Melissa Dsilva

• Handled Checker vertical for Credentialing (Onboarding and Termination) for Specified user and Non- specified users.
• Managing team, resolving queries and have shared multiples solution for streamlined the process and managing and maintaining the onboarding TAT
• Streamlined operations for increased efficiency by identifying bottlenecks in the process and implementing targeted solutions within the team.
• Handled various audit requirements such as concurrent audit, Internal audit and RBI audits.
• Worked on BRD in automating the credentialing process, where there are manual intervention gaps.
• Involved in working with various Re-conciliation activities as a part of projects which were based on internal system data.
• Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all within the team and implemented with managers support.
• Established team priorities, maintained process brush ups timely through online and offline training sessions and monitored performance.
• Recruited, interviewed and hired employees along with senior support.

Senior Associate (June 2022 to March 2023)

Role: Operations

Process: Credentialing

Team Leader:

• Along with the checker role, currently manages the credentialing team
• Prepared learning Knowledge document for the entire process with standardized drafts to be followed by the maker while processing and communicating with internal or prospect members.
• Handled escalations and critical cases and delivered responses to the members.
• Trained all new resources for credentialing which are currently working with in the team
• Knowledge of Salesforce application
• Given walkthrough of the process to various departments, also initiated automation setup and Salesforce training for credentialing.

Checker:

• Working as checker – reviewing all the maker activity, approving reviews, coordinating and processing the requests with various cross functional teams.
• Maintaining and publishing Checker MIS.
• Working with the team over the process as to complete the onboarding of prospect members before TAT.
• Worked over critical cases without breaching the TAT and escalation matrix.

Maker:

• Understanding Member onboarding process from sales and gained knowledge of how to set the process in operations
• Documented the process for Credentialing and various short processes in credentialing along with process flow for all the streams and shared with the Team.
• Worked as maker in onboarding (Specified users, NBFC, Banks, Credit institutions and Non Specified users prospects members
• Worked as maker in overall credentialing process which includes cross functional departments and later moved to checker role.
• Knowledge gained over onboarding for all the category (Credit institution, Non Specified user (DTC), Specified User 3(j) and Specified User).

Process: OLM

Role: Operations

• Handling Online Maintenance for Consumer Bureau
• Maintaining MIS for banks according to the data provided on daily, weekly and monthly basis.
• Knowledge of CRM application (Ticketing base)
• Attending calls of the member banks and other financial institutions and resolving the queries raised
• Handling the DRS (Dispute resolution system) process as per the cases assigned
• DRS Training session given to various member as per how to process OLM through the system designed for members
• Worked over Linux programming in uploading and correcting bulk data given by member and banks in OLM.
• Knowledge in MFI Bureau over OLM data correction
• Knowledge in handling team, auditing the work from member agents
• Handled audit related requirement, fetched the data required by the auditors and explained through email mode
• Given walkthrough of the whole OLM process over all 3 bureau (consumer, commercial and MFI) to audit quality team.

Process: ID and User Management

Role: Operations

• Knowledge and worked on wisdom Application
• Tracking all pan India requests for creating, unlocking & resetting the ID/passwords for all over banks and financial Institutions
• Mail communication and coordinating with the member banks and Financial Institutions
• Attending the queries regarding the issues faced by the Member banks and Financial Intuitions.