Data Analyst Csr
Resume:
Veena Dhanraj
Email: ********@*****.***
Cell: 302-***-****
Summary
• Over 8+ years of experience across Banking, Human Resource, Recruitment and Administration. Good financial banking knowledge involving lending, payments, collection and fraud. Knowledge in maintaining general ledger and administration work. Excellent communication and writing ability, Multitasking and committed to deadlines.
Skillset & Tools
• MS Office Suite – Excel, Word, PowerPoint, Outlook, Communicator – Skype
• Sharepoint, Tableau Reports, Confluence
• Applications (ASD Hogan)
• Account analysis – SAR Reporting, Fraud alerts
Education
Bachelor of Commerce (Financial Management) Bangalore University, Karnataka, India. Experience Summary
Standard Chartered Bank
Position : Team Lead & Analyst CRM
Period : Jun 2013 – Mar 2016
Work location : Bangalore, India
Responsibilities
• Review of client accounts of charges and transcribed client’s concerns
• Determined existing complaints by analyzing account data and transaction patterns
• Researched, escalated, and communicated dispositions to various investigation units and management based on fraud alerts via bank’s case management systems
• Carried out on-call resolutions and risk process improvements for increased client satisfaction and compliance efficiency within contact center
• Supported new and current team members with fraud case queries when necessary
• Strengthened client relationships by educating them of raising fraudulent activities/patterns and ensuring them of their asset’s protection
• Ensured team consistently met monthly metrics while adhering to bank’s compliance controls and standards
• Researched and reported suspicious accounts via correspondent banking, transaction monitoring, and SAR files
• Investigated loan, KYC and referred accounts with (checks, wires, ACH, credit, debit, ATM, etc.) that were alerted to mitigate the cases with evidence
• Trained new hires for Credit and Debit card fraud / transaction analysis
• Knowledge on Payment processing, compliance, closeouts, risk review
• Liaising at all levels of business professionals across different departments for various clients
• Prioritize the daily work & assign the critical tasks to the team
• Review & track the status - mid day & end of day status
• Review and sign off the EOD reports
Position : Data Analyst
Customer : Astra Zeneca
Period : Mar 2007 - Dec 2007
Work location : Wilmington, DE
Responsibilities
• Daily data feed report generation and compilation
• Analysis of the monthly and quarterly data and summary reporting
• Support Project Managers in an administrative capacity with a variety of other assignments
• Reviewed and updated existing reports as necessary with complete analysis
• Excellent desktop skills including Microsoft Excel, PowerPoint and other Office applications
• Good with analysis using Pivot table
• Facilitate & conduct weekly meetings
• Co-ordinated with various teams to review the drug data analysis
• Collate the meeting materials from various teams
• Prepare meeting decks for the project manager
• Timely follow-ups done for all pending data
Vensoft Solutions
Position : HR Recruitment
Period : Jun 2005 – Dec 2006
Work Location : Newark, DE
Responsibilities
• Design standardized resume descriptions across levels that are inclusive and engaging to help drive successful recruitment of talent
• Partner with other recruiting consultancy and maintain an accessible network and pipeline of qualified candidates
• Complete search assignments and proactively conduct outreach to identify qualified candidates
• Effectively and accurately assess talent to understand where candidates best fit within the organization through partnership with Client managers
• Handled work involving Business writing, Client interaction, Accounts and Marketing
• Maintained complete records of employees of the company
• Co-ordinated with various clients in processing consultant’s profiles and agreements
• Handled company records such as Quarterly & Yearly Taxes, Payroll, expenses, cash advances, appointment letters, relieving letters, and employee’s personal files
• Handled Accounts payable and receivables record
• Timely follow-ups done for issues and queries
• Proactively established and earned vendor ship for the company
• Reviewed and updated existing records as necessary with complete analysis and compilation
• Responsible for the complete monthly payroll information and process
• Received appreciation in attaining contracts with various clients during the tenure Standard Chartered Bank
Position : Asset Service Desk Officer
Period : May 2004- September 2004
Position : Phone Banking Executive - Applications
Period : July 2002 – April 2004
Work Location : Bangalore, India
Responsibilities
• Has ASD officer, have handled the Mortgage, Auto loans and Personal Loans clients smoothly
• Handled inbound and outbound calls
• Worked both as the team member and 1st level escalation member
• Handled escalation cases & had good success with resolution
• Revised and published the inhouse training guides and user manuals
• Worked closely with phone banking and personal loan team to design and create effective sales- oriented database
• Reviewed logging system CHATS for CSR’s and initiated for more modifications to log in customer complaints and hence timely solution
• Data management on the contact center calls and classification of calls
• Knowledge transition on IVR system to the business teams upon addition of phone lines
• Reports for usage by ASD officers for timely reporting of Weekly, Fortnightly and Monthly status
• Reviewed complete records maintained and created before presenting to the Audit
• Recognized and awarded by Home loans manager for retention of a high valued customer while analyzing the case on closure
CADD Centre Services
Position : Coordinator & Counselor
Period : Jan 2001 – Feb 2002
Work Location : Bangalore, India
Responsibilities
• Worked as assistant in the graphics department for CADD products.
• Involved with the advertising and marketing department in preparing the brochures and flyers for various programs conducted by the organization like CADD Quest, Graphics Quest, Do it Now.
• Designed images using 3DStudio Max & Photoshop.
• Provided write up using MS Word and Office for Company Quarterly Magazines.
• Reviewed the Company’s process and methods of marketing and the same was circulated to franchise centers.
• Given a brief description about the courses offered.
• Achieved the Sales targets given for month.
• Recorded the database with up to date information.
• Explained on various combined offers on courses offered to improve Sales.
• Made sure students were advised the right courses.
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