Rahat Ali
Indore
Summary
Highly motivated professional with a strong work ethic and the ability to adapt to new environments. Eager to join a dynamic team and contribute my skills to a meaningful project. Open to exploring opportunities in various industries and roles.
Summary
A dedicated Customer Service Associate with more than 4 years of experience in providing excellent customer service through active listening and problem-solving with deep knowledge of how to best assist all types of clients in the most challenging situations, whether face to face, over the phone, or by email. Very well organized with the ability to be productive, dependable, and multitask when necessary. A team player, capable of assuming a variety of responsibilities.
Overview
5
5
years of professional experience
Work History
Underwriter and Investigator
Annova Solutions| HUBBE
Indore
04.2024 - Current
- With a proven track record in assessing financial risk and providing tailored loan solutions.
- Skilled in data extraction, income statement analysis, and generating comprehensive Loan-to-Value (LLO) reports.
- Proficient in MS Excel and OCR for efficient data processing.
- Possess strong communication, sales, and pitching skills to effectively interact with clients and secure business financing deals within the merchant and business sector.
- Extracting data from the consumer bank statement and providing the valuation and validation of their business, tenure, and sources of income.
- Conduct timely investigations into sales force/internal staff violations or fraud, ensuring compliance with regulations and processes.
- Analyze large-scale data sources to identify fraud insights, issues, and recommend solutions.
- Prepare monthly reports, providing finance for business and merchant consumer for Australia.
Inbound process | B2B
Teleperformance
Indore
08.2022 - 02.2024
- Company Overview: Mastercard CTS
- My job involves answering incoming customer concerns and queries with expertise and timeliness, and maintaining quality of responses
- I also need to take active ownership of clients' issues and work closely with internal teams to make sure the standards of Mastercard white-glove support are maintained at all times
- At a technical level, my work here mainly consists of recognizing, troubleshooting, and resolving issues involving
- Monitor Salesforce for incoming alerts related to transaction discrepancies and ensure timely response and resolution
- Utilize Oracle Toad to access and analyze transaction details, identify discrepancies, and investigate the root causes of mismatches
- Collaborate with banks to gather relevant data, communicate discrepancies, and work towards reconciling the differences
- Receive and process data from banks provided in Excel sheets, ensuring accurate and efficient handling of information
- Take ownership of resolving transaction mismatches by coordinating with internal teams, banks, and other stakeholders
- Maintain detailed records of transactions, investigations, and resolutions for auditing and reporting purposes
- Generate reports, analyze trends, and provide insights on transaction discrepancies to enhance operational efficiency and minimize errors
- Mastercard CTS
Sr. Process Executive
Sutherland
Bhopal
08.2021 - 07.2022
- Company Overview: Dubai Telecom
- I worked for DU where on a daily basis I had to answer incoming customer calls and resolve their technical issues related to products and services
- This was my very first job and here I learnt and understood the basics of working in a BPO- the requirements and responsibilities
- I had to communicate with customers of the company and deliver my best to resolve their issues
- Here, I not only met but exceeded my KPIs and KRAs, with 90%+ CSAT and quality scores throughout my association with the company
- Dubai Telecom
Flipkart Out-bound voice Process, Business to Customer
Startech PVT LTD
Bhopal
02.2020 - 02.2021
- Attending escalation calls apart from taking normal calls
- Conveying the client requirements to the team regarding the process
- Attaining daily, weekly, and monthly targets specified by the process
- Adhering to the schedule as prescribed by the TL
- Providing the feedback to the process manager at the end of the day
Education
Civil Engineer -
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal, India05.2017
Matric -
Queen Mary Higher secondary School
Bhopal, India01.2013
Skills
- Excellent Communication
- SQL
- Auto CAD
- Oracle Toad
- Smart Data
- Basic Excel
- OCR
Accomplishments
- 4-time University national-level winner in Weightlifting.
- 2 Time State level winner in Swimming.
- Inter-school level winner in Football.
Hobbies and Interests
- Exploring distant lands
- Getting lost in a good book
- Capturing moments
- Feeling the music
- Every kind of sport
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Timeline
Underwriter and Investigator
Annova Solutions| HUBBE
04.2024 - Current
Inbound process | B2B
Teleperformance
08.2022 - 02.2024
Sr. Process Executive
Sutherland
08.2021 - 07.2022
Flipkart Out-bound voice Process, Business to Customer
Startech PVT LTD
02.2020 - 02.2021
Civil Engineer -
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Matric -
Queen Mary Higher secondary School
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