Summary
Overview
Work History
Education
Skills
Interests
Timeline
OperationsManager
Dennis Suresh

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 - 2014.11

Skills

Transaction monitoring and processing

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Interests

Fashion and Portrait Photography

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 - 2014.11

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Dennis SureshFinCrime - TP/TM/KYC