., Chennai.

Developer

ROLES & RESPONSIBILITIES

SSG Consultants

Involved in the design, direction and pre-sale demos of a new Mobile Based App viz., PACCT targeted for the Schools and Educational Institutions.

Formulate strategic plans for component development to sustain future project objectives.

Gather detailed business requirements and use cases, and translate technical specifications into product requirements.

Gatheredinputs on data architecture design to facilitate targeted customer analysis.

Organize end-user training and problem analysis for desktop and IT infrastructure work.

Collaborated with business analysts, developers, and technical support teams to define project requirements and specifications.

Financial Software and Systems P Ltd

Responded to various RFPs and conducted oral presentations for potential clients.

Handled 15 Projects/Banks (9 in Cards, 1 in Reconciliation, 4 in PoS and 1 in MAPs)

Possess extensive knowledge of

oDebit/EMV Cards – PIN printing, Card Embossing and Card Activation techniques, Daily Transactional Activities, Card issuance &management, Vendor Management

oGift/Prepaid Cards – PIN printing, Card Embossing, Card Activation, Daily Transactional Activities and Re-conciliation.

oPoS – Terminal application testing/download, Deployment of PSTN/GPRS/Ethernet terminals, Key injection techniques, Field Service Management, Transaction architecture, troubleshooting, Terminal inventory using TMS, Billing Support and Vendor management

oMerchant Acquiring – Payments, Settlements, Chargebacks and Statements to merchants

oDebit card/ATM Re-conciliation – Acquiring and Issuing transactions, Us on Us / Off Us transactions, Card to Card transactions, ATM/PoS transactions, Payments & Settlements, Disputes, Claims & Chargeback

Managed team to ensure SLA maintenance

Participated in recruiting, resource management, and project staffing activities.

A leader in MIS

Scope International Pvt. Ltd.

Working & have thorough knowledge in both Credit Card Maintenance & Financial Transaction Activities

Consistently met the high standards maintained by the company

Monitored the team to ensure transactions are done within TATs.

Motivated the team to achieve high productivity standards.

Met Quality norms of the department and Protect and enhance client’s reputation

Ensure the SLAs are met with through KCS check

Grading ESAU ratings for all the team members

Built and maintained working relationships with onshore teams to achieve the desired outcome

Standard Chartered Grindlays Bank

•Software worked at Standard Chartered Grindlays Bank are Vision Plus - Extra Basic (ANZ Home Package), Visual FoxPro, Ms - Office'97

Involved in two projects namely Global Card Conversion Project and Star Card Conversion Project

•Actioning Queues (viz.,) FJ35, FJ41, and FJ71 for the approval and declinals of Credit Cards

•Account Closure, Account Transfer and Balance transfer

•Card Conversion from Domestic Credit Card to Global Credit Card

•Handling Customer queries through mails and phones

TRAINING & CERTIFICATION

Trained in Project Management Practices (PMP) from PMI

Orientation program on Visa and Master card brands

Development of interviewing skills

Time Management programme

Certified Six Sigma Yellow Belt

Reputation and Operational Risk

Certified Out serve

Corporate theatre workshop for team building & management concepts

Push your limits thru’ Emotional Intelligence

EDUCATION

Bachelor of Computer Application, Madras University, 1997

Diploma in Computer Technology, Panimalar Polytechnic, Chennai, 1998

Diploma in Client Server Technology, SSI Limited, Chennai, 1999

Certified ITIL Foundation 2011 – Certificate number: GR750235614KK, 2016

PERSONAL DOSSIER

Date of Birth

13th December 1976

Martial Status

Single

Nationality

Indian

Passport number

T8826525

Permanent Address

S-1, “Sree Velavan Nivas”, Old #. 30, New # 183, 9th Cross Street,

Thiruvalluvar Nagar, Thiruvanmiyur, Chennai – 600 041.

Tamilnadu, India.

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