Bernard Noel Manoah
Hyderabad
Summary
Skilled Customer Service Analyst adept at analyzing and interpreting customer feedback to develop efficient strategies for improvement. Strong ability to evaluate data, identify trends, and provide actionable insights that enhance customer satisfaction. Known for excellent problem-solving skills and ability to contribute positively to team dynamics. Previous roles have resulted in improved customer relations and operational efficiency.
Overview
1
1
Certification
Work History
Process Developer
Genpact
- Company Overview: (AIRCANADA)
- Providing travel assistance to customer booking packages
- Manage customers and client travel
- Help customer with their registration for the membership cards and explain the benefits
- Follow up on their renewal programs
- Handled customers based out of both US and Canada
- Initially was working as a website assistance representative for Air Canada
- Later moved into hotel and car reservations
- And even completed a capsule course with Kuoni Travel Academy
- Actively participated in all extra-curricular team activities as well
- (AIRCANADA)
Customer Service Analyst
ADP
- Worked as Payroll Implementation Specialist through my tenure
- Where client engagement was the primary job role
- Defining goals and responsibilities to the client
- Conducting meetings, when need be, and coordinating with the clients regularly
- Coordinating with the team and being in line with the project
- Constantly monitor the client’s requests and ensure them being addressed
Senior Fraud Specialist
JP Morgan Chase
- Handled customers and clients based out of the US
- Initially used to review check deposits to detect fraud
- Later started monitoring online transactions and deposits
- Basic role was to prevent fraud through and check deposits and online transaction
- Investigated fraudulent activity in order to identify suspicious patterns and potential risks.
- Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud.
- Implemented customer verification processes, significantly reducing the risk of fraudulent account creation.
- Documented investigative findings in reports.
- Interviewed witnesses, victims, suspects, and other parties to gather information about suspected fraudulent activities.
- Maintained detailed documentation of all investigative processes and outcomes.
- Participated in group discussions with team members to develop new ways to combat fraud.
Process Developer
GE Capital Finances
- Handle Customers based out of the US
- Deal with their Credit card queries
- Assist the new batches
- Assisted the new comers by being a floor walker
- Have taken Escalation calls for a long time
- Actively participated in all team activities
Education
Bachelors of Commerce -
Dr. C.V Raman University
06-2017
Diploma in Hotel Management -
International Institute of Hotel Management
04-2004
Intermediate -
Bhavan’s Junior College
03-2004
Senior Secondary Certificate -
St. Marks High School
03-2001
Skills
- Customer service
- Communication skills
- Customer service management
- Customer service behaviors
- Perform under stress
- Fraud detection
- Payroll implementation
- Team collaboration
- Employee training
- Effective communication
- Project coordination
- Client support
- Quality assurance
- Employee coaching
- Inbound call management
Certification
Certified Trainer, Dale Carnegie, TTT
Hobbies and Interests
- Listening to music
- Going on long drives
- Cooking
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
- English
- Hindi
- Telugu
Personal Information
- Date of Birth: 10/05/85
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient
C2
Hindi
Intermediate
B1
Telugu
Upper Intermediate
B2
Timeline
Customer Service Analyst
ADP
Senior Fraud Specialist
JP Morgan Chase
Process Developer
GE Capital Finances
Process Developer
Genpact
Bachelors of Commerce -
Dr. C.V Raman University
Diploma in Hotel Management -
International Institute of Hotel Management
Intermediate -
Bhavan’s Junior College
Senior Secondary Certificate -
St. Marks High School