Summary
Overview
Work History
Education
Skills
Accomplishments
Award & Recognition
Timeline
CustomerServiceRepresentative
Charles Racky

Charles Racky

Summary

Results-oriented Chargeback & Group Reconciliation Supervisor dedicated to providing excellent customer service by developing operational and procedural improvements to increase productivity and efficiency. Personable and successful at building strong cross enterprise professional relationships. Skilled mentor and mediator who excels at bringing out the best in team members.

Overview

9
9
years of professional experience

Work History

Chargeback & Group Reconciliation Team Lead

HCL Technologies
05.2016 - 07.2023
  • Developed and implemented reconciliation processes to ensure accuracy and compliance with financial regulations.
  • Analyzed discrepancies and identified root causes, developed corrective action plans and resolved issues.
  • Performed daily reconciliation of bank accounts and investment accounts.
  • Reviewed and verified transactions, ensuring all transaction are accurately recorded and balanced.
  • Utilized multiple system to reconciliation including manual reconciliation and automated processes.
  • Manual and Tagging entries.

Process Associate

TCS
09.2013 - 11.2015
  • Handling credit card disputes, reviewing the disputed transaction by the requirement.
  • Initiate the dispute for the disputed transaction, Processing conditional credit, based upon the disputes sending appropriate letter and calling customer requesting for nature of dispute and supporting documentation for the claim.
  • Processing charge back following Master and Visa Association reason codes and guidelines.
  • Reviewing the case for write off and good faith attempt when out of charge back time frame.
  • Monetary adjustments such as fee and finance charge, foreign transaction fee, and late fee debited or credited processed on customer accounts based upon the resolution.
  • Possessing good knowledge in end to end chargeback.
  • Handlings escalations, resolving customer issues.
  • Ensure Quality and Productivity Target metrics.
  • Keeping the team and self-updated of all process changes/process highlights, at all times.


Education

Bachelor of Arts -

LOYOLA COLLEGE
Chennai, India
06.2013

ST. BEDE'S ANGLO INDIAN HIGH SECONDRAY SCHOOL
Chennai, India
06.2010

Skills

  • Process improvement
  • Productivity improvement
  • Results-oriented
  • Day to Day Team Operations management
  • Supervision and training
  • Complex problem solving

Accomplishments

    Project Management:

  • Initiated and launched claims initiation project which resulted in efficiency, accuracy in claims creation, and call flow with customer service and improved claims handling.
  • Developed and implement reconciliation process to ensure accuracy and compliance with financial regulations.

    • People Management:

  • Enthusiastically and mentored 3 Disputes Analysts & 4 Reconciliation Analysts in to Leadership roles and several others in to promotions within the company.

    • Leadership:

  • Serve as key contributing member to Risk Leadership team.
  • Frequently sought out by leadership as a point of contact and representative of the Chargeback & Group Reconciliation leadership team for various mid to high level communications.

Award & Recognition

  • Awarded as Best performer for several months for No defects
  • Outstanding performance for 2022 and 2023 at over all HCL.
  • Received long service award for working 5years.
  • Awarded best performer 7 consecutive times.

Timeline

Chargeback & Group Reconciliation Team Lead

HCL Technologies
05.2016 - 07.2023

Process Associate

TCS
09.2013 - 11.2015

Bachelor of Arts -

LOYOLA COLLEGE

ST. BEDE'S ANGLO INDIAN HIGH SECONDRAY SCHOOL

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Charles Racky