Deepankar Biswas

- Acknowledging, identifying, and logging complaints at the first point of contact, trying to resolve them, escalating, and liaising with other departments to resolve the complaint.

- Providing product information to clients, including personal loans, overdrafts, credit cards, ISAs, savings, and current accounts.

- Ensuring we have up-to-date records for each customer, ensuring updates are applied to the account.

- Ensuring customers' accounts are secure and confidential at all times.

- Logging and identifying fraud, ensuring the account is completely secure for the customer to prevent any further problems.

In-depth knowledge of performance metrics data analysis.

1) Delegate tasks and set project deadlines.

2) Oversee day to day team's operations and performance.

3) Discover training needs and provide coaching.

4) Organize team building activities in order make healthy and competitive environment within the team.

5) Monitor team performance and report on metrics.

6) Do daily scrubbing in order to check the area of improvement for team members.

-Contacting customers through inbound and outbound calls to collect debts and communicate effectively with debtors by phone, messages, to negotiate, and implement debt recovery plans.

- Chasing payment of overdue bills and outstanding debts.

- Maintain electronic records and hard copies of all payment plans, amounts paid, and communications.

- Deliver statements of delinquencies and satisfied debts to credit bureaus, and remove outdated records when debts have been satisfied.

- Advising on repayment plans that are appropriate for the degree of debt and the circumstances of the consumer.

- Negotiating suitable payment plans to facilitate payments, creating repayment plans.

- When necessary, escalating calls to managers.

- Investigating delinquent accounts and following legislative guidelines and the Privacy Act.

- Working in accordance with key performance metrics and hitting collection goals.

Risk Investigations Specialist (Aug 2021 — Sept 2022)

Worked deeply into as a Fraud Analyst role in which detecting Account security issues, PAYMENT FRAUDS and CHARGEBACK concerns and other important concerns related to customer details and orders related.

- Working knowledge of detection and mitigation practices for various fraud types.

-Job role includes end to end KYC, AML, and CTF process, transaction monitoring and screening, screening negative news and material news, internal auditing of transactions to analyze the risks, creating SAR by identifying the detections.

- Working knowledge of payment channels and risks associated.

- Analyzing card transactions and account attributes to identify fraud patterns and behaviors.

- Monitor real time queues and identify high risk transactions within the business portfolio.

- Observing customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.

- Identifying fraudulent transactions and canceling them from further processing.

- Record transactions accurately, and keep Customers informed about transactions.

- Monitor constantly customer and transaction records to identify unauthorized transactions and fraudulent accounts.

- Ensure confidentiality of all information collected during investigation.

Lead – Training and Transactional Quality (Mar 2020 — Aug 2021)

- Lead a large team of Associates (20-25) working on global concessions abuse at Amazon.

- Manage individual and team performance expectations and goals by monitoring real time service levels and schedule adherence and setting performance target KPIs.

- Responsible for interviews, training, and onboarding employees.

- Resource Management including planning and assigning work.

- Project management support on key improvement initiatives.

- Build positive & productive relationship with stakeholders.

- Conduct weekly audits on cases handled by the team, and provide written and verbal constructive feedback as required.

Resolution Specialist (Sept 2019 — Mar 2020)

Within Resolution Specialist role one of important job role is ICQA Escalation Specialist.

- Acting as the link between Customer Service and Inventory control and quality assurance(ICQA) and Operations team.

- Contributing to solve operation issues to avoid impact on Customers and prevent future reoccurrence.

- Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues.

- Perform Concession researches, analysis and escalations.

- Conducting special research and deep dives, identify trends and generate reports that drive actions.

- Ensure that customer orders are fulfilled per quality guidelines.

- Assisting in ensuring successful area performance by analysis and reporting on business performance.

- Research free replacements daily and provide detailed analysis of the errors.

- Engaging with support functions and/or other departments to address common issues or needs in key areas of performance e.g. Process area readiness, 5S, safety, and training.

- Developing subject matter expertise on all operations processes in assigned department.

Working as permanent Resolution Specialist for Virtual Customer support department after opportunity through IJP.

- Providing timely, accurate and professional answers to service requests according to established department policies and procedures.

- Consistently demonstrating clear and polite written and oral communication skills.

- Thoroughly investigating customer issues; escalating any issues appropriately and correctly.

- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer.

- Support outreach to external training and learning partners.

- Following agreed standard work and scalability and growth principles in site deployment and support of offerings.

- Actively diving into key performance indicators and service level agreement data and escalate trends to program team.

Concession Abuser Prevention Analyst (Sept 2018 — Aug 2019)

- Investigate Fraud related issues and prevent or decrease invalid concessions and abuse pattern by taking appropriate action.

- Identify, analyze, monitor, and report on detect potential concession abusers.

- Liaising with concession abusers cx's (customers) and communicating the decision for rejection and explaining Amazon policies to them.

- Researching and evaluating new data sources to improve customer-based fraud prevention.

- Investigate cases in worldwide marketplaces (NA/EU/FE).

- Achieve the Average Handle Time (AHT) whilst maintaining zero- defect quality (DQ).

- Work on an average of 40 cases per day including (but not limited to) fake invoices, counterfeit items, quality defects etc.

Job role was to support the services like Internet, TV, Phone, Smart Home, and Security connectivity issues for USA-based MNC called 'COMCAST Telecommunication Company'.

- Reviewing customer service notes.

- Check status of services on account in diagnostic tools. Take appropriate steps to resolve customers' problems.

- Troubleshoot technical issues related to customer services.

- Communicate effectively and close the loop with clients in case of observations.

- Update status in internal, as well as client tools.

- Meet process expectations with high quality standards and adherence to SLAs.