Customer Operator

Professional Summary

Dynamic and motivated professional with over 8 years of experience in Revenue Assurance and Fraud Management. Skilled in building cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges.

Excellent in interaction with Business teams to understand new requirements, discussion of requirements with the development team, configuration of new rules based on these requirements, enabling these rules in production server, validating of accounts which have violated the defined rules.

Adaptable and transformational leader with an ability to work independently, creating effective presentations, and managing projects from concept to completion that further establish organizational goals.

Work Authorization – Permanent Resident (Green Card Holder)

Work History

Project

Teaching

Duration

2nd Jan 2019 – Present

School

International Montessori Schools

Role

Teacher

Grade

Pre-primary

Roles and Responsibilities

Responsible for taking practical sessions based on theoretical subjects, coordinating games and fun activities among children.

Responsible for teaching and executing children's activities in school from conception to completion.

Making use of various fun activities, play and interactive activities to develop language and vocabulary among children. This approach of combining play and interactive activities made children to learn with ease, increased their interest and attention on academic learning, helped them to learn letter recognition, helped children to learn numbers, science and nature with ease and interest.

Responsible for taking story telling sessions for children and thereby helped the children to increase their vocabulary and creative thinking.

Taking care of each child individually and attended their problems in lessons.

Project

Teaching

Duration

May 2012 – Dec 2013

School

Vibgyor High School

Role

Teacher

Grade

Kindergarten

Roles and Responsibilities

Responsible for taking practical sessions based on theoretical subjects, coordinating games and fun activities among children.

Responsible for teaching and executing children's activities in school from conception to completion.

Making use of various fun activities, play and interactive activities to develop language and vocabulary among children. This approach of combining play and interactive activities made children to learn with ease, increased their interest and attention on academic learning, helped them to learn letter recognition, helped children to learn numbers, science and nature with ease and interest.

Responsible for taking story telling sessions for children and thereby helped the children to increase their vocabulary and creative thinking.

Making use of audio visual aid in my teaching to children and by these children could learn lessons interestingly with ease.

Taking care of each child individually and attended their problems in lessons.

Preparing the lessons by reading the school planners on a daily basis.

Project

Revenue Assurance and Fraud Management

Duration

Jul 2003 – Jun 2011

Company

Reliance Communication Ltd.

Role

Revenue Assurance and Fraud Analyst

Environment

Subex Azure, Sotas

Project Description

Call Fingerprinting, Subscription Fraud/Dedupp, Cloning, Illegal Call Routing, Call Profiling, High Usage International Calls, High Usage International Roaming Calls, Audit of High Negative Balance Customer Accounts, Credit Cards Payment Fraud, Audit of Adjustments and Waivers passed in Customer Accounts, Audit of Service Reactivations and Reactivation of Cheque Bounce Cases, Review of Postpaid to Prepaid Migration Cases, Monitoring of High Long Duration Calls, Monitoring of High Call Count Cases

Impact

This project enabled the company:

To minimize and prevent fraudulent activities and thereby reducing huge amount of revenue loss.

To identify customers involved in fraudulent activities and blacklist those customers for further prevention of revenue loss.

Roles and Responsibilities

Responsible for Revenue Assurance and Fraud Control of around 300,000 Consumer connections and 100,000 Corporate connections by keeping proper checks & controls so as to assure that no revenue leakage occurs.

Managing entire operational functions of Fraud Control Team. Guide, direct and train the Team members in their work in terms of case disposal, new processes and system knowledge and to ensure early resolution of the issues hightlighted.

Ensure proper case disposals for cases handled by Fraud Analysts within 24 hours.

Investigate cases involving fraudulent activities, trends highlighted by Fraud Control System, identifying areas of revenue leakage. Take corrective steps for its resolution and recommend changes in policies / processes for controlling such frauds.

Effective Implementation and operationalizing of Azure Fraud Control System (AFCS) based on the business requirements.

Identify variances in Fraud Control System (vis-à-vis defined configurations) and highlight appropriately for resolution.

Identify deviations in activities conducted at circles in concurrence with the laid down processes and highlight appropriately for necessary actions.

Configuration of the Rules in Fraud Control System, validation of accounts which have violated the defined rules and conduct final UAT of the Rules and functionalities of the Fraud Control System.

Documentation and Rolling out a Process for Revenue Assurance and Fraud Management operations.

Preparing and implementing processes for various audit activities of Revenue Assurance and Fraud Management.

Conducting audit on waivers and adjustments given to high category Corporate connections.

Projects

Description

Call Fingerprinting

Detection of customers whose calling patterns match with those of fraudulent /blacklisted customers.

