Logical Service bringing [8+] years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Hi, I’m
MARIA ROGER
Bangalore
Summary
Overview
9
years of professional experience
Work History
Aegis, Bengaluru, KA
Customer Care Executive
08.2014 - 10.2015
Job overview
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Supported the development of departmental policies, drawing on extensive experience in providing exceptional customer service.
- Coordinated timely responses to online customer communication and researched complex issues.
- Assisted in training new team members to ensure a high level of customer care expertise across the department.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
Watech Engineers, Bengaluru, KA
Supervisor
01.2016 - 05.2017
Job overview
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Solicited customer feedback to identify and improve on areas of weakness.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Created and managed project plans, timelines and budgets.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
BCD Travel pvt ltd, Bengaluru, KA
Sr. Consultant
07.2017 - 09.2020
Job overview
- Created and developed detailed work plans to meet business priorities and deadlines.
- Streamlined project management processes, improving efficiency and reducing overall costs.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed custom solutions based upon clients' strict requirements.
- Evaluated customer needs and feedback to drive product and service improvements.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Monitored and managed staff performance to attain target metrics both individually and team unit.
JP Morgan Chase, Bengaluru, KA
Specialist
10.2020 - 08.2023
Job overview
- Collections / Claims / Cheques fraud
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Developed and documented collection procedures and policies to comply with government regulations.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked with customer to create debt repayment plan based on current financial condition.
- DEBIT CLAIMS
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
- Reduced debit card fraud incidents by implementing effective monitoring strategies and identifying suspicious activities.
- Conducted interviews with suspects and filed reports of findings.
- Analyzed transaction data to identify emerging trends in fraud tactics, enabling proactive response to potential threats.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Supported cross-functional teams with expert knowledge on debit card fraud prevention and detection methods.
- Spearheaded efforts to update internal procedures for handling debit card fraud cases, enhancing overall effectiveness of the team''s operations.
- CHECKS FRAUD
- Optimized fraud detection systems by incorporating machine learning algorithms for improved accuracy and efficiency.
- Leveraged advanced data analysis techniques to identify patterns in financial transactions, leading to the early detection of potentially fraudulent activities.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Education
GITAM UNIVERSITY Hyderabad, TG
B.Com
12.2019
University Overview
Kabir PU College Bengaluru, KA
Higher secondary School
03.2016
University Overview
St.Aloysios School Bengaluru, KA
School
04.2010
University Overview
Skills
- MS Office
- Data Entry
- Payment Processing
- Process Improvement
- Analytical Thinking
- Business Development
- Employee Coaching and Mentoring
- Hiring and Training
- Performance Tracking and Evaluation
- Project Planning
- Team building
- Business Analysis and Reporting
Languages
English - Fluent
Tamil - Native
Kannada - Fluent
Hindi - Fluent
Telugu - Conversational
Urdu - Conversational
Hobbies and Interests
Hobbies and Interests
- Chess
- Reading books
- Boxing
- Football
- Swimming
Disclaimer
Disclaimer
I Declare that the information is true to the best of my knowledge.Timeline
Specialist
JP Morgan Chase
10.2020 - 08.2023
Sr. Consultant
BCD Travel pvt ltd
07.2017 - 09.2020
Supervisor
Watech Engineers
01.2016 - 05.2017
Customer Care Executive
Aegis
08.2014 - 10.2015
GITAM UNIVERSITY
B.Com
Kabir PU College
Higher secondary School
St.Aloysios School
School
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