Fashion and Portrait Photography
Dennis Suresh
FinCrime - TP/TM/KYC
Bengaluru
Summary
An individual with 8+ years of combined experience in the fields of customer service, banking(transactions risk analysis, processing and monitoring) and technical service with majorly experienced in international voice process. I'm customer-oriented, customer centric and self- motivated. People minded and team player.
Overview
9
9
years of professional experience
5
5
Languages
Work History
Senior Advisor I, Blended Support
Concentrix Daksh
Bengaluru
04.2021 - Current
- Part of Subject Matter Expert Team for the process.
- Bridging complaints resolution for FCA - U.S federal bodies.
- Cross department request handled in order to access complaint specific information that will help towards faster and effective resolution. Quality analysis of final complaint resolution, before submission as acting QA.
- In 2022, laterally moved as SME for a transaction monitoring and external enquiries function and currently part of KYC team.
- KYC, Due Diligence, SWIFT, SEPA, Payment Partner query resolutions.
- Completed ongoing customer activity monitoring to identify unusual or suspicious activity related to fraud.
- Engaged with other banks and financial institutions about reports of fraudulent behavior, reporting and offboarding.
Fraud Specialist II
J P Morgan & Chase
Bengaluru
03.2019 - 02.2021
- Assisted customers with account specific check deposits, transaction claims and online transaction issues via phone.
- Check deposits, ACH and WIRE transactions risk analysis.
- Increased De-escalation and handling supervisory calls during tenure.
- Vulnerable customer handling and decedent processing
- Helped customers recover any money lost and protected clients from people aiming to defraud.
- Validated investigations utilizing range of sources from both internal and external sources.
Sr. Sales and Technical Associate
Eugene Technologies Pvt Ltd
Bengaluru
06.2018 - 12.2018
- Generated leads for sales in reference to Intuit accounting software.
- Handled 50-60 inbound and outbound technical and billing support calls.
- SF and Sage CRM based approach to assist users with online air/travel booking and ticketing queries.
Sr. Customer Service Executive
Mphasis Ltd
Bengaluru
10.2016 - 04.2018
- Assisted customers with their daily credit card queries in regards to both billing and technical
- Collections and payment plan help.
- Handled numerous vulnerable customers.
- Maximized customer retention using exceptional communication, perspective persuasion and relationship-building skills.
Sr. Customer Service Associate
First Source Solutions Ltd
Bengaluru
01.2015 - 10.2016
- Provided customers with billing and technical assistance
- Bridge between customer and technician during installations.
- Resolved customer queries over phone.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Education
Bachelor of Science - Computer And Electronics
St. Claret College, Claret Pre-University College | Karnataka, Mary's Convent
Bengaluru 05.2011 - 11.2014
Skills
Transaction monitoring and processing
Risk advisory, analysis and EDD
Escalation handling, customer centricity and CSAT
People Management, feedback and quality
KYC, CDD, Profiling
Interests
Automobile Enthusiast
Adobe PS/LR
Timeline
Senior Advisor I, Blended Support
Concentrix Daksh
04.2021 - Current
Fraud Specialist II
J P Morgan & Chase
03.2019 - 02.2021
Sr. Sales and Technical Associate
Eugene Technologies Pvt Ltd
06.2018 - 12.2018
Sr. Customer Service Executive
Mphasis Ltd
10.2016 - 04.2018
Sr. Customer Service Associate
First Source Solutions Ltd
01.2015 - 10.2016
Bachelor of Science - Computer And Electronics
St. Claret College, Claret Pre-University College | Karnataka, Mary's Convent
05.2011 - 11.2014