Amanda Veronica Magnum
Hyderabad
Summary
Dynamic professional with extensive experience at Wells Fargo in claims processing and fraud investigation. Proven ability to enhance operational efficiency through process improvements and effective communication. Skilled in payment analysis and regulatory compliance, consistently delivering exceptional customer service while resolving complex disputes. Committed to driving results and fostering cross-functional collaboration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Fraud & Claims Operations Representative
Wells Fargo
Hyderabad
06.2023 - Current
- Process claims related to Zelle and online payments within the Non-fraud MMC department.
- Analyze and assess claims to determine the validity and authenticity of customer concerns.
- Utilize expertise in payment processing to make informed decisions regarding whether to approve payouts to customers or deny claims.
- Collaborate with cross-functional teams to investigate and resolve complex payment-related issues.
- Stay abreast of industry trends, regulations, and best practices related to Zelle and online payment processing.
- Conduct thorough reviews of claims documentation to ensure compliance with internal policies and external regulations.
- Provide exceptional customer service by addressing inquiries and concerns related to claims processing.
- Maintain accurate and detailed records of claims transactions and resolutions.
- Implement process improvements to enhance efficiency and accuracy in claims processing.
- Participate in training programs to stay current with evolving payment processing technologies and methodologies.
Sr. Recruitment Consultant
Randstad Offshore Services Pvt.Ltd.
05.2022 - 10.2022
- Company Overview: Randstad Offshore Services (ROS) is a leading business enabler and serves as a destination employer supporting several Randstad N.V. operating companies across the globe. As a certified Great Place to Work, ROS, is a best in class organization recognized by high levels of consistent employee and customer satisfaction scores for over a decade. ROS offers services in recruiting, sales, financial and enablement services.
- Responsible for full-cycle recruiting process filling a comprehensive range of positions by making outbound/cold calls.
- Ability to understand a wide array of industries and how to appropriately attract exceptional candidates.
- Collaborate with hiring managers to ensure that candidates presented are on target with company needs and overall goals when evaluating and screening candidates.
- Sourced profiles from various portals like Monster, Ladders, Dice, LinkedIn, and other social media.
- Review hiring manager's interview performance on each candidate and take appropriate action and develop innovative recruitment strategy/plan to better attract qualified candidates.
- Worked with candidates on different Visas (H1B, EAD, OPT, F1, L1, TN etc.).
- Provide prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion and employee benefits.
- Process background checks, offer letters, and negotiate compensation packages that include relocation assistance.
- Randstad Offshore Services (ROS) is a leading business enabler and serves as a destination employer supporting several Randstad N.V. operating companies across the globe. As a certified Great Place to Work, ROS, is a best in class organization recognized by high levels of consistent employee and customer satisfaction scores for over a decade. ROS offers services in recruiting, sales, financial and enablement services.
Senior Associate Billing Expert
GOC (Google Operations Center)
07.2021 - 03.2022
- Company Overview: Google LLC is an American multinational technology company that focuses on search engine technology, online advertising, cloud computing, computer software, quantum computing, e-commerce, artificial intelligence, and consumer electronics. It has been referred to as the "most powerful company in the world and one of the world's most valuable brands due to its market dominance, data collection, and technological advantages in the area of artificial intelligence. Its parent company Alphabet is considered one of the Big Five American information technology companies, alongside Amazon, Apple, Meta, and Microsoft.
- Helping customers and clients with their Google Ad-words billing related concerns and queries for all Google regions across the globe.
- I was trained on the billing platform of Google Ads and dealt with all billing related issues like change and updating of billing addresses, queries of region and supported currencies, companies and their affliction concerns, billing period/cycle, fee waiver, credit memos, order form verification, invoicing & regenerating bills.
- Google LLC is an American multinational technology company that focuses on search engine technology, online advertising, cloud computing, computer software, quantum computing, e-commerce, artificial intelligence, and consumer electronics. It has been referred to as the "most powerful company in the world and one of the world's most valuable brands due to its market dominance, data collection, and technological advantages in the area of artificial intelligence. Its parent company Alphabet is considered one of the Big Five American information technology companies, alongside Amazon, Apple, Meta, and Microsoft.
Consumers Sales Senior Representative
Dell India Pvt Ltd.
08.2019 - 02.2021
- Company Overview: Dell is an American technology company that develops, sells, repairs, and supports computers and related products and services and is owned by its parent company, Dell Technologies. Dell sells personal computers (PCs), servers, data storage devices, network switches, software, computer peripherals, HDTVs, cameras, printers, and electronics built by other manufacturers. The company is known for how it manages its supply chain and electronic commerce. This includes Dell selling directly to customers and delivering PCs that the customer wants. Dell was a pure hardware vendor until 2009 when it acquired Perot Systems. Dell then entered the market for IT services. The company has expanded storage and networking systems, now aiming to expand from offering computers only to delivering a range of technology for enterprise customers.
