Gayatri Mulik

· Handle projects for US & Canada MasterCard customers.

· Develops project plans and ensures that implementations are completed on time and meet client expectations.

· Work closely with other teams including product development, testing, configuration management, licensing, key management, change management etc. to ensure customer needs are met while meeting internal objectives.

· Act as the central point of contact for external and internal customers throughout the project
implementation process.

· Effectively engage and interact with processors and issuers to define the scope, plan and discuss
potential impacts relating to the project, and to determine the desired end result of the customer.

· Implement Bin Transfers, Bin Transfer/Conversions (Portfolio Sales), Automatic Billing updater, Secure Code, etc. as well as consultative inquiries.

· Execute extensive and comprehensive initial end-to-end testing with customers and the testing resource assigned to particular projects.

· Provide guidance to customers when completing all necessary processing implementation paperwork.

· Handle multiple key customer processing implementation projects in parallel.

· Assemble project team for kick-off meeting to clarify & confirm requested project scope with Customer & Customer Delivery.

· Establish and build relationships with TAMs, Product Development Team and Account Managers to ensure customers receive the highest level of support during project implementations.

• Assisted account executives with strengthening client relationships through targeted solutions.
• Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
• Assessed project scope to confirm details and understand customer expectations in advance.
• Handled over 10 incoming calls daily while providing excellent customer guidance.
• Configured, installed and handled troubleshooting tasks for variety of different applications.
• Explained complex, technology-related issues in basic, understandable terms to clients.
• Cultivated relationships with sales team to support and supply corrective actions.
• Helped streamline repair processes and update procedures for support action consistency.

• Collaborated with QA team to test software quality through manual and automated testing.
• Carried out tests to identify, report and repair bugs and glitches.
• Collaborated with product owners to stay current on intended functionality.
• Used analyzers, multimeters and power supplies to conduct diagnostic procedures.
• Created successful test scripts to manage automated feature testing,
• Created satisfied customers by providing attentive customer service and quick problem solving.
• Test cases updated with current requirements.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Handled customer inquiries and suggestions courteously and professionally.
• Tracked customer service cases and updated service software with customer information.
• VAPT testing was also covered for all the banks associated with the projects.