NIKITHA HARIDAS

• Perform root cause analysis on customer's feedback and share the reasons for customer dissatisfaction with the managers to provide feedback to engineers.
• Collaborate with the management team to create and implement quality initiatives resulting in better CSAT scores along with regular updates on quality metrics, consistency issues and quality production deficiencies.
• Participate in weekly calibration sessions to ensure that the cases are reviewed in alignment with the process.
• Employing a systematic approach to identify, analyze, suggest, develop, implement and evaluate solutions aimed at enhancing the customer experience and reducing customer effort or pain points.
• Provided thorough documentation on all quality control activities and results.
• Maintained records of inspection results, test data, and other relevant information.

• Highlight the employees that are currently out of adherence with the planned schedule. Monitor in real-time on the Supervisor console tool as to what an agent is scheduled to be doing, and what they are actually doing and highlight and escalate if any aux has been abused or if the current schedule for an employee is not being followed. (Lunch/ Break Aux, Coaching, NPS, Chat or Busy Auxs etc.)

• Partner closely with the operations team to develop strategies to improve efficiency, create control plans and measure success through Key Productivity Indicators.

• Forecast scheduling needs/changes and the impact to the labor budge.

• Create forecasting reports on Excel for production operations on existing and forecasted labor utilization.

• Analyze data using web tools and other Company software.

• Assist managers and scheduling team in the identification, prioritization, coordination, support, and execution of high impact improvement plans for sustainable cost savings.

• Run required reports based on defined cadence.

• Coordinate departmental schedules in conjunction with supervisors and managers, including training, team meetings, vacation, overtime to maximise service levels.

• Emergency Response and Incident Management: In emergency management, specialists play a crucial role in responding to emergencies or incidents. They coordinate resources, track incident progression, and communicate critical information to support effective response efforts.

• Responsible for evaluating the circumstances of a case of suspected fraud and making recommendations about the future measures.

• Reporting the fraudulent users by narrating SAR and reporting directly to relevant authorities (NCA & FNTT).

• Conducting extensive and confidential investigations of suspected fraud allegations and running background checks, employee investigations, and asset searches on suspected culprits.

• Analyzing documentation, such as victim testimonies and financial records to determine if fraud occurred.

• Writing in-depth reports on the findings.

• Monitoring the activity in the account mainly with transactions to help to identify ML/TF activity.

• Identity and analyse the alerts generated by the monitoring system in order to identity potential suspicious activity, escalate any red flags and potential risks to the authorities.

• Determination to succeed and complete a thorough investigation.

• Ensure all the documents that are submitted for CDD are in line with the internal policies and handle sensitive and confidential information.

• Ensure timely completion of projects and goals in accordance with engagement and client requirements.

• Bring in innovative ideas and process improvement proposals to improve the business and the quality.

• Worked as an individual contributor.
• Served as a primary fulfilment group for all Corporate Escalations including sources from the Regulatory bodies such as Federal Reserve Bureau, Attorney General, Better Business Bureau etc.
• Assist the escalations leadership team in providing them with a detailed investigation report of the issues that had been identified along with the documented reports of the information that had been provided by different teams regarding the particular complaint management case.
• Ability to identify business needs and process opportunities that are essential.
• Responsible for the thorough completion of requests along with realistic timelines when significant research is required.
• Assist the Agency team and the enterprise leadership team with any requests for further investigation and research.
• Provided expert knowledge related to the company products, services, business rules and policies.
• Utilize business communication skills to articulate in writing, a complete summary, analysis and conclusion of escalated complaints.
• Ability to maintain impartiality, remain objective and possess strong judgment skills.
• Navigate seamlessly among multiple tools such as Salesforce, Agency core escalation matrix, MicroStrategy, Scully reporting, JIRA, Outbound and Microsoft office tools such as Word and Excel.

Created the claims using consolidated claims system in order to get the money back for our clients.
Had to verify the clients on different level to access their account information via the social security number (SSN) / account number/ debit card number.
Working on different applications to get the bank information of the clients and sort out the data accordingly.
Addressed a lot of client inquiries and complaints on a daily basis.
Based on the information provided by the clients, had to file the claims as fraud /non -fraud.
Dealt with fraudulent as well as non fraudulent scenarios.
Effectively worked on Debit/Credit card, Check forgery, IBP and Chase online transactions.
Worked on multiple applications such as Outlook, Microsoft Excel and other applications internal applications within the organization.
Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Connected with the bankers and different specialists to gauge the level of urgency of the issue that has to be fixed and ensure that the customer’s money is safe and provide an accurate resolution.
Tracked fraud cases and monitored trends to develop strategies for prevention.
Produced detailed reports of fraud investigations and presented findings to different departments in order for the issue to be addressed.
Contacted customers directly to notify of fraudulent activity and minimize impacts.
Carried out day- to -day analyst duties accurately and efficiently.

• Worked in a process called AT&T.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Served as primary point of contact for support relating to owned solutions and products.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Created individual tickets every few minutes and documented the issue as well as the necessary steps followed to provide end user support and resolve the issue for the clients.
• Assisted users via live chat and phone to resolve issues related to the software use and access.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Delivered an exceptional level of service to each customer by listening to the concerns and answering queries.
• Supported the technical analyst role in improving operations and resolving issues to deliver top notch customer service.

• Was contacted via phone to resolve queries regarding the windows OS and also the applications such Microsoft office applications and system related applications
• Created a number of individual tickets for each issue that the clients faced and to provide end user support on Windows.
• Processed a number of support requests received over a particular timeframe for technical assistance on wide range of issues related to software and hardware.
• Assisted the users via phone, email and chat and took remote sessions on the client’s system to get the issues resolved related to system hardware and software.
• Worked directly with the higher-level teams to achieve the desired resolution.
• Ensured adherence to the regulations for continued company compliance.
• Investigated system issues and implemented resolutions to reduce downtime.
• Involves installing all new hardware, systems and software for networks and maintain network services, equipment and devices within Cisco.
• Have knowledge in installing Bit locker application (DECRYPT & ENCRYPT)
• Troubleshooting Web Ex related issues – Add in issues on Outlook, application issues, etc
• Having the thorough knowledge of backing up the data using tools such as Crash plan & Cisco BOX.