Nisha Rani
Team Manager
Bangalore
Summary
With 12 years of experience in management, I have worked in various roles like Trainer, QA, and TL. Total expertise lies in stakeholder management, business information security risk analysis and identification, emerging threats, research and information gathering, efficient resource pool management, pro-active performance management, and guiding/motivating people to develop their skill set. I have a proven track record of improving team performance, operations, and productivity.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Team Leader
PayPal
08.2021 - 08.2023
- Handling Dispute and Payment process where auditing and coaching (Basis GROW model) was prime responsibility to provide excellence customer service.
- Prepared written opinions or decisions regarding cases.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
Asst Mgr, Wealth Personal Banking Operations
HSBC Electronic Data Processing Pvt. Ltd
06.2012 - 08.2021
- Handling US Region (Signature Handling Services, Image Research and Legal Paper Processing)
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Conducted financial, compliance and operational audits.
- Identified audit risks, prepared budgets, and coordinated with management and audit team in preparing related reports.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Administered auditing program to address risks and evaluate compliance with regulatory requirements.
- Complied with federal, state and local requirements.
- Consulted decision-makers to gather information and, resolve audit-related problems.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Coordination for business continuity planning (BCP)
QC/Trainer
HSBC Electronic Data Processing Pvt. Ltd
02.2016 - 08.2018
- Credit services, Worked in International Banking Center, KYC, Live-chat and Signature Handling Services, CRS, and Fraud Investigation.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Analyzed team performance and identified opportunities for additional training.
- Contributed to reductions in employee turnover by revamping training programs.
- Implemented diverse instructional methods, optimizing trainee engagement.
Customer Service Executive
HSBC Electronic Data Processing Pvt. Ltd
06.2012 - 01.2016
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
Education
Bachelor of Arts - Arts
Sri Venkateswara College
DelhiSkills
Complaint Resolution
Employee Evaluation
Client Service
Team Supervision
Quality Improvement
Shift Scheduling
Work Planning
Documentation and Reporting
Daily Workflow Improvement
Issue Resolution
Onboarding and Orientation
SMART Goals
SOP Adherence
Key Performance Indicators
Coaching and Mentoring
Certification
Diploma in French Language
CAMI
CAMI certification is a Anti-Money Laundering (AML) compliance program designed for individuals interested in becoming AML specialists. This certification is ideal for those who want to become proficient in conducting AML investigations. The program primarily focuses on understanding and protecting businesses from transactions that may lead to money laundering and terrorist financing. It equips participants with practical knowledge to tackle threats, crimes, and fraudulent activities related to handling funds and customers.
Timeline
Team Leader
PayPal
08.2021 - 08.2023
QC/Trainer
HSBC Electronic Data Processing Pvt. Ltd
02.2016 - 08.2018
Asst Mgr, Wealth Personal Banking Operations
HSBC Electronic Data Processing Pvt. Ltd
06.2012 - 08.2021
Customer Service Executive
HSBC Electronic Data Processing Pvt. Ltd
06.2012 - 01.2016
Bachelor of Arts - Arts
Sri Venkateswara College