Customer Support
Resume:
Shiny Sequeira
Professional Summary
A self-motivated professional who loves setting benchmarks for myself. I constantly strive for excellence and love getting recognized for all I do. In a lookout for a position related to Customer Service, Support Services, Risk Management, Support Services, Training or Quality which will enable me to use my strong organizational and logical skills, educational background, and ability to work well with people.
Work History
LinkedIn - Senior Customer Operations Support Specialist Bengaluru, KA
04/2017 - 07/2019
Responsible for receiving, processing, investigating, and resolving customer disputes, fraud cases, and legal compliance issues. Report and reconciliation of disputes as well as minimizing risk and loss
Communicating directly with our members via email, and assist them with keeping them safe and enforcing our User Agreement and Privacy Policy
Handle manager and team escalation via call and email
Mentoring and training of other specialists as well as new joiners
Managing end to end quality of the team, which includes - quality audits, coaching, performance improvement
LinkedIn - Interim Team Lead - Customer Operations Support Specialist
Bengaluru, KA
04/2017 - 05/2018
Managed all the operational needs for 16 contractors end to end
Responsible for training, mentoring, audits and coaching for all the individuals
Performed data analysis and reported the same to the leadership on a daily, weekly and monthly basis
Responsible for creating performance reports and sending them to the management as well as the team
Responsible to creating a fun and motivational space for the contractors *****.********@*****.***
Dubai, UAE 128128
https://www.linkedin.com/in/shinysequ
eira/
Skills
Microsoft Suite (Word, Excel, PowerPoint,
Outlook)
Customer Relationship Management
(CRM)
CSR
Team Work
Fraud Investigation
Data analysis
Data Reporting
Team management
Strong written and verbal communication
Risk management processes and analysis
Public speaking
Training Specialist
Quality Specialist
Education
2013
Mount Carmel College
Bengaluru, India
Bachelor of Commerce
2008
LinkedIn - Customer Operations Support Specialist
Bengaluru, KA
04/2016 - 03/2017
Responsible for researching and resolving all issues related to Terms of Service violations.
Effectively identifying problems and trends which will help protect members from the dark side of the internet world.
Communicate effectively and concisely with members to help resolve cases in written form.
Assist in day-to-day risk-related job functions including risk reporting and other duties as needed.
Review and approve sponsored and basic ads which go on the platform.
Collaborating with the appropriate stakeholders to protect our members proactively.
LinkedIn - Customer Operations Support Specialist
Bengaluru, KA
09/2014 - 03/2016
Responsible for researching and resolving all issues related to Terms of Service violations.
Effectively identifying problems and trends which will help protect members from the dark side of the internet world.
Communicate effectively and concisely with members to help resolve cases in written form.
Ensuring LinkedIn's User agreement is understood and followed thoroughly by our members.
Review and approve sponsored and basic ads which go on the platform
Collaborating with the appropriate stakeholders to protect our members proactively.
Goldman Sachs - Analyst - Credit Derivatives
Bengaluru, KA
05/2013 - 07/2014
Credit Derivatives sits within Derivative Operations and supports trading and sales personnel across multiple products and regions. My primary responsibility was to settle and pre-confirm Credit Derivatives and Mortgage trades. Also, manage the post execution processing of Derivative trades across products such as CDS, Index, Mortgage & Loan CDS.
Managed Settlements for Rothesay Life.
Goldman Sachs - Intern - Credit Derivatives
Bengaluru, KA
04/2012 - 05/2012
Contributed to the BAU of the team by running time sensitive reports globally.
Worked on 3 projects to help improve efficiency within the team and to help reduce manual touch.
St Francis Xavier Girls High School
Karnataka, India
ICSE
Languages
English
Hindi
Personal Details
Date of birth - 24 Aug 1992
Gender - Female
Nationality - Indian
Visa Status - Visit Visa
.
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