Chithra H

• Terminal Configuration & Payment Activation - Acted as the primary POC for terminal setup, for all the payment issues, and payment method activations across major banks (HDFC, ICICI, Kotak, Axis, etc.).
• Managed Bank & vendor relationships, and contributed to standard operating procedure (SOP) development.
• Providing first-level inputs on production and application issues to expedite resolution.
• Issue Analysis & Resolution - Investigated production and application issues, performed root cause analysis (RCA), and collaborated with product teams to implement fixes.
• Process Optimization and Automation: Identified loopholes in processes and worked on automation to improve operational efficiency.
• Cross-Functional Collaboration - Worked closely with banking partners, product teams, and stakeholders to drive TID allocation, merchant approvals, and operational enhancements.
• Data Management & Reporting - Maintained reports, tracked multiple tasks systematically, and published insights to senior management.
• Customer Support & Training - Monitored customer complaints, provided assistance via Freshdesk, Jira, Slack, and helped train junior support representatives.
• SLA & TAT Compliance - Consistently met and exceeded service level agreements (SLA) and turnaround time (TAT) targets.
• Ongoing Issues Monitoring & Resolution - Continuously tracking and analyzing merchant issues to identify patterns and root causes.
• Working towards automation and process enhancements to reduce manual interventions and improve overall efficiency.

Company Overview: International Banking Operations Process.

• Published transaction reports hourly, daily, weekly, and monthly, highlighting success and failure rates.
• Monitored application transaction volume and success metrics to assess performance.
• Conducted analyses on root causes and weaknesses in processes vulnerable to fraud.
• Guided customers in utilizing specific features based on identified needs.
• Addressed customer queries efficiently through phone, email, or chat channels.
• Maintained internal databases with updates on technical issues and relevant discussions.
• Worked with cross-functional teams to ensure seamless operational flow.
• Handled escalation management and issue resolution effectively.

• Administered operations department with a focus on efficiency and accuracy.
• Logged customer files into SFDC, tracking case details effectively.
• Participated in complete login to disbursal process, ensuring smooth transitions.
• Engaged in change process, producing weekly and monthly reports.
• Maintained MIS and business reports using advanced Excel techniques.
• Collaborated with internal teams and external bank representatives for updates.
• Responded promptly to customer inquiries via phone, email, or chat.
• Checked customer CIBIL scores while coordinating marketing and collections teams.