Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gagana G

Bangalore

Summary

Versatile professional with a background in Banking transitioning to a career into networking. Proven ability to quickly learn and apply new skills, coupled with a strong foundation in networking. Eager to contribute my unique perspective and experiences to a new challenge in the network industry.

Overview

8
8
years of professional experience
2023
2023
years of post-secondary education
4
4
Certifications

Work History

ACCOUNT SPECIALIST III

JP Morgan Chase
05.2024 - Current
  • Handle deceased customer credit card and bank account closures with confidentiality and regulatory compliance.
  • Perform credit balance verifications, initiate refund processes, and manage escalations when required.
  • Collaborate with bankers and internal teams to validate documentation, complete necessary approvals, and close accounts efficiently.
  • Ensure timely processing of cases while maintaining accuracy and empathy throughout customer interactions.
  • Update and maintain internal systems with accurate closure statuses, notes, and refund details.
  • Adhere strictly to compliance protocols, legal obligations, and company policies related to sensitive customer data.
  • Provide support for audits and reporting related to account closure activities.

FRAUD SPECIALIST

J P Morgan
09.2022 - 05.2024
  • Provide first level support to Customer, assisting the customers with concerning suspected fraudulent activities.
  • Conducted thorough analysis and investigations to identify and prevent fraudulent activities within the organization.
  • Implemented and monitored fraud detection systems to identify patterns and anomalies.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Communication with customer and company personnel, utilizing active listening and interpersonal skills.
  • Made recommendations of closing accounts, and performed associated follow up.
  • Served as primary contact for fraud claim inquiry.

OPERATIONS EXECUTIVE

First Advantage
08.2020 - 09.2022
  • Focus on providing inbound and outbound email and chat support to FedEx Clients.
  • Provide first level support to Clients, and resolve their website queries, Order updates /application queries.
  • Handling E-mail and Chat responses in timely basis and Follow-ups on Regular basis.
  • Assigning emails to level 2 and level 3 support for escalation cases for resolution.
  • Trained on handling Customer Support on calls, emails and chat.

SENIOR EXECUTIVE

Aegis
06.2018 - 07.2020
  • Handled Travel related calls for US POS.
  • Servicing existing ticket booked for Airline/Hotel & Package calls.
  • Handling escalation calls to ensure customer experience is made easier.
  • Worked in GDS Tools to book airline tickets and servicing the existing ticket.
  • Ensuring the resolution is provided on the first call with customer satisfaction.

SENIOR CUSTOMER SUPPORT EXECUTIVE

Aegis
07.2017 - 04.2018
  • Handling first level Customer support to customers, and resolve their purchase, website queries, delivery updates /application queries.
  • Sharing emails and assigning the case to for level 2 and level 3 complain Promote and process sales for Madura brand products, software, and service for registered customers.
  • Trained new agents regarding the product and application tools.

Education

ELECTRONIC ENGINEERING - Electronics And Communications Engineering

VIJAYA VITTALA INSTITUTE OF TECHNOLOGY
Bengaluru, India
06-2019

Skills

  • Strong Communication Skills
  • Teamwork and Collaboration
  • Problem-Solving
  • Analytical thinking
  • Multitasking Abilities
  • Adaptability and flexibility

Certification

Advanced Excel, Completed

Timeline

ACCOUNT SPECIALIST III

JP Morgan Chase
05.2024 - Current

FRAUD SPECIALIST

J P Morgan
09.2022 - 05.2024

OPERATIONS EXECUTIVE

First Advantage
08.2020 - 09.2022

SENIOR EXECUTIVE

Aegis
06.2018 - 07.2020

SENIOR CUSTOMER SUPPORT EXECUTIVE

Aegis
07.2017 - 04.2018

ELECTRONIC ENGINEERING - Electronics And Communications Engineering

VIJAYA VITTALA INSTITUTE OF TECHNOLOGY

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