Mental Health Engineer

Prasanna Kumar V

Mobile: +91-636*******/+91-900*******

Email Address: ***********@*****.***

CARRIER GOALS AND OBJECTIVES:

Looking forward to the great opportunity in your booming organization, to prove my talents in my profession and to part-take and bring great results & achievements of revenue for the organization, which would also give me job satisfaction and carrier growth.

RECENT JOB RPOFILE:

Recently, worked as WFM Analyst for the role of Scheduling & Capacity Management for TD–Easy–Line Trust. Handled TD–Easy–Line, Canadian Banking Process with Capacity of 230 seats in different shifts in the process.

The role has given me responsibilities as a process administrator & Co-ordinator for the process, internally with Mphasis Management Teams and externally with clients as well. It Includes managing reports to the Management teams requests (QA’s, UM’s, OM’s and top management team) internally, and Client Job roles like allotting Communication meetings, Client Meetings, Coaching Slots to UM’s, and Feedback Slots for agents by QA’s and other reports requested by clients on the requirement. Responsible for Tech issues of Citrix applications like Gate Way, TD E-Resource, Lotus Notes, TD Thrive, C3, and S3 Applications by fixing immediately, while agents on calls. Also, attend Tech calls with Clients along with Ping chat and Tech Tracker weekly.

Daily Reports: ISAR, Attendance Tracker, Staffing List, YTD Compliance Tracker, LEI Dashboard Report Tracker, Daily Performance Report Tracker, Daily Accreditation Login Hours Report, Support Team Login Hours Reports, OT Tracker, Non–Phones (For Coding on IEX), AWOI Tracker, Clean–Desk Policy Tracker, CCT, Advice Unit Report, Statistics, EOD AHT Report, AHT Report, Schedule Delivery Report, EOD Schedule Delivery Report, LEI Report. Weekly Reports: Statistics, Rosters, Transport Validation, LMS Compliance Tracker, Hurdle Document, Governance Deck, Fraud NCL, PIP Data, Short Calls, Service Fee Reversal, Advice Unit Report, OM Wise Performance, UM Wise Performance, UM Out of Office Tracker are the reports handled in TD Easy Line.

JOB PROFILE AS SENIOR CSE & BACK OFFICE OPERATIONS:

Resolved all the Issues of Customers by attending international phone calls routed From UK and Answered Customer queries through online tools called, Prophet–CRM, Credit Care, and via other Citrix applications.

Worked for UK Bank–Capital One for service operations for back-office and led a small team of 15 for a project called “Voice–Sage” for UK clients. It is a Bank Backend Service Operations for Credit Cards.

The AML Process followed very confidently with client set of regulations governed by FCA and Fraud policies followed Strictly & Fraudulent transactions are investigated to identify them if they really fall under fraud or dispute, following the procedures after identifying the transactions.

Worked for a blended team of Credit Card Collections & Backend operations.

Amend/rectify/Scrutinize/investigate credits files and amend it as per customer’s query through tool call credit and Equifax. Below are a few query types.

Pins and Plastics issued & handled through Prophet, Credit Care, and TS2 tools. Escalations sent to UK Capital One Bank Managers called ECS/ECM.

Payment services, Direct Debits set up, Balance Transfers, fund Transfers via IBAN & SWIFT, Credit Balance refunds, LPF, and OVL, Financial Adjustments are resolved with the TS2 and Prophet tools.

PPI Insurance, Travel Insurance, Personal Loans, Bankruptcy, Unable to pay due to Unemployment, Deceased queries should be reported to ERC and UK Recoveries & Financial Ombud’s man queries.

Data protection act, consumer credit act 75&78(UK Legal Laws), TCF–Treating Customers Fairly, FCA–Financial Conduct Authority is the legal laws of bank. Compliance and Quality green scores were maintained by me.

SKILLS AND ABILITIES:

PERSONALITY SKILLS:

Good Team Player

Willing to shoulder challenges and responsibilities.

Self–motivated to learn new technology applicable to the work environment.

Hard work and sincerity in a given profession and position and open to feedback.

Good communication skills and comprehensive understanding with articulate grasping.

Ability to analyze issues and find the right resolution.

Affability and easy to mingle with any cultured social member in the profession and personal life.

PROFESSIONAL SKILLS:

CRM Management skills. GUI Access Application Tools (Loop test, D Slam Networking Ports, DSLAM Ports).

Citrix’s Applications ( Gate Way, Lotus Notes, C3, S3, TS2, Prophet, Credit Care, Call Credit, Knowledge Link, Arcote, PRSS, Help files, SAS, Athena, Apollo, Equifax, Nice–IEX, and PayPal) are well known applications used in my job roles.

