Rajdeep Hazarika
Hyderabad
Overview
4
4
Languages
1
1
Certification
9
9
years of professional experience
Work History
Escalation Representative
Wells Fargo
hyderabad
04.2023 - Current
- Presently working for general banking department(ECRL)
- Resolving customer research document by using banking tools like CIV, SPV, CRM,MARS, VISA, DIPR, DATX, CLAIMS, NICE, TRANSIONING and many more
- Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues and process complex transactions online
- Perform moderately complex initiatives to resolves client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
- Resolve customer transaction related query , ACH transaction , WIRE Transactions, Zelle Transaction , handle disputes , Claims (Fraud and Non Fraud) using more than 35 banking tools.
- Interact with internal and external customers to respond to the raised concerns
- Resolved complex customer escalations, ensuring timely and effective resolutions to enhance satisfaction.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Analyzed customer feedback trends to identify recurring issues and implement proactive solutions.
- Trained and mentored junior staff on escalation protocols, fostering a culture of continuous improvement.
Senior Sales Manager
Future Generali
Guwahati
09.2022 - 02.2023
- Recruiting IMs (insurance manager) and providing regular training for selling insurance policies
- Achieving the targets assigned and maintaining sound relations with the clients and agents
- Licensing, tracking and activation of the agents
- Playing the role of a problem solver and actively resolving issues and queries
- Hold regular meetings with agents , Lead Providers, intermediaries on a regular basis and maintaining records of the same in a planned and systematic manner
Process Associate
Genpact
Hyderabad
03.2018 - 09.2022
- Worked for 2 different processes Samsung and whatsapp payments
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Resolve technical problems of compressors and condensers used at home appliance products
- Maintaining good relationships with Clients and explaining them new products available at market
- Explaining about Samsung mobile application
- At what’s app payments helping users about UPI related transaction
- Educating user about fraud related transaction
- Educate users how to raise grievances using what’s app payments
- Solving liquid money (UPI)transaction
- Using Facebook tool software like AiSebsy, Infobip, Zoko to Resolve Customer or What’s app Business Clients Transaction Related Query
Service Associate Consultant
Policybazaar.com
Gurugram
08.2017 - 03.2018
- Helped clients build, manage, preserve and transition financial resources and wealth.
- Built client relationships through sound, thoughtful and objective advice.
- Guided clients in building, managing, preserving, and transitioning financial resources and wealth to achieve their financial goals.
- Cultivated strong client relationships by providing sound, thoughtful, and objective financial advice tailored to individual needs.
- Following up through calls and emails for conversation of leads.
- Navigated multiple computer systems, applications and utilized search tools to find information.
- Following up through calls and emails for conversion of leads.
- Managed term and health insurance processes.
- Established and maintained relationships with individual and business customers, assisting them in resolving issues and enhancing overall satisfaction.
Education
Post Graduate Program - International Business Management
INLEAD
GrugramB. Tech - Civil Engineering
Godavari Institute of Engineering & Technology
RajahmundrySkills
Client Service and Support
Payment Processing
Regulatory Knowledge
Financial Compliance
Problem-Solving Strengths
Conflict resolution
MS Office
Productivity Standards
Customer satisfaction
Certification
Sql and Linux
Timeline
Sql and Linux
01-2026
Escalation Representative
Wells Fargo
04.2023 - Current
Senior Sales Manager
Future Generali
09.2022 - 02.2023
Process Associate
Genpact
03.2018 - 09.2022
Service Associate Consultant
Policybazaar.com
08.2017 - 03.2018
B. Tech - Civil Engineering
Godavari Institute of Engineering & Technology
Post Graduate Program - International Business Management
INLEAD