Summary
Overview
Work History
Education
Skills
Timeline
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Hamsini M

Banglore

Summary

Dynamic Senior Product Specialist with a proven track record at Moveinsync, excelling in complaint resolution and customer relationship management. Adept at implementing product launch plans and enhancing team performance, I leverage my consultative sales skills to drive customer satisfaction and streamline processes, ensuring efficient service delivery and lasting client relationships.

Overview

11
11
years of professional experience

Work History

Senior Product Specialist

Moveinsync
Banglore
02.2024 - Current
  • Answered user inquiries to resolve any issues with the product.
  • Developed and implemented product launch plans for new products.
  • Provided exceptional customer support, resolving issues and ensuring customer satisfaction.
  • Resolved customer complaints promptly and efficiently.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries via phone, email, and chat.

Customer Service Representative

jupiter money
Bengaluru
05.2023 - 02.2024
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization
  • Streamlined communication channels for improved efficiency in handling customer concerns
  • Implemented new protocols to optimize team performance and deliver consistent results
  • Coached and mentored junior team members, contributing to their professional growth and development
  • Conducted regular performance evaluations, identifying areas for improvement and implementing necessary changes
  • Organized training sessions focused on enhancing team members' product knowledge and problem-solving abilities
  • Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels
  • Handling customer inquiries: Responding to emails and resolving customer concerns within set turnaround times (TAT)
  • Escalating complex issues: Identifying and escalating complex customer issues to the appropriate team for further resolution
  • Proactive outreach: Reaching out to customers via phone calls to address their concerns and achieve first call resolution (FCR)
  • Onboarding and Verification: Managing KYC and user onboarding: Assisting users with completing Know Your Customer (KYC) documents and guiding them through the onboarding process

Fraud Recovery Specialist

JP Morgan Chase
Bengaluru
09.2021 - 05.2023
  • Minimize credit loses resulting from fraud
  • Review customer accounts for transaction history
  • Work with direct merchant regarding fraud charges
  • Perform accurate and timely submission and reconciliation of chargebacks
  • Working with visa and MasterCard chargeback
  • Working on end to end on merchants chargeback, Create a chargeback, review dispute, once pre arb received, investigate on pre arb, file arbitration
  • Investigate on fraud or suspicious activity on the account and action accordingly
  • Research and analyzed all reported chargeback cases and make recommendations to improve the risk of fraud concerns online
  • Create, maintain and enter information into database
  • Review work done by others to ensure that company policies are followed
  • Worked on various internal application to determine fraud
  • Checking fraud activity, and ensure accounts are balanced
  • Make outbound call to customers to determine fraud, by probing questions and analyzing the case

Customer Service Representative

HSBC
Bengaluru
04.2019 - 08.2021
  • Assist the customers with regards to the query related to personal accounts (Checking/Savings), Security service and Personal Internet Banking
  • Analyze customer's financial records and recommend appropriate banking solutions to cater their needs and ensure all necessary follow ups to establish long lasting relationships
  • Ensure customers KYC details are up to date and escalate to relevant team if required
  • Dispute any unauthorized or fraudulent transactions on the account
  • Raising Unusual Activity Report (UAR) if we come across potential suspicious activity for both existing and prospect customers
  • Following global standards and being strong first line of defense to fight Financial Crime and Sanctions

Sr. Technical Support Executive

HI Power Technologies
Bengaluru
08.2017 - 12.2017
  • Voice based technical skilled support
  • Working for first call resolution (FCR) on every call
  • Handling all type of technical issues with electronic device
  • Giving end to end resolution on each call to ensure customer satisfaction
  • Warranty and claims department

Customer Care Executive

OLA CABS
Bengaluru
11.2014 - 05.2017
  • Working in ANI Technologies private limited – OLA cabs, which is the leading transportation sector – cabs facility in India, in the capacity of a customer support executive is a part of the customer service division handling responsibilities of customer inquiries, complaints billing questions and payment extension/service request
  • Calm angry callers

Education

BBA Accounting And Finance -

Vidhya Bharthi Institute of Management And Technol
Banglore, Karnataka
06.2018

Skills

  • Complaint resolution
  • Inbound and Outbound Calling
  • Consultative Sales
  • Call Management
  • Information Security
  • Scheduling
  • Account updating
  • Warranty Service
  • Customer Relationship Management (CRM)
  • Credit card payment processing
  • Documentation
  • Escalation management

Timeline

Senior Product Specialist

Moveinsync
02.2024 - Current

Customer Service Representative

jupiter money
05.2023 - 02.2024

Fraud Recovery Specialist

JP Morgan Chase
09.2021 - 05.2023

Customer Service Representative

HSBC
04.2019 - 08.2021

Sr. Technical Support Executive

HI Power Technologies
08.2017 - 12.2017

Customer Care Executive

OLA CABS
11.2014 - 05.2017

BBA Accounting And Finance -

Vidhya Bharthi Institute of Management And Technol

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Hamsini M