Namrata Paul
Bangalore
Summary
Dedicated Risk professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
Work History
Risk Operation Agent
PayPal India Private Limited
11.2020 - Current
- Reviewed and updated customer responses to claims filed against them or on their behalf.
- Completed pending reversals and restricted non-compliant accounts
- Closed claims filed through PayPal’s Consumer Protection Policies.
- Escalated to Fraud Investigations & reviewed limited PayPal accounts to determine the legitimacy of the account and account holder which includes determining cases that need to be resolved by the customer to lift their Limited Access.
- Prepared variety of different written communications, reports and documents.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Officer – Operations Support
Tesco
11.2018 - 06.2019
- Provided support to customers by delivering quality advice on security related issues in accordance with company policy.
- Monitored all alarm activations from company premises that operated the alarm receiving center according to the mandate of the relevant standards and governing bodies.
- Maintained accurately Security operations databases
- Time management being the key for this process efficiently managing all the alarm activations on time and responding to them with logical reasoning and interpersonal skills.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used coordination and planning skills to achieve results according to schedule.
- Resolved problems, improved operations and provided exceptional service.
Associate Advisor
Amazon
02.2016 - 03.2018
- Have been a part of the training and development committee to make the process simpler for the newly hired so that they can cope up with the process easily.
- Supported the L&D department to design the training modules.
- Assisted the hiring committee to hire the best individuals by shadowing in the interview panel.
- Handled performance of the team and guided them to meet quality service
- Ensured there are no errors in the process through quality check.
- Project head for ABQ development plan (i.e, ensuring bottom quartile performers to improve and perform better)
- Handled critical issues and escalations from sellers and ensured seller satisfaction by providing optimum solutions.
- Ensured proper knowledge management and process transition. associates are updated with the process changes
- Trained new hires to make them process ready and audited deliverables of new joiners to ensure quality delivery.
- Responded to sellers’ queries and provided necessary solutions
focusing on customer obsession and ensured best quality service.
Education
PG in Digital Marketing & Communication - Social Media Marketing
Upgrad
2021
Bachelor of Commerce -
Jyoti Nivas College
Bangalore2015
Skills
- MS Office
- People Management
- Excellent communication skills
- Quality control and process enhancement
- Team management
- Creativity and visualization
- Risk assessment skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
- Collaborated with team of 30 in the development of KTR Project– Finding errors in the system and fixing the broken process to ensure smooth workflow for the associates and improved seller experience.
Timeline
Risk Operation Agent
PayPal India Private Limited
11.2020 - Current
Officer – Operations Support
Tesco
11.2018 - 06.2019
Associate Advisor
Amazon
02.2016 - 03.2018
PG in Digital Marketing & Communication - Social Media Marketing
Upgrad
Bachelor of Commerce -
Jyoti Nivas College
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