BOMMANA NYCI PAPANA
Customer Service , Fraud & Charge Back Specialist , Quality Control And Trainer
Hyderabad
Summary
Executive offering over 7 years of strong, decisive executive leadership in well-known organization in the Chargebacks, Settlement and Reconciliation process Services. Extensive background in complex and challenging environments with proven ability to represent the company in the Customer Service and Operations. Good experience in managing BPO Operations; inclusive of achieving SLA, enhancing process maturity & business efficiency, implementing systems, conducting training programs etc. Excellent communication and people management skills that have been honed through managing multi skilled teams.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
PRESALES TEAM LEAD
RIDHIRA LIVING PVTLTD
Hyderabad
11.2023 - Current
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
Quality Analyst , Visa Debit Fraud Chargebacks
HSBC Electronic Data Processing India Pvt. Ltd
VISAKHAPATNAM
08.2013 - 07.2015
- Validating financial transactions on customer’s account and monitoring change
- Attained 100% Quality in all the tasks like C Checks, Supervisory Queue, Validation of >£10000.00 adjustments, VROL Doc support were completed on time
- Drafting email for external and internal customers
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Identifying the developmental needs of tenured team members – coaching, guiding, and mentoring them towards improving their knowledge and skills
- Have ensured that the cascade tool is updated as and when these updates are received and effectively communicated the same to the team members
- Provided support in handling queries across Re-presentment Team and the Service Failure Team and have assisted the Service Failure Team in writing Free Format Letter to the Customers
- Have interacted with Business area and internal customers over the phone whenever required and was a part of the meetings with Business partners for procedural re-views
- Helped in clearing the Frames reconciliation report and Aged Report
- Have assisted the Operational support team with MI on weekly basis
- As a Quality Analyst always provided timely feedback and regular coaching sessions to the operators to improve the performance and Quality sessions basis the Quality Statistics and updated them with areas of development
- Validating financial transactions on customer’s account and monitoring change
- Conducting process accreditation tests by setting the questionnaires and valuating the test
- Performing End of Day checks and sending reports on timely basis
- Preparing PPT for monthly performance and Furnishing presentation
- Works on all the complaints and other query raised by business area and service failure team
Process Trainer
HSBC Electronic Data Processing India Pvt. Ltd
VISAKHAPATNAM
08.2011 - 07.2013
- Accredited as a Trainer through the TRANSFORM Session and trained 8 Batches who have been declared BAU successfully on time
- As a Process Trainer played a vital role in the procedure re-view twice a year and took the lead in communicating with business area
- Conduct huddles / refresher training sessions
- New Hire Training Batches as and when required on company policies and procedures
- Training new hires on Card Fraud Chargeback’s and Reconciliation procedures
- Acquiring and updating knowledge on new procedures and products constantly
- Identifying the developmental needs of tenured team members – coaching, guiding, and mentoring them towards improving their knowledge and skills
- Conducted periodic performance reviews for trainees, identifying areas of development and creating action plan for under performers
- Resolving complex customer queries, processing referral queues, floor walking and handling customer complaints and escalations
- Liaising with Operations to obtain feedback about the teams and thus create a training need analysis for their improvement
- Ensuring all audit and compliance requirements are adhered by the trainees and regular staff
Customer Service Executive
HSBC Electronic Data Processing India Pvt. Ltd
VIZAG
01.2009 - 07.2011
- Achieved 100% Quality as a customer Service Executive with Fraud Chargebacks (Debit Cards) on the fraud queue
- Being a part of the Pilot Batch for Visa Debit Fraud Chargebacks and trained in different complex queues and contributed with my excellent and consistent performance, I have been recognized as an SME
- Was moved as a Quality Checker within 7 months of being in the process
- Have assisted Line Manager with capacity planning for the department
- Worked on the correspondence queue from the start of the process and ensure all the free format letters were sent with nil errors
- Helped in clearing the Frames reconciliation report and Aged Report.
Customer Service Executive
ICICI PRUDENTIAL Life Insurance Company
03.2008 - 08.2008
- As front desk executive, answered all the customer queries single handedly
- Handled irate customers more effectively
- Effectively managed service requests without any next level escalations
- Actively participated in Service to sales campaign initiated by organization.
TERRITORY MANAGER
ELI LILLY AND COMPANY INDIA PVT Ltd
VISAKHAPATNAM
06.2007 - 02.2008
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
- Communicated regularly with territory, regional, and strategic managers for daily support and strategic planning for accounts.
- Trained and mentored sales representatives in sales techniques and strategies.
Education
BBA - Marketing
GITAM College
VISAKHAPATNAM 04.2004 - 03.2007
High School Diploma -
ST.XAVIER’S Institution
KOLKOTA 04.2002 - 03.2004
High School Diploma -
Delhi Board ST.XAVIER’S
KOLKOTA 05.2001 - 03.2002
Skills
Production monitoring
Personal Details
DOB : 13- March -1985
Gender : Female
Marital Status : Married
Accomplishments
● Awarded with Rising Star in the beginning of my career in May 2009.
● Won TOP GUN Award for the month of October’09 and February’10.
● Top Performer for the month of May10, Dec12 & Jan 13.
● Chosen as one of the Quality Checking Associatefor the whole process of Visa Debit Fraud Chargeback.
● Awarded with Process Expert in the month of Jun 2010.
● Accredited as TRAINER in month of Sep 2010.
● Awarded with 100% Quality Star for the month of Oct12, Dec12 & Mar13.
● Won Special Recognition Award for outstanding performance in Jun11 & Feb15.
● Was certified as a “HSBC Climate Champion” from GSC Vizag in April 2011.
Timeline
PRESALES TEAM LEAD
RIDHIRA LIVING PVTLTD
11.2023 - Current
Quality Analyst , Visa Debit Fraud Chargebacks
HSBC Electronic Data Processing India Pvt. Ltd
08.2013 - 07.2015
Process Trainer
HSBC Electronic Data Processing India Pvt. Ltd
08.2011 - 07.2013
Customer Service Executive
HSBC Electronic Data Processing India Pvt. Ltd
01.2009 - 07.2011
Customer Service Executive
ICICI PRUDENTIAL Life Insurance Company
03.2008 - 08.2008
TERRITORY MANAGER
ELI LILLY AND COMPANY INDIA PVT Ltd
06.2007 - 02.2008
BBA - Marketing
GITAM College
04.2004 - 03.2007
High School Diploma -
ST.XAVIER’S Institution
04.2002 - 03.2004
High School Diploma -
Delhi Board ST.XAVIER’S
05.2001 - 03.2002
Similar Profiles
T SHASHANKT SHASHANK
Sales Manager at RIDHIRA PVT LIMITEDSales Manager at RIDHIRA PVT LIMITED
Lavanya VLavanya V
Finance Executive at Gestamp Automotive Chennai PvtLtdFinance Executive at Gestamp Automotive Chennai PvtLtd
Anjaneya AkellaAnjaneya Akella
CPD at CSG pvtLtdCPD at CSG pvtLtd