N.Goutham Maney
Level 2 Complex Analyst
Bangalore
Summary
Rational Level 2 complex Analyst with 07 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Level 2 Complex Analyst
Telstra India Pvt Ltd
08.2020 - 04.2024
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Supported budgeting processes by providing accurate forecasts and timely variance analyses.
- Gathered, organized and input information into digital database.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Fraud/Claims Specialist
J P Morgan India Services Ltd
04.2017 - 04.2020
- Understanding and implementation of KYC standards, guidelines, policies and procedures
- KYC expert in Corporate and Investment banking domain to conduct end to end KYC
- Collection and verification of confidential client data via publicly available and internal sources
- Exhibit the highest standards of customer service to our internal and external customers (inclusive of confidentiality)
- Partnered with acquisition and account management strategy owners to identify leading indicators of risk and drive enhancements towards innovation in risk strategies
- Create an effective and efficient team through continuous communication, timely feedback, and appropriate supervisory practices
- Retail Fraud Prevention which handles fraud decisioning based upon tool utilization & analysis for Electronic Money Movement, Deposit/Check Review, New Account Screening, Kite, Inclearing, and Fraud Hotline
- Retail Customer Claims assists customers with electronic/check fraudulent & merchant dispute transactions on Debit Card, ATM, ACH, Checks, and Chase Online for consumer and business accounts for all lines of business
- The function decisions claims for payment or denial according to federally regulated guidelines.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
Subject Matter Expert
Netzealous Services LLC
10.2015 - 03.2017
- Build relationships with customers, understand their needs and up sell appropriate products
- Ensure registration & sales data are processed to create a funnel-pipeline for webinar sales
- Ensure pre sales enquiries processed to create a funnel-pipeline for webinar sales
- Ensure customer incoming calls are handled well to make quick sales situations
- Research to gain more customer data
- Collect and capture Data regarding sales, enquiries or opportunities and forward them to BD & Sales Head to suggest or take action
- Involve self in continuous data building for future webinar sales
- Involve self in customer surveys to gain valuable insight to business needs & future deals
- Help analyze & use data from surveys
- Help in customer call flow - web logistics - customer support - whenever necessary
- Meet customer requirements through first contact resolution, if required engage the customer with more business talking
- Provide additional services & trainings as & when needed to customer & update customer file history
- Effectively Handle/transfer customer requests to an appropriate desk & be alert
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Place and/or receive customer enquiries that may require deviation from a script or sales flow process
- Provide answers and/or advice to customers based on their particular requirements and customer profile
- Troubleshoot & research and analyze customer problems with payment gateway (non technical), service-WebEx, disconnects while payment is processed
- Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate training session & handle corporate sales leads effectively.
Business Development Executive
Flacourtia Pvt Ltd
05.2014 - 08.2015
- To generate and develop new business opportunities and increase net income for the Hospitality department
- To sell a sought after venue across varied market sectors through proactive sales activity
- Identifying and pursuing new business sales opportunities both by use of the company database, networking, B2B opportunities, exhibitions and client entertainment
- To generate events business from warm business leads and where possible new business contacts through attending face to face sales meetings in order to build lasting relationships
- Development and implementation of sales marketing campaigns and client entertainment
- Establish positive links with potential partners and stakeholders and target number of referrals for proposal
- Work closely with the marketing department to schedule in annual PM events for our members and client entertainment
- Obtain and bid for major new clients
- SLA adherence through delivery of services in accordance with set deadlines
- Prioritizing workload, providing timely and accurate resolutions.
Financial Associate Specialist
Dell International
09.2009 - 02.2014
- Handling Inbound customer care & Technical support calls for any orders placed through DELL
- Hands on experience in reinstallation of all OS ( windows XP,Vista,7, & windows 8
- Handling inbound calls for US clients in fixing hardware and software for desktop
- Portables and wireless
- Configuring emails through SMTP/POP
- Business performance analysis and providing recommendations to improve key metrics
- Responsible for monitoring real-time queue status and driving routing performance as per routing rules defined
- Managing DB Sites/ OSP call volumes mix
- Monitoring and Calling out to Business Issues affecting the Performance
- Up-selling Products through dell.com
- Develop scheduling reports based on forecast outlooks and general scheduling scenarios as requested by management
- Provide schedules for contact centers to ensure maximum performance
- Supervising and supporting the team/Manager on important functions such as Quality, Productivity, Process changes/updates, performance evaluation, Manage service level, Escalations
- To work hand in hand with the team manager to achieve the targets or goals set by the business
- Manage the team in the absence of the team manager
- Mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Technical Support Executive
First Source Ltd
02.2007 - 08.2009
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Ensure that the network is fully operational and appropriately integrated for access with other systems
- Analyze and monitor network activity to ensure optimal network operation
- Monitor network traffic, usage, and performance
- Run diagnostics to forecast performance thresholds
- Perform analysis of network efficiency (e.g., channel, trunks, etc.), traffic routing and troubleshoot system failures.
Sales Executive
Adesh Marketing Ltd
05.2005 - 07.2007
- Provide customer service for any order related issues in the depot
- Second in command in the team
- Which includes taking care of the team, conduct team meetings and taking over responsibilities in the absence of the team leader
- Keeping a Track and also educate the Team about the sales.
Education
Bachelors in Computer Applications - Computer Science
Alagappa University
Karaikudi, Tamil Nadu 04.2009 - 06.2012
Skills
Sales force Admin
undefinedAccomplishments
- Best Team Award in Q1 FY_24
- Bronze Award in Q2 FY_23
- Bronze Award in Q1 FY_23 for improving CSAT
- Team Award for outstanding contribution towards Quality Team Awarded as Expert of the Week and Month for Highest Resolve Rate and Customer Experience –
- Been awarded sportsperson of the year award in 2022 for captaining Cricket team. Also have won 6 All India inter zonal cricket tournament titles since September 2008.
- Secured first rank in India appearing for BCCI exam for cricket scorers and statisticians in 2006.
- Officiating One-Day international, Test, IPL and BCCI matches since 2006.
- Represented I,II and III division clubs in Group I League in Bangalore, Karnataka.
- Represented Bangalore Zone and President’s XI in Karnataka Inter Zonal tournaments. Also was a part of the Karnataka probable team.
Marital Status
Married
Sex
Male
Personal Information
- Date of Birth: 05/05/1986
- Nationality: Indian
Timeline
Level 2 Complex Analyst
Telstra India Pvt Ltd
08.2020 - 04.2024
Fraud/Claims Specialist
J P Morgan India Services Ltd
04.2017 - 04.2020
Subject Matter Expert
Netzealous Services LLC
10.2015 - 03.2017
Business Development Executive
Flacourtia Pvt Ltd
05.2014 - 08.2015
Financial Associate Specialist
Dell International
09.2009 - 02.2014
Bachelors in Computer Applications - Computer Science
Alagappa University
04.2009 - 06.2012
Technical Support Executive
First Source Ltd
02.2007 - 08.2009
Sales Executive
Adesh Marketing Ltd
05.2005 - 07.2007
Similar Profiles
Sharmila EltepuSharmila Eltepu
Salesforce Developer at Telstra India Pvt LtdSalesforce Developer at Telstra India Pvt Ltd
Bharath PrakashBharath Prakash
Incident Manager at Telstra India Pvt. LtdIncident Manager at Telstra India Pvt. Ltd
PRAVEEN LAKSHMANAPRAVEEN LAKSHMANA
Senior AI Consultant at Telstra In India Private LimitedSenior AI Consultant at Telstra In India Private Limited