Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Amala Varghese

Amala Varghese

Dombivili (W)

Summary

Dynamic Estate Specialist III at JP Morgan Chase with expertise in fraud management and data analysis. Proven track record in enhancing customer experience and streamlining operations through effective process improvement. Strong communicator and problem solver, adept at managing critical projects and delivering high-quality results.

Overview

14
14
years of professional experience

Work History

Estate Specialist III

JP Morgan Chase
Mumbai, India
04.2022 - Current
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Responsible for managing and supervising fraud transactions on accounts.
  • Managing Deceased customer accounts in closure
  • Gathered, organized and input information into digital database.
  • Maintained database systems to track and analyze operational data.

Senior Process Associate

Tata Consultancy Services
Mumbai
04.2018 - 04.2022
  • Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
  • Was responsible to manage the quality audits of overall process work.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Devised and implemented processes and procedures to streamline operations.
  • Generated reports detailing findings and recommendations.

Senior Customer Service Representative

Intelenet Global Services
Mumbai
04.2016 - 04.2018
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Trained new personnel regarding company operations, policies and services.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Serco Global Services
Mumbai
03.2015 - 07.2015
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Customer Service Representative

First Source Solutions Ltmited
Mumbai
05.2014 - 03.2015
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Process Executive

Four Plus Advertising Limited
Mumbai, India
10.2011 - 03.2014
  • Answered telephone or online requests and completed interactions quickly to meet productivity goals.
  • Maintained strict adherence to quality standards by conducting regular audits, resulting in reduced error rates.
  • Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.

Education

Bachelor of Commerce - Commerce

Ghanshyam Das Saraf College
Malad
04-2016

Skills

  • Fraud management
  • Data analysis
  • Customer experience
  • Database management
  • Quality auditing
  • Process improvement
  • Project management
  • Customer service
  • Operational reporting
  • Communication skills
  • Problem solving
  • Time management
  • Risk management
  • Interpersonal communication
  • Process optimization
  • Team building
  • Schedule management

Languages

English
First Language
English
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Hindi
Beginner
A1
Malyalam
Proficient (C2)
C2

Timeline

Estate Specialist III

JP Morgan Chase
04.2022 - Current

Senior Process Associate

Tata Consultancy Services
04.2018 - 04.2022

Senior Customer Service Representative

Intelenet Global Services
04.2016 - 04.2018

Customer Service Representative

Serco Global Services
03.2015 - 07.2015

Customer Service Representative

First Source Solutions Ltmited
05.2014 - 03.2015

Process Executive

Four Plus Advertising Limited
10.2011 - 03.2014

Bachelor of Commerce - Commerce

Ghanshyam Das Saraf College

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Amala Varghese