Data Analyst Customer Service

Prafull Tiwari

Mobile: 981*******

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

Credit Bureau Dispute Analyst: Barclays

SYNOPSIS

Meticulous and highly accomplished professional with more than 5 years of overall experience in business analysis in financial industry specialized in implementation of financial tools, governance, quality and forecasting; Result-oriented decisive leader to maintain high quality standards to meet challenges of this fast paced, high turn-over industry; Tendency to thrive in fluid environments while remaining pragmatic and focused; Highly ethical, trustworthy and discreet.

Background includes high level oversight of Reporting, People/ Team Management, Process Excellence

Experience in providing guidance and oversight regarding risk framework implementation

Handled various highly confidential, corporate priority projects which involved frequent internal and external communication as well as coordination with various business areas

Successfully identified and improved the contents of various reports and projects in collaboration with project manager and Heads of the Department

Adept at working in high pressure environments with strict deadlines & multiple deliverables to implement best practices that consistently deliver outstanding results;

Superior communications and interpersonal skills, multitasking with an ability to interact with a wide range of people

Mentoring and capacity building, providing leadership and fostering the culture of performance management

Approx. 2 years of hands on TSYS experience.

Extra-Curricular Activities

●Collate and share Mandatory Trainings reports to Leaders.

●Leading Colleague Engagement Team for CBD team.

●Mentored new joiners and arrange sessions to share best practice and clear their doubts.

CAREER CONTOUR

Barclays Global Service Centre Private Limited. July 2018 – Present

Current Profile - Credit Bureau Disputes Analyst

Barclays Global Service Center, Noida (July’18-Till date)

Credit Bureau Data Analyst

Dealing with cases received by Credit Bureaus, investigate and approve the cases based on Identity and Verification standards

Cross skilled across all processes within the department – Unified Client Hierarchy, Identity Service, Data Remediation.

Identified the reasons of error and failure; suggesting and implementing the changes required for better results.

Identifying and eliminating the elements of risk on the accounts/cases, handling ID Theft cases and DPA breaches and conducting thorough investigations.

Receiving, handling and resolving disputes from credit bureaus regarding consumers’ credit file and reporting back accurate data.

Strong understanding of Financial Crime regulations and policies (AML, Sanctions, and Anti-Bribery and Corruption).

Proficient in doing quality checks for the team, sharing the relevant feedbacks to the individual and sharing the reports to the internal stakeholders.

Additional Responsibilities:

Prepared and delivered a formal training sessions on various complex topics in the team

Taking personal ownership for self-development and the development of colleagues through the sharing of best practices

100% Participation in team meetings, being proactive in sharing new ideas on how to improve things for the team.

Arranging one to one sessions for colleagues to help and support with process related queries and best practices to improve quality scores.

Worked as a Personal Banker –Essential Banking and OMNI

Profile includes resolving complex queries and complaints at FPOC

Providing excellent service that helps customers to meet their day to day banking needs

Participating fully in team meetings, being proactive in sharing new ideas on how to improve things for the team and customers

Delighting the customers by offering a professional, caring, consistent and outstanding level of customer service, whereby an emotional connection with the customer is built

Additional Responsibilities:

Performance of quality assurance activities including monitoring chats and recommending corrective actions

Sharing regular monitoring findings with the Team leaders, AVP and other stakeholders to take necessary action as per business policies

Working as a permanent support since 2 months where the primary job is to manage the queue and non-adherence while supporting the agents with complex queries

Highlighting the process updates as a Communications SPOC

Sending daily complaints status with the Leadership and Stakeholders

Validate HRP Chats real-time as an HRP SPOC

Prepared and delivered a formal training session on various complex topics in the team

Initiatives:

Started an Internal Project on disconnection of chats on the process level

Provided process level insights to reduce the referrals for Barclaycard and Lending queries.

Professional Achievements – Barclays Shared Services

Star Performer of the quarter – 2021

Super Hero Award: Star Performer of the month: June’19

Detractor less banker of the year – 2018

Best Performer Q2-OMNI

CONVERGYS INDIA SERVICES (27th February 2017 to 25th July 2018)

Worked as an SME in AT&T Mobility Process and handled escalation chats from same department and unresolved queries

Inbound chats for technical faults on mobile phones, landlines and modems

Prepare NPS data for the team

Achievement/Awards – During the tenure with Convergys

Awarded best trainee in AT&T Mobility Chat

Awarded ‘Tech Guru’ for consecutively 5 months

Awarded for best NPS on the floor numerous times

Other experiences apart from corporates:

3 years teaching experience in Achievers Institute

Worked at promotional events of Intel, Google, Godrej, HP, Fortis and Apple

Strengths and Skills:

Presentation Skills

Integrity

Team Player

Excellent problem solving skills

Proficiency in MS Office

ACADEMIC DOSSIER

Higher Diploma in Information Technology from NIIT

12th from ISC Board. Secured 71% marks

10th from ICSE board. Secured 84% marks

PERSONAL INFORMATION:

DOB: 09.12.1995

Gender: Male

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