Summary
Work History
Education
Skills
Languages
Activities And Abilities
Timeline
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Muralikumar Muthusamy

Chennai

Summary

Dynamic team lead with a proven track record in resolving customer issues and driving productivity metrics. Strong verbal and written communication skills complement a flexible work ethic in the IT industry.

Work History

Team Lead

Wipro Technologies
09.2018
  • Investigating & resolving customer's issues and complaints regarding operational matters, observing all queries & client feedback in professional manner.
  • Utilizing various techniques to identify the Issuers/Acquires issues by analyzing and creating a standardized information and using supported documentation
  • Interacting with other members like Issuer, Acquirer & Processors to deal with their Authorization, Clearing, Settlement, Fraud center Chargeback & Billing transactions
  • Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers' accounts
  • Taking care of quality team for both Chennai and Manila on driving the below metrics.
  • Several operational reports are sent to the team to drive productivity, CSAT & Quality.
  • Share audit dashboards to all three locations twice weekly and showcase the productivity of the QA’s.

Operations Manager –Banking

Wipro Ltd
Chennai
  • Company Overview: Client:- One of the largest Banking Institution in United States.
  • Global Customer Service, providing support 24/7
  • Project Management Officer- Operations Manager (PMO)
  • Investigating & resolving customer's issues and complaints regarding operational matters, observing all queries & client feedback in professional manner.
  • Utilizing various techniques to identify the Issuers/Acquires issues by analyzing and creating a standardized information and using supported documentation
  • BGV( Background Verification)Initiation & completion, Onboarding initiation and submission as per client portal.
  • Offboarding and Onboarding as per requirement from team and client as mentioned in email.
  • Working with client on SOW and Billing related with our internal team.
  • Rate card and Skill Set confirmation taken by me with ADH (Associate Director Head)

Movate – Formerly known as - Cybernet Software Systems ( CSS Corp)
Chennai
  • Company Overview: Client – Netgear
  • Providing Technical Service Support for North American and UK customers 18/7.
  • Providing technical support to B to C customers for queries related on Router and Modems.
  • Route the customers to correct team who’s netgear warranty has been elapsed.
  • Provide hardcore technical support for Enterprise customers as well.
  • Client – Netgear
  • Excellent feedback on the performance and contribution in the achievement of customer Satisfaction.
  • Received Netgear – R&R from the project for getting more number of Kudos consecutively for Quarter.
  • Awarded as the best C Sat performer twice.
  • Often appreciated by Ops team and Clients for helping the team’s for improving and consistently performing good in C sat and quality scores.

Education

B.Sc - Geography

Presidency College, University of Madras
Chennai

Skills

  • Proven track record of success
  • Understanding of activity metrics
  • Understanding of the IT industry
  • Flexible attitude to the work ethic
  • Strong verbal and written communications skills
  • Team Building and Leadership
  • SLA Management
  • KPI Management
  • MSA Management
  • Process improvement and management
  • Learning and development

Languages

  • English
  • Tamil
  • Hindi

Activities And Abilities

  • Proven track record of success.
  • A true understanding of activity metrics those are key to success.
  • Understanding of the IT industry.
  • Flexible attitude to the work ethic.
  • Strong verbal and written communications skills.
  • Team Building and Leadership
  • SLA, KPI & MSA Management
  • Process improvement and management
  • Learning and development

Timeline

Team Lead

Wipro Technologies
09.2018

Operations Manager –Banking

Wipro Ltd

Movate – Formerly known as - Cybernet Software Systems ( CSS Corp)

B.Sc - Geography

Presidency College, University of Madras

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Muralikumar Muthusamy