Support Specialist Customer Service

JERRY THOMAS

+91-636******* – *****.******@****.** - Bangalore, India

PERSONAL PROFILE

A pragmatic and highly motivated Analyst, a Support Specialist with a Graduation in B.com and 14+ years of work experience in various domains. Extensive experience in end-to-end project life cycle and possesses sound practical knowledge in KYC, Client Data, Technical Support and Customer Service Management and Business Analysis. Strong communicator and consistently delivers results that exceed client expectations. Proficient in problem-solving and issue resolution by bringing a flexible and adaptable approach, with a proven track record of delivering exceptional results. SKILLS:

- Quality Control - Customer Relations - Business Process - Advanced experience using Microsoft Suite

[Word, Excel, Project, and PowerPoint] - Process Expert –Requirement Analysis – GAP Analysis WORK EXPERIENCE

J.P. MORGAN CHASE&CO.

TEAM LEAD (PARTY REFERENCE DATA.)

October 2022 – September 2024

Partner with Clients, Sales, Solutions, Implementation, Client Service Managers, and downstream teams for seamless completion of the assigned task.

Partner with Global Party Reference Data Process leads on current state assessment, defining solutions, testing, and implementing operating models for party creation and maintenance.

Identify operational synergies with Client Onboarding, Know Your Customer (KYC) and other business stakeholders to eliminate redundant and/or manual processes

Manage the tech enhancement, Data Quality, Functional ID Access Management, and other data attribute updates with the help of tech partners in the event of system failures

Reviewing the client data to ensure all the documentation is accurately meeting the KYC Standards set by the bank such as Customer Identification Program (CIP), Enhanced Due Diligence (EDD), Product Due Diligence (PDD), Specialized Due Diligence (SpDD). And Highlight the Discrepancies if there are any while making sure the Confidentiality of the Client Information is maintained.

Understanding and implementation of KYC standards, Guidelines, policies and procedures and team up with various LOB and GFCC team to get a holistic review on a specified account.

Monitoring the team’s performance and quality of delivery against the agreed SLAs and standard operating procedure (SOP)

Involved in the Regulatory projects like Chinese Name Update, 5 AMLD Belgium, Philippines date of Registration etc.

Perform process controls including, but not limited to, exceptions monitoring, data integrity, key performance and risk indicators, document tracking etc.

Identifying the pain points and implementing the adequate measures to maximize the standards to meet Clients desired level.

Mentor and motivate teams to achieve productivity and quality

Coordinating with Tech team to facilitate smooth JIRA and UAT testing phase and ensure that all the possible scenarios are tested and reported

Find root cause for Queries/rejects and extend support with high level of accuracy.

Take ownership of the task and should be accountable for the task delivered or undelivered.

Provide on-Job as well as classroom training to new joiners.

Worked on statements in natural language plus diagrams of the services the system provides and its operational constraints.

Worked on requirements that were written as natural language sentences supplemented by diagrams and tables which can be understood by users.

Worked on a structured document which sets out detailed descriptions of the system’s functions, services and operational constraints and what should be implemented so may be part of a process control for downstream teams.

Making sure that the document includes both user requirements and a specification of the system requirements.

Making sure that the document describes the functional and nonfunctional requirements in more detail. If necessary, further details are added to requirements.

Interfaces to other systems to include graphical system models showing the relationships between the system components and the system and its environment.

Worked on any fundamental assumptions on which the system is based, and any anticipated changes due to hardware evolution, changing user needs. COMPLETE SUPPLY CHAIN SOLUTIONS (CSCS)

WAREHOUSE OPERATIONS ASSOCIATE 2020-2022

Organize stocks and maintain inventory.

Examine ingoing and outgoing shipments.

Organize warehouse space.

Receive, unload and place incoming inventory items.

Unloading incoming shipments and reviewing their contents according to the order list.

Take inventory of all goods and operate all material handling equipment to load and unload goods

Preparing orders for shipment

Record and manage damaged merchandise items.

Pack merchandise in accordance with relevant routes or orders.

Enter data in inventory and logistics software programs

Maintain safety regulations and compliance with all applicable regulations.

Created product information packages for vendors including product descriptions, images, and pricing. Ensured all information copy, product and nonproduct was updated and accurate.

Managed all aspects of content management for store catalog and promotional activity; coordinated development of assets using internal resources and external agencies. TESCO December 2009 – 2019

TEAM LEADER Ops.

Ability to develop and motivate employees in a way that enables them to fully reveal their potential and deliver excellent customer service

Managed and developed a 25- person team of customer services representatives through coaching, training, mentoring and career planning.

Analyzed performance and quality standard reviews to ensure outcomes met client expectations

& reviewed customer service reports to identify potential areas of improvements

Supported senior management in strategic analysis of the market and to position the business for growth potential

Quickly assessed customer needs and proactively provided business solutions to those needs

Drove business through providing excellent customer service and product and service knowledge as well as superior customer relationship building skills.

Creates an inspiring team environment with an open communication culture.

Monitor team performance and report on metrics

Listen to team members feedback and resolve any issues or conflicts

Recognize high performance and reward accomplishments

Manage the operations and admin, lead and motivate the team, manage performance, solve problems & care for the health, safety, and welfare of your people

Weekly/bi-weekly team meetings for the purpose of sharing information, providing instruction, making announcements, and offering a forum for the CSRs to express their concerns, feelings, and ideas

Review and update the Customer Care Centre operational procedures on a regular basis

Acted as a client advisor and in the client’s interest in driving cross – regional and cross functional process improvement

Performed root cause analysis in deficient areas to identify and resolve central issues

Monitored daily and weekly key performance indicators to maintain on-track status and trained employees to maximize team productivity.

As a Senior Escalation Officer - Handling Store Closure in UK regarding Natural Calamities and Man- made accidents

Handling Escalations through Email and telephone.

Maintaining good level of quality and accountability.

Ensuring that the store gets the right information the first time.

Making decision based on values and what is right for customers.

Handling Refrigeration Escalations for New Business Escalations.

Handling different Categories of Escalations depending on the damage caused.

Providing services if all tills are not in use and store is trading with the help of only the self- service tills.

Handling situation if no power to entire store and store is trading with the help of a backup generator.

Handling situation for a Break in/Attempted break in out of hours which have no impact on trade. EDUCATIONAL QUALIFICATION

Bachelor of Commerce: Finance/Commerce from Baldwins Methodist College Bengaluru 2003 - 2006

Pre-University. – Baldwins Methodist College 2001- 2003 I.C.S.E – Cathedral High School 2001

ACCOMPLISHMENTS.

Promoted to Team Leader in a short span of time of employment

Customer Service – Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all.

Won the “Customer Service Associate of the Month” Award.

Implemented a bi- weekly meeting with 9 other department heads to discuss goals, updates, and challenges, increasing productivity across departments by 20%

Employee of the month for Zero errors

Achieved Excellency during the role and was awarded as Rising Star

Awarded for the best Approver & Employee of the year 2018

Successfully completed on a transition of a process by travelling to UK (United Kingdom). HOBBIES:

Team Sports – Listening to Music – Travelling – Reading. DECLARATION.

I Hereby declare that the above written particulars are true to the best of my knowledge and belief. Jerry Thomas.

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