Naveen Mayilvaganan

Job description:

● Analyzing the high valued customer’s disputed transactions (> $10,000), with all suspicious Mandatory checks, and checking whether the disputed transactions happened because of the fraudster or the customer is not recognized the transactions. If the criteria satisfy with our investigation checks we will refund the fraudulent amount to the customer as well as we are calculating the interest and fees for the disputed tenure. If the customer is not liable for those fees ,credit will be initiated for fraudulent charges and prior information will be given through correspondence.

My core activity is to audit all high valued customer’s cases and approval will be initiated to make a financial adjustment in customer account.

Responsibility:

● Oversee day-to-day operations such as Total volume, Inflow and Outflow

● Assigning daily work to the Team and same should get reported to the Management.

● Ensure all the Service level Agreement tasks get completed within the deadline.

● Reporting daily inventory to Onshore and Offshore Management

● Attending daily status call and weekly process improvement call with Onshore.

● Make sure that all the entitlement of the users and process downloads getting fulfilled.

● Attending the client call for volume perspective, process deviations and strategic planning.

● Preparing PPT for process related things such as automation/re-engineered process flow and training purpose or any other presentation.

● Handling the process related escalations and sharing the best practices to avoid

● Managing the Kana working agents such as roster for weekend support, clarifying the doubts and scheduling the maker and checker.

● Undertake quality check as per applicable sampling methodology within defined timelines

● Maintain all mandatory MI’s of the team.

● Reviewing the process documents in regular intervals in order to bridge the process deviation.

● Analyzing the error report of the team and finding out the root cause.

● Conducting brainstorming session and huddles with the team member

● Preparing the templates for Customer response

● Getting training from Onshore for any new process and giving training to teammates.

Achievements:

● Contributed myself in Three process migrations

● During the second migration, I have acted as a trainer for 32 members team

● In third migration which is currently am acting as a Team leader for 25 members team.

● Beginning of 2021, introduced plan for hiking loss avoidance which is name it as Expert queue. By adding new five steps for investigation process, saved $3,37,873 which is resulted in 7.5% increases in overall loss avoidance value.

● Successfully re-engineered the security investigation process and saved 2 FTEs from the process.

● Created Unit level daily inventory dashboard for fresh and pend volume along with the control measures.

● Prepared process level flow charts for three migrations.

● By implementing case segregation strategy, increased productivity from 33% to 107% along with good efficiency rate.

● Participated for process walk through presentation with Onshore and Offshore Management

● Got the gratitude award for four times.

● Twice represented myself for client visit and given my best in the discussion.

● Contributed ideas on automation projects in fraud and security operations.

● Conducted Training for almost 45 new joiners and made them as the best worker,

● Got the appreciation from the Clients for handled the two critical queues and completed the volume within the timeline.

● Performed as a process specialist of the team during the critical time.

● Cross trained in different process such as KANA, Credit balance refund, Reg Z report, Bankcard /AMEX cards and Audit.

● I have been supporting for automation of investigation process till date, which I believe is the future of security investigations.

● Encountered the loss (Duplicate credit and non-originating account) is happened because of the system issuing duplicate to the disputed charge and the same has been highlighted with the onshore team.

● Escalated the system issue to Onshore and same has been fixed at the beginning stage.

● Successfully automated the messy document converter tool.

● Managed the VCR launch issues and successfully completed all the cases by doing the frequent contact with the Onshore.

● Awarded as the star performer for the month of March 2017.

• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.

● I had an experience with both banking and credit card process

● To solve the customer queries and complaints

Responsibility:

● Need to solve the customer queries & complaints such as address change, mobile number Change, charges reversals of the over limit charges, Finance charge reversals.

● Educate Customers about net banking and net safe and online transactions procedures over Phone.

● Handling escalation calls which cannot handled by the trainee team members

● Educate the customers about the financial charges and late payment charges.

● Giving support to customers about net banking registrations and net safe Registrations over phone.

● After service cross selling also I need to do like third party products and cash on card, Jumbo cash Loan, Dial and EMI, Limit enhancement, Card upgrading, Home Loan, Personal Loan, Life insurance, One Assist.

• ● Customer service inbound Vodafone services. Handling customer queries and take complaints
• ● Got performance award PAT ON PACK