- Was responsible for sales of Dell products including laptops and accessories, TV's, printers, projectors, sound systems etc. and various other brands and purchase units, replacement parts, battery and AC adapters.
- Conducted needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.
- Maintained broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.
- Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call.
- Placed and/or received customer inquiries that may require deviation from a script or sales flow process.
- Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Listened attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Dell is an American technology company that develops, sells, repairs, and supports computers and related products and services and is owned by its parent company, Dell Technologies. Dell sells personal computers (PCs), servers, data storage devices, network switches, software, computer peripherals, HDTVs, cameras, printers, and electronics built by other manufacturers. The company is known for how it manages its supply chain and electronic commerce. This includes Dell selling directly to customers and delivering PCs that the customer wants. Dell was a pure hardware vendor until 2009 when it acquired Perot Systems. Dell then entered the market for IT services. The company has expanded storage and networking systems, now aiming to expand from offering computers only to delivering a range of technology for enterprise customers.
Senior Associate
Accenture India Pvt Ltd.
09.2015 - 10.2018
- Company Overview: Accenture plc is an Irish-American professional services company based in Dublin, specializing in information technology (IT) services and consulting. A Fortune Global 500 company, it reported revenues of $50.53 billion in 2021. Accenture's current clients include 89 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500.
- Having worked with Accenture, I was introduced to Google and its work culture and by working for Google through Accenture I was aligned to support Google for the queries concerns, payments, accounts, local guides and businesses on Google Maps on different platforms like Forum, Facebook, twitter, etc.
- Working for a process of Google through Accenture provided me with a sense of contributing to the worldwide population by learning and excelling on YouTube, Google Photos, Google Drive, Gmail, Google Maps, GooglePay and Chrome.
- Accenture plc is an Irish-American professional services company based in Dublin, specializing in information technology (IT) services and consulting. A Fortune Global 500 company, it reported revenues of $50.53 billion in 2021. Accenture's current clients include 89 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500.
Senior Process Developer
Synchrony Financial formerly known as GE Capital
04.2014 - 06.2015
- Company Overview: Synchrony Financial is a consumer financial services company headquartered in Stamford, Connecticut, United States. The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through Synchrony Bank, its wholly owned online bank subsidiary.
- Helped customers with questions, queries, concerns on their GE Retail Credit cards such as debit/credit fraudulent charge, credit limit, refund, billing and upselling and cross selling of credit cards and financial plans and promos to help boost the revenue.
- Synchrony Financial is a consumer financial services company headquartered in Stamford, Connecticut, United States. The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through Synchrony Bank, its wholly owned online bank subsidiary.
Customer Service Rep
IBM Daksh
- Company Overview: IBM Daksh is a company that offers a range of customer care services including voice, email response, real-time chat, knowledge management, eCRM architecture and other value added services to Fortune 500 companies.
- Dealt with Air ticket issuing (Domestic and International), Cancellation of Air tickets, rescheduling of air tickets along with calculating base fare followed by refund of the difference amount or refund for a fully cancelled trip ticket, moreover I also supported Domestic & International Hotel bookings via calls, emails & chat, handled escalations, arranged callbacks through sales/customer support and followed up open service requests & scheduled appointments with clients/customers.
- IBM Daksh is a company that offers a range of customer care services including voice, email response, real-time chat, knowledge management, eCRM architecture and other value added services to Fortune 500 companies.
Education
B.COM -
Indian Institute of Business Management
03-2010
12th -
Andhra University
India03-2007
10th -
Andhra University
India03-2004
Skills
- Claims processing
- Payment analysis
- Customer service and operations
- Process improvement
- Effective communication
- Fraud investigation
- Payment processing
- Regulatory compliance
- Refund processing
- Dispute resolution
- Interest calculations
- Cross-functional collaboration
- Problem solving
- Team building
- Record keeping
- Active listening
- Written communication
- Adaptability
Certification
- Complete my Six Sigma White Belt Certification.
Timeline
Fraud & Claims Operations Representative
Wells Fargo
06.2023 - Current
Sr. Recruitment Consultant
Randstad Offshore Services Pvt.Ltd.
05.2022 - 10.2022
Senior Associate Billing Expert
GOC (Google Operations Center)
07.2021 - 03.2022
Consumers Sales Senior Representative
Dell India Pvt Ltd.
08.2019 - 02.2021
Senior Associate
Accenture India Pvt Ltd.
09.2015 - 10.2018
Senior Process Developer
Synchrony Financial formerly known as GE Capital
04.2014 - 06.2015
Customer Service Rep
IBM Daksh
B.COM -
Indian Institute of Business Management
12th -
Andhra University
10th -
Andhra University