NISHANTH KUMAR SURESH

**** **** *****, ***********, ******* L5B 1T8, Canada. Mobile: +1-437-***-****. Email: adcs9t@r.postjobfree.com OBJECTIVE

It would be my earnest attempt to effectively use the knowledge, experience and skills in order to achieve my ultimate goal of self-development along with that of the company.

Highlights of Qualification and Skills

Over 12 years of experience in operations management activities, learning and development activities on an end to end basis right from planning to successful execution of programs / sessions.

Worked as a Team Leader for 3 years with the Learning and Training Delivery team handling sessions on an end to end basis for Internal and External clients of Accenture on a Global Scale. Session handling includes Cost Management with Stakeholders, Venue Sourcing, Faculty Sourcing, Attendance Management, Answering participant queries using the PQM

(Participant Query Management) mailbox, Faculty Queries, Technical Support, Communication Mailers, Onsite Support, Reporting Support to Clients, Attendance Compilation post sessions, Feedback collection and Sharing.

As a Chargeback Analyst, performing financial based investigation and assessment activities. Handling high risk calls including fraud analysis / investigation and dispute registration along with knowledge of risk management environment, standards, and regulations.

Excellent written and oral communication skills and the ability to communicate technical information with both internal and external clients and also a solid proficiency with Microsoft Windows Server 2003, 2008, 2012 Standard, PowerPoint, Excel and Word Experience working with multiple clients, and working within multiple industries and handling difficult clients and difficult users.

Received Rewards and Recognitions as Core Value Champion Award (Nov–Dec 2016) for performance, Recognised by Internal and External clients for identifying process gaps and implementing process improvements helping to reduce cost and increase revenue for the organization. Have also received many other accolades and awards on the basis of performance. Work Experience and Skills

Millennium 1 Solutions. July 2018 – Present (Joint Recovery Process (JRP) – Chargeback Analyst)

• Providing exceptional customer service while responding to all Inbound / Outbound inquiries including, but not limited to general inquiries, Charge Back Cases, Fraud Cases and Online disputes by performing Finance Based Investigations and Assessment Activities.

• Respond to Cardholder requests for information to the status of their dispute / fraud claims it progresses through case Lifecycle (Dispute, Chargeback, Re-presentment, Arbitration Chargeback, Second Re-presentment, and Arbitration Case Filing).

• Effectively analyse and process Fraud / Dispute cases using the Total System Services Dispute resolution (TSYS Tool) while ensuring all service levels are met. Responsible for all phases of the Chargeback lifecycle in accordance with the Association (MasterCard WorldWide) Rules and Regulations.

• Proactively Investigate and Manage Fraud Cases. Process System generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate.

• Process cardholder and Non-cardholder initiated disputes for monetary recovery to the cardholder or financial institution in the entire Chargeback cycle. Respond and Challenge by assessing next steps to continue the recovery process in the Chargeback cycle. Decisioning Pre-Arbitration, Case Filing and Good- Faith Collections by maintaining a thorough understanding of all the Association Rules and Regulations and communicating to Cardholders on such matters.

• Identify, Investigate and Report each fraud types and trends as required through effective case management for analysis and review by adhering to Quality Standard Guidelines defined by clients and requirements and controls in relation to PCI Compliance Standards including Law Enforcement Agencies.

• Contact with Cardholders to verify the validity of Monetary / Non-Monetary activity and reporting customer feedback by adhering to Escalation matrix. Also mentoring of New hires by providing them Knowledge on Product, Process, Systems, PCI standards of the entire Chargeback cycle and also providing valuable coaching on identified Product and Process gaps.

Accenture, Dec 2015 – March 2018 (Business Process Delivery Senior Analyst)

• Monitor the progress of the session setup and execution activities for the planned sessions

• Communicated escalated and resolved program, course and training session issues (curriculum, financial, faculty, participant, logistics) with Strategic Delivery Planner and customer and Support the Strategic Delivery Planner in the annual/quarterly delivery planning process.