Subscription Fraud/Dedupp

Identification and elimination of the fraud customers taking subscriptions again by detecting their re-entry immediately after acquisition

Cloning

To identify, analyze and resolve alarms generated in the system for the mobile numbers which are suspected to be cloned based on Call Collision(overlapping of CDRs) and Call Velocity(geographic violation) .

Illegal Call Routing

Identification of customers involved in illegal call routing targeting the new customers having more number of connections and making high number of calls throughout the day, high number of calls during the night and high number of calls made and received while roaming across the country.

Call Profiling

Detection of deviations /variances in customers’ calling patterns and highlighting these for arresting potential fraudulent usage.

High Usage International Calls

Monitoring high usage international calling customers by checking previous invoices to see if he/she has made calls to the same Destination Number or the same country as seen in system CDRs, which have violated the Rule. Comparing customer's present calling pattern with previous calling pattern.

High Usage International Roaming Calls

Restriction of fraudulent /abnormal usage of International roaming

customers (out-roamers), thereby saving Revenue Loss to the company.

Reporting high usage of International roaming customers of roaming partners of the company (In-roamers), which is mandatory as per agreement.

Audit of High Negative Balance Customer Accounts

Detection of fraudulent payments or incorrect payments posted by frontliners. Customers having high negative account balance are closely monitored for internal frauds in the way of incorrect payment posting, either intentionally or by mistake.

Credit Cards Payment Fraud

To minimize chargeback received from Bank for fraudulent Credit Card transactions made by customers thereby reducing potential revenue loss of the company. Analysis of online credit card payments made by customers through company’s portal or handset.

Audit of Adjustments and Waivers passed in Customer Accounts

Identification of Internal Frauds relating to ;

Non – justifiable adjustments passed in customers’ accounts to avoid churn.

Frontliners passing fraudulent adjustments in friends or relatives accounts.

Frontliners passing fraudulent adjustments of specific POS to superficially manage accounts.

Audit of Service Reactivations and Reactivation of Cheque Bounce Cases

Restriction of fraudulent activations/reactivations done by frontliners, thereby reducing internal frauds as well as usage related frauds and to curtail fraudulent Cheque payments made by the Customers in Corporate Groups.

Review of Postpaid to Prepaid Migration Cases

Analysis of customer accounts migrated from postpaid connection to prepaid connection without clearing the outstanding amount before migration.

Monitoring of High Long Duration Calls

Monitoring and analysis of customer accounts with very high long duration calls.

Monitoring of High Call Count Cases

Monitoring and analysis of customer accounts with very high number of calls.

Project

Enterprise and Consumer Billing Operations

Duration

Jan 2003 – Jun 2003

Company

Reliance Communication Ltd.

Role

Enterprise and Consumer Billing Operator

Environment

Intec Singl.eView

Roles and Responsibilities

Reconciliation of Payment Files & Customer Upload Files

Responsible for Call Detail Records rating / Re-rating

Project

Online Equity Trading

Duration

Mar 2002 – Dec 2002

Company

SSKI Investors Ltd.

Role

Online Trading Operator

Environment

Speed Trade

Roles and Responsibilities

Serving online Trading Customers with all queries & Inquiries.

Managing Clients relationship with the prospective Clients.

Building Clients Database.

Liaisoning with Sales & Marketing Team to affix appointments with Prospective Clients.

Technologies and Applications

LANGUAGES

C, C++

DATABASE

Oracle 8, MS-Access

OPERATING SYSTEMS

WINDOWS, UNIX

TOOLS

Subex Azure, Sotas, Intec Singl.eView, Speed Trade

Certifications

Certificate in Computing (UNIX, C, C++) from SSI Institute in Dec, 1999

Project 1

UNIX Operating System Tutorial

Project Description

This Tutor is an informative package and made for those users, who want to learn UNIX operating system without using UNIX server. This s/w is platform independent and easily portable also requires less memory.

This s/w gives step by step methods to learn different features of UNIX such as VI-EDITOR, SHELL SCRIPT, COMMANDS & many more. One special feature of this s/w is QUIZ SESSION in which user is fired with questions.

Project 2

Banking System

Project Description

Developed using ‘ C++ ‘ Language

The system automizes banking procedures and operations such as maintenance and transactions of all account types, Money transfers, Cheque Processing, interest calculations, etc. The system also includes addition of new customer, updating of his details, deletion of records for the account closed, Daily Reports, Monthly Reports, Customer wise Reports, Transaction Reports.

Education

Degree

College/ University

Year of Passing

MBA Finance

Symbiosis Management Institute, Pune

2006

Bachelor of Science

B. N. Bandodkar College, Mumbai University

2001

Personal Information

Date of Birth

10/24/1980

Marital Status

Married

Nationality

Indian

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