Customer Handling

RESUME

Manikandan Ravishankar

Email ID :********@*****.***

Mobile : 784-***-****

WORK EXPERIENCE

Mashreq Global Service

Job title : Team Leader

Chargeback from July 2019 to till date

• Handling Acquiring customer disputes.

• Decision making on Fulfillment and Representment.

• Handling Pre-Arbitration, Pre-compliance and Goodfaith.

• Handling Arbitration and Compliance.

• Tracking fund disbursement / fee collection.

• Liaising with other banks and customers regarding dispute.

• Preparing MIS on daily activity and month reports.

• Managing internal customer complaints.

• Allocating work to team and tracking the workflow.

WNS Global Service

Job title : Lead Associate

Chargeback from May 2018 to July 2019

• Handling Issuing and Acquiring customer disputes.

• Handling UAE Switch Issuing and Acquiring.

• Decision making on Fulfillment and Representment.

• Handling Pre-Arbitration, Pre-compliance and Goodfaith.

• Handling Arbitration and Compliance.

• Tracking fund disbursement / fee collection.

• Handling Merchant Acquiring (Settlement, Payment and Merchant Disputes).

• Liaising with other banks and customers regarding dispute.

• Preparing MIS on daily activity and month reports.

• Handling Settlement, Card Maintenance and KYC process.

• Managing internal customer complaints.

Hong Kong and Shanghai Banking Corporation

Current Job Title: Senior Officer

Chargebacks from August 2013 to October 2017

Handling credit and debit card customer disputes.

Decision making on Fulfillment and Representment.

Handling Pre-Arbitration, Pre-compliance and Goodfaith.

Handling Arbitration and Compliance.

Suspense Accounts Reconciliation, tracking fund disbursement / fee collection.

Preparing MIS on daily activity and month reports.

Liaising with other banks and customers regarding dispute.

Managing vendor team.

Managing internal customer complaints.

Customer Connect Team from December 2010 to July 2013

Handling Level I – Credit card, debit card and retail assets requests/compliant comes through ****@****.**.**

Handling Mail complaints

Handling Level II Complaints – Paper Complaints.

Act as a preferred solution provider, provide customer focused and responsive service to customers / customer service groups.

Customer queries (Mails / Calls /RMS /Feedback from customer connect, contact center, C-Connect & branches)are addressed showcasing the value of responsiveness

Proactive action to prevent customer dissatisfaction.

Have complete knowledge on credit cards. Ensuring that every customer request has been addressed.

Experience on Credit Card Operations Testing

Abiding to the card scheme compliance traceability matrix and creating simulator.

Submitting Regression test scripts.

Initiating Business regression testing.

Initiating Defects in-case of issue.

Working on the scripts to get passed.

Updating QC.

Was part of Compliance and UAT testing (Frond end) for the below applications

Kana

WHIRL

E-Champs

Request Management/Omni flow

E-helpline

HUB

Vision plus

HP QC Center

Base 2000

Achievements

Cross functional trained on RISK process, Settlements, KYC.

100% TAT conformance on all the process mentioned above.

Received “Bravo Award” twice for best performance.

Education / Academic Background & Other Professional Qualification

Qualification

School/College/University

Year

MBA I.T

NIBM

2013

B.B.M

University of Madras

2010

Personal Details

Full Name : Manikandan R

Date of Birth : 05 June 1984

Location : Chennai

Contact this candidate