• Handled a team managing all training sessions for Internal and external clients of ACCENTURE SERVICES. Support would start right from managing the budget which includes but not limited to no of sessions involved, Cost for each sessions, Cost savings that can be done for the session without compromising on quality.

• Managed Venue sourcing requirements for sessions. Would check availability of Venues globally as per client requirement or would come up with other alternatives to the client without compromising the budget for the session and in the meantime the quality of the session as well.

• Also managed Faculty support by sourcing Faculties for a session. Would always try to provide the best faculty as per the geography of the session to cut down on faculty travelling cost without compromising on the quality This involves Sourcing of Faculties from Internal and External Vendors as per session and Client requirement and also Faculty Certifications.

• Assisted with remote Technical support for Faculties and participants where the session involves an ACLC

(Accenture Connected Learning Classroom) connecting classrooms from different Geography, Countries and for online sessions (SKYPE and ADOBE).

• Managed LMS (Learning Managing System) activities for sessions including but not limited to session creation and uploading on the Learning portal, Roster management (Approving, Wait listing, Rejecting participants as per session and client requirement), WBSE (Work Breakdown Structure Element) creation for charging participants and Faculties for the session (For Internal and External Vendors).

• Handled sending Communication Emails. Responsibilities include but not limited to in sending Nomination Emails to the right target audience to increase participant headcount for the session, sending follow up communications on sessions on specific dates to the nomination list reminding them of the session, Sending Participant and Faculty Logistics details which include session date, Location Time and Faculty name along with cancellation policies etc.

• Also assisted and managed Onsite support for sessions where support includes but not limited to providing local IT support on the spot, Attendance completion activities. Physically visiting the location and checking if the rooms are set as per the session requirements (Involves Room setup, AV requirements and Projector and computers etc), If the logistics for Participants and Faculties have arrived and have been distributed prior to the session, Catering, Tea / Coffee and Snacks Support for Participants and Faculties if involved in session's, Feedback collection from Participants and Faculties and sharing it with clients etc.,

• Managed Reporting Support Sessions to clients sending nomination details Session completion reports, feedback oriented reports and various others on a daily, monthly, quarterly basis as per the requirement of the Client.

• Have contributed to the overall leadership and vitality of the Delivery organization and supported the external client account teams with proposal development to sell the AL delivery services and also participate in presentations to the client.

• Fostered use of best practices and encouraged Delivery team innovations and Liaised with other teams outside of Delivery as needed.

Convergys, May 2015 till Nov 2015 (Team Leader)

• Worked in a project for AT & T (American Telephone & Telegraph) as a Team Leader (Supervisor) effectively handling team of 13 colleagues and key responsibilities include maintaining metrics such as AHT, Performance scores of team with respect to customer satisfaction, QA Scores and other KRA Related Attributes.

• Identifying the new prospects in the team to grow up the organizational ladder and leading by example with team performance to promote campaigns. Involved in documenting grievances, terminations, absences, performance reports, and compensation and benefits information. Was also involved in administrative duties such as recruiting and training (Process Oriented) new employees

CSS CORP, Aug 2007 till May 2015 (Team Leader)

• Worked as an Intraday Analyst (RTA) managing the SL (Service Level), Designing and managing reports for the clients and working on the RCA as per the client requirement

• Worked as a Team Leader (Supervisor) for various project's like VONAGE (B2B), VERIFONE (B2C), Singapore Post (B2C) handling a team of reportees managing customer and Technical support issues for clients. Maintaining of Project Metrics with respect to the client requirements

• People, Operational and floor management and all HR related issues, along with taking ownership with regards to staff development and problem resolution. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience on every call and also Conducting performance appraisal for the team. Work very closely with the team to solve customer problems. Also understanding reportees problems and weaknesses. Offers solutions and suggestions for process and product improvement to management / Clients EDUCATION

M.B.A (Operations Management) Madras University Chennai• Year (2013 – 2015)

B. A. (English Literature) Madras University Chennai • Year (2009 • 2012)

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