Kimberly Fernando
Mumbai
Summary
Dedicated and experienced client service specialist with a strong background in financial services, fraud prevention and customer support. Proven ability to manage complex transactions, provide exceptional client service, and lead teams to success. Seeking to leverage expertise in a challenging new role.
Overview
23
23
years of professional experience
Work History
Client Service Specialist / Team Leader
JP Morgan Chase
Mumbai
05.2021 - Current
- Managed service calls for investment, asset, and wealth management clients, and internal partners.
- Trained in multiple products, including USD clearing, ACH payments, checks, lockbox, and multicurrency wires.
- Handled wire and ACH-related queries for USD and multicurrency accounts for EMEA and WHEM, amendments, recalls, non-receipt claims, and compliance issues by coordinating with internal investigations and financial institutions.
- Assisted with check and lockbox queries for adjustments, missing deposits, double posting, encoding errors, etc.
- Processed email requests for swift copies, account statements, check verifications, bulk requests, transaction-related inquiries, and stop payment requests received via swift.
- Conducted training sessions and mentored the new hires.
- Identified and reported process gaps to improve efficiency and service delivery.
Fraud Specialist / Relief Team Leader
JP Morgan Chase
Mumbai
03.2013 - 04.2021
- Identified and reported fraud trends, reviewed transactions, and placed holds on accounts.
- Transitioned to servicing inbound calls for debit card blocks and transactional queries.
- Served as a relief team leader, SME, and mentor, supervising activities and coaching new hires.
- Assisted the merchant disputes team with case queues and reversals.
- Provided training and performance feedback for teams in Mumbai and the Philippines.
Senior Assistant
Accenture
Mumbai
12.2010 - 02.2013
- Serviced inbound calls for AT&T, troubleshooting email, and internet-related issues.
- Assisted with Relocation Management Services, guiding employees on immigration and travel processes.
Quality Analyst
InDesign
Mumbai
04.2009 - 08.2010
- Coordinated between buyers and suppliers to ensure timely delivery and compliance with requirements.
Senior Associate
Internet Global Services
Mumbai
08.2008 - 02.2009
- Serviced calls for UK clients regarding train timings, routes, bookings, and fares.
Customer Satisfaction Officer
Standard Chartered Bank
Mumbai
01.2002 - 01.2005
- Handled banking, demat client queries, complaints, and transactional queries.
Education
Master of Arts -
University of Mumbai
Mumbai01-2007
Bachelor Of Arts -
University Of Mumbai
Mumbai01-2005
Higher Secondary School Certificate -
Sophia College
Mumbai01-2002
Secondary School Certificate -
St Isabel's High School
Mumbai01-2000
Address
1st Floor, Josephina, Off Perry Road, Bandra West, Mumbai 400050
Timeline
Client Service Specialist / Team Leader
JP Morgan Chase
05.2021 - Current
Fraud Specialist / Relief Team Leader
JP Morgan Chase
03.2013 - 04.2021
Senior Assistant
Accenture
12.2010 - 02.2013
Quality Analyst
InDesign
04.2009 - 08.2010
Senior Associate
Internet Global Services
08.2008 - 02.2009
Customer Satisfaction Officer
Standard Chartered Bank
01.2002 - 01.2005
Master of Arts -
University of Mumbai
Bachelor Of Arts -
University Of Mumbai
Higher Secondary School Certificate -
Sophia College
Secondary School Certificate -
St Isabel's High School
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