Manoj Devakar
Ambernath
Summary
Senior Customer Service Analyst with 10+ years at Fiserv, specializing in Visa/Mastercard chargeback processing, fraud detection, merchant onboarding, and ACH payment operations. Experienced in coordinating with multiple financial institutions and clients through Client 360 and email to resolve disputes and streamline onboarding workflows. Proven team leader with a strong record of process improvement, accurate reporting, and on-time project delivery.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Senior Customer Service Associate
Fiserv
Thane
02.2016 - Current
- Processed Visa POS disputes, chargebacks, and fraud cases using VisionPLUS, OPTIS, and banking applications, ensuring SLA adherence and compliance with Visa/Mastercard network regulations.
- Managed end-to-end chargeback, dispute, and fraud investigations, reducing financial risk through accurate and timely case resolution.
- Processed financial adjustments and chargebacks to cardholder and merchant accounts in accordance with Visa/Mastercard operating rules and banking compliance standards.
- Investigated billing discrepancies and suspected fraudulent transactions, escalating confirmed cases to Fraud and Compliance teams while maintaining detailed case documentation.
- Monitored customer account activity to identify non-payments, delayed payments, and account irregularities, ensuring prompt resolution and risk mitigation.
- Coordinated with clients to gather business requirements, implement system enhancements, and deliver operational projects within agreed timelines.
- Supported ACH payment operations research, identifying transaction discrepancies and ensuring compliance with NACH and banking guidelines.
- Collaborated with financial institutions and clients through Client360, email, and internal banking applications to resolve onboarding and operational requests efficiently.
- Utilised VisionPLUS, OPTIS, Client360, Basic VBA, Microsoft Excel, and core banking applications to streamline operations, improve process efficiency, and support daily payment processing activities.
- Developed and maintained Basic VBA automation and Excel-based solutions to reduce manual effort, improve accuracy, and enhance operational productivity.
Specialist
Sterling Talent Solutions
Thane
06.2015 - 02.2016
- Review and analyze court data, identifying key information and forwarding to concern team.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Contacted different state courts and clients via call/email to verify applicants background education/criminal records.
- Quality assurance and data review of information obtained for verifications
- Use to work on Client Data, would analyses data according to the set parameter and would categorize it as valid or avoidable.
Customer Service Associate-Voice
Serco Global Services
Thane
08.2013 - 06.2015
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Followed policies and procedures to meet or exceed established performance requirements.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Resolve Technical issues reported by the customers of one of leading Telecommunication Industry of UAE over calls/emails.
- Consulted with customers regarding needs and addressed concerns.
- Diagnoses hardware and operating system problems remotely.
Education
Bachelor's in Commerce - Commerce
Smt. Chandibai Himathmal Mansukhani College
Mumbai UniversityHigher Secondary School -
New English High Jr. College
Maharashtra State BoardSecondary School Education -
SSP English High School
Maharashtra State BoardSkills
- Client Relationship Management
- Adaptability
- Team Leadership
- Problem-solving
- Merchant & FI Onboarding
- Payment Operations
Certification
- Six Sigma Green Belt Certification - LinkedIn - 2021
Projects
- Refund & Direct Wire Posting Process Transition (2020):
- Successfully led the remote transition of the Refund and Direct Wire Posting process to a cross-skilled team.
- Trained 8 new team members, ensuring seamless knowledge transfer and operational continuity.
- Cash Management Process Transition (2023):
- Led the transition of the Cash Management process from an outsourced model to an onshore team.
- Implemented automation and process improvements that reduced report turnaround time and improved operational efficiency.
- Mentored and trained 5 new team members, ensuring a successful transition and sustained process excellence.
Accomplishments
- Best Employee – Innovator Award (2024): Recognized for driving innovative process improvements and operational excellence.
- Best Team Leadership Award (2025): Awarded for outstanding leadership, team performance, and successful delivery of business objectives.
- Best Performance Award (Q1 2026): Recognized for outstanding performance, consistent delivery of high-quality results, and exceeding business expectations.
Additional Information
- Address : - 603, Ekveera Heights, Nr. Panvelkar Green City, Ambernath-421501.
- Dob : - 24th July'1991
- Status :- Married
Languages
- English
- Hindi
- Marathi
Hobbies
- Exploring new places through motorcycle touring
- Cooking and trying new recipes in my spare time
Timeline
Senior Customer Service Associate
Fiserv
02.2016 - Current
Specialist
Sterling Talent Solutions
06.2015 - 02.2016
Customer Service Associate-Voice
Serco Global Services
08.2013 - 06.2015
Bachelor's in Commerce - Commerce
Smt. Chandibai Himathmal Mansukhani College
Higher Secondary School -
New English High Jr. College
Secondary School Education -
SSP English High School