TECHNICAL SKILLS:

MS Office Suite Tools (MS Word, MS Excel, V–Lookup, H–Lookup).

Hardware and Networking Basics. Windows 98&200, Windows XP, Windows 7, 8&10– Operating Systems.

IEX, RTA, Score Card, E–bank CCP work Tool, and CISCO Applications.

Worked with these SD Applications as Sr.Tech Support Engineer–Active Directory for Windows, Active Directory for SCCM, VDI, VPN, MySVO, MySOVx, JUMP WORD, RAA, SmartiT, WebCsr, SCCM Web, VIP, VIPMGR, BMC Remedy, Blue Zone–SEI, E–Pass, VmSphere, Partner Care, Proof Point, VisaCats, MyIT, MyAccess, Cisco Admin, and Remote Access.

EDUCATIONAL QUALIFICATION DETAILS:

COURSE

EDUCATIONAL INSTITUTE

SUBJECTS

% OBTAINED

COMPLETED YEAR

SSLC/SSC

AP–Education Board

SSC

68%

1989–1999

INTERMEDIATE/PUC

Perosia College –AP

HES

70%

2000–2002

DIPLOMA

SFS Suvidya College–Affiliated to the Pontifical University Of Urbaniana Rome

Philosophy & Psychology

76%

2003–2004

Degree-BBA-Regular

BBA - Studying Sri- Venkateshwara Open University (Weekend College Class Hours)

Business Management, Marketing & HRM

1st year completed

2019–2022

RECENT CERTIFICATIONS:

Six Sigma in Green Belt Certified Professional from VSkills

Mini MBA Certificate from IBMI -Human Resource Management Certificate from IBMI (Economics And International Business Certificate from IBMI & Finance and Accounting Certificate from IBMI in 2020, Marketing and Communications Certificate from IBMI & Strategy and Operations Certificate from IBMI in 2020)

Essential Management Skills Certificate from IBMI

Project Management Certificate from IBMI & Innovation Management Certificate from IBMI in 2020

Communication Skills Certificate from IBMI in 2020

General English Certification Test (GECT) from IBMI in 2020

Business English Certification Test (BECT) from IBMI in 2020

Customer Service, Administrative Skills, Hotel Management, Successful Facility Management from Oxford University via E Learning College for Distance Education.

Introduction to Operations Management, Understanding Operations Management & Employee Engagement from The Open University, from England, UK (United Kingdom)

Mental Health in Healthcare Professionals, COVID-19 Vaccine Development and Novel Therapeutics & Prolonged Recovery from COVID-19 Diagnostic and Therapeutic Challenges, from Harvard Medical School

Holistic Health Coach Certificate, Life Coach Certificate, Wellness Coach Certificate from CPD-UK

IT/APPS COURSES (Mphasis Internal Skill Portal –Percipio-UK):

ITIL @R Foundation Course, 7 Certifications

Microsoft Excel (Basics, Formulas and Formatting Data), 6 Certifications

Android App Development–S1 & Developing Android Applications–S1, 16 Certifications

Automation Testing, Agile Testing, Software Testing & Manual Testing–S1, 10 Certifications

Artificial Intelligence–S1, 8 Certifications

Data Science, Python, Microsoft Power Bi & Java 8–S1, 34 Certifications

Execution Rigour – S1 & iOS Application Development Fundamentals – S1, 22 Certifications

BANKING CERTIFICATIONS FROM KESDEE INC-UK, DURING 2017–2019

Basics Of Banking

Banking HRM Certificate

Bank Branch Management of Trade Finance Certificate

Brokerage Operations & Anti Money laundering

WORK EXPERIENCE WITH CETIFICATION:

Worked with Ness Technologies as Assistant Admin for Office-Desk Operations from June 2004 to Sept 2005.

Worked with AEGIS BPO (Customer First) as Call Centre officer from December 2005 to August 2006.

Worked with ING VYSYA BANK as Financial Consultant from September 2006 to December 2008.

Worked with SPIDER SECURITY SERVICES as Administrator From January 2009 to April 2010.

Recently worked with Mphasis (An HP Company) as Senior Associate, WFM & as Sr.Tech Support Engineer from June 2010 to July 2020.

PERSONAL DETAILS:

Name Prasanna Kumar. V

Age & Date of Birth 36 YRS, 1 July 1984.

Languages Known English, Hindi, Telugu, Kannada, Tamil and Malayalam.

Gender Male

Marital Status Unmarried

Nationality Indian

HOBBIES AND PERSONAL INTERESTS:

Plays all sports and Games, Indoor and Outdoor.

Interested in creative activities, innovations and updated technology.

Hobbies are singing, listening to melodious music and browsing the net.

Date:

Place: Bangalore. Mr Prasanna Kumar V

Contact this candidate