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Dahlia Felix Lobo
Experienced/Senior Financial Analyst
Pune
Summary
Experienced credit card professional with a strong background in customer service, collections, disputes, and fraud detection. Skilled at navigating challenges and delivering results in a fast-paced environment. Known for adaptability and a results-oriented mindset, committed to making meaningful contributions towards advancing organizational goals.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Individual Service Coordinator/Senior Financial Analyst
Tata Consultancy Services
10.2015 - Current
- Worked on ServiceNow - cloud based platform, IT service management, in retail division for US & Canadian clients - handling incidents and closing incidents after proper resolution.
- Worked on JIRA Tool - Creating problem tickets and JIRA tickets as required and ensuring closures within timelines/bugs fixed by the team of developers/assigned developer after unit testing and QA testing
- Quality Testing - creating test cases for the JIRA for the bug to be fixed/enhancement tasks after the developer/team of developers worked on the assigned bug fix. Quality testing in the testing environment. Testing once the fix is deployed/remote monitoring into the systems at various locations for testing the fix/JIRA Ticket. Smoke testing done to ensure a smooth and effective transition.
- Assisted teams in migration process. Facilitated smooth transitions through effective communication and coordination.
- Worked on LIQ (Liquidity) software system in the banking sector, in Cash Flow Management, Tracking Payments
- Worked on Safer Payments software, managed alerts, fraud detection in cards efficiently, analyzing customer's transaction activities/adhering to fraud detection procedures
- Ensured compliance with state regulations and agency policies through diligent record keeping and reporting processes.
- Evaluated and refined service coordination processes, ensuring continuous quality improvement and client satisfaction.
- Collaborated with a multidisciplinary team to ensure comprehensive service delivery for clients.
- Coordinated and monitored service activities to confirm work met all requirements.
- Communicated with stakeholders/clients and service providers to provide updates on work progress.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Collaborated with cross-functional teams to drive process improvements and increase operational efficiency.
- Participated in client meetings to discuss financial analysis and strategies.
- Managed volunteer programs focused on providing community services to underserved populations.
Senior Finance Specialist/Team Supervisor
Bny Mellon India Operations
08.2011 - 09.2015
- Provided treasury and cash management by overseeing reconciliation of banking activity, credit card processing, payment processing.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
- Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
Associate/Individual Service Coordinator/Senior Analyst
Wipro Limited
05.2005 - 01.2011
- Worked for a reputed bank in the US in the credit cards division - handled Inbound and Outbound customer services and Collections as well
- Handled all credit card customer service requests - new accounts, sales pitching, APR queries, OL/AMF/PD fees queries, retention, fraud and dispute queries, collection - promise to pay, etc being the major ones and also handled escalation calls
- Worked on NICE TOOL. Managed and coordinated service teams to achieve successful completion of service projects.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs and data sources.
Education
Graduate From Pune University -
St Ursula's High School
Akurdi, Pune 04.2001 -
Skills
- ServiceNow expertise
- JIRA tool expertise, Safer Payments, LIQ software, Nice tool expertise
- Service performance evaluation
- Facilitation of manual testing tasks
- Effective task prioritization
- Strategic service planning, Delivery quality assurance
- Crisis resolution expertise
- Risk mitigation strategies
- Stakeholder collaboration/Client advocacy
- Regulatory adherence
Certification
BPS : Elevate Wings 1 Banking Curriculum, 02/04/25, NA
Awards
- Xcelerate Victor Certificate, 02/28/25
- Star of the Month Award, 08/03/23
- Xcelerate Warrior Certificate, 01/11/23
Interests
Timeline
Individual Service Coordinator/Senior Financial Analyst
Tata Consultancy Services
10.2015 - Current
Senior Finance Specialist/Team Supervisor
Bny Mellon India Operations
08.2011 - 09.2015
Associate/Individual Service Coordinator/Senior Analyst
Wipro Limited
05.2005 - 01.2011
Graduate From Pune University -
St Ursula's High School
04.2001 -
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