Jyotsna Persis
Chennai,CH
Summary
Dynamic Implementation Specialist with proven success at Wipro Technologies, adept at ensuring compliance with MasterCard's global standards. Recognized for exceptional customer service and effective time management, I excel in implementing complex projects while maintaining high-quality standards. Skilled in customer due diligence and fostering strong client relationships to enhance satisfaction.
Overview
10
10
years of professional experience
Work History
Implementation Specialist
Wipro Technologies
05.2021 - 11.2023
- Working closely with the clients and implementing end to end scope into the production within the specified time.
- Perform validations with the scope to proceed with Add, Modify or deletion of BINs, ICAs and R&T in MasterCard systems and implement it Successfully.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Streamlined implementation processes by effectively collaborating with cross-functional teams .
- Achieved significant reductions in post-implementation issues by implementing rigorous quality assurance protocols during development phase.
- Ensured projects were delivered within budget and timelines, closely monitoring resource allocation and adjusting plans as necessary.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Maintained up-to-date knowledge of the trends and best practices in order to provide the most relevant solutions .
- Handling different regions like North America, Asia Pacific.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Staying focused on implementation activities to make sure all the SLA and KPA parameters achieved.
- Enhanced customer satisfaction with timely resolution of issues during project implementations.
- Increased customer satisfaction, providing expert guidance and support throughout implementation process.
- Established clear project milestones and deliverables, ensuring timely completion of tasks and transparent communication.
Senior Process Associate
Cognizant Technologies
10.2018 - 01.2020
- Customer support in the healthcare domain
- Responding to customer queries in a timely and accurate way, via phone rendering help to the customers regarding their claim and bills, insurance Details.
- Handling calls from the doctors to explain about the health benefit a member has for his medication and treatment
- Informing customers about new updates.
- Escalating unresolved issues to the designated internal teams for further investigation
- Ensuring customer satisfaction and providing professional customer support
- Maintaining a thorough knowledge of updates and ensuring this knowledge is kept up to date
- Handled over 50 outgoing calls daily while providing excellent customer service.
Process Associate
Tata Consultancy Service
07.2013 - 07.2018
- Conducting due diligence on customers to assess potential risk.
- Reviewing and verifying customer identification and documentation.
- Analyzing and evaluating complex customer or entity structures to determine beneficial ownership of accounts.
- Monitoring transactions and detecting suspicious activities.
- Generating comprehensive reports detailing KYC findings and risk assessments.
- Validation of documents
Education
Bachelor of Commerce - Commerce
Bishop Heber College
Trichy06-2013
Skills
- Friendly and patient
- Customer service expert
- Verbal and written communication
- Self motivation
- Time management abilities
- Adaptability and flexibility
- Multitasking Abilities
- Implementation and configuration
- Customer/Enhanced Due Deligence
Languages
Hindi
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Tamil
Elementary (A2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveTimeline
Implementation Specialist
Wipro Technologies
05.2021 - 11.2023
Senior Process Associate
Cognizant Technologies
10.2018 - 01.2020
Process Associate
Tata Consultancy Service
07.2013 - 07.2018
Bachelor of Commerce - Commerce
Bishop Heber College
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