Rama Devi G N K
Bengaluru,KA
Summary
A competent professional with twenty years of qualitative experience in handling customer service-oriented roles as a Customer Service Executive, Trainer, Quality Analyst Representative in Contact center Sales and Service Department. Experienced as a Senior Case Manager for UK Non Ring Fenced Bank - Commercial banking department. Experienced in reviewing various profiles which include Politically-Exposed Persons, Corporates & Partnerships, Financial Institutions Undertaking Correspondent Banking Activity and Banks, Trusts, Funds, Non-Bank Financial Institutions (NBFIs), Professional Advisory Business (PAB), Government & State-Owned Enterprises (GSBs), Sole Traders, Not-for-Profit Organisations (NPOs) and Foundations (Private, Commercial Holding and Commercial Operating), Gambling Operations, Personal Investment Vehicles (PIVs), Guarantors, Syndicated Lending, Escrow Accounts, Special Purpose Vehicles, Captive Insurers, Reliance, Insurance and CMB Foundation Due Diligence.
Overview
21
21
years of professional experience
Work History
Senior Case Manager - KYC
Customer Due Deligence
2020.04 - 2024.03
- Experienced as a Senior Case Manager for UK Non Ring Fenced Bank - Commercial banking department
- Experienced in reviewing various profiles which include Politically-Exposed Persons, Corporates & Partnerships, Financial Institutions Undertaking Correspondent Banking Activity and Banks, Trusts, Funds, Non-Bank Financial Institutions (NBFIs), Professional Advisory Business (PAB), Government & State-Owned Enterprises (GSBs), Sole Traders, Not-for-Profit Organisations (NPOs) and Foundations (Private , Commercial Holding and Commercial Operating), Gambling Operations, Personal Investment Vehicles (PIVs), Guarantors, Syndicated Lending , Escrow Accounts, Special Purpose Vehicles, Captive Insurers, Reliance, Insurance and CMB Foundation Due Diligence
Analyst
HSBC Bangalore
2019.04 - 2020.03
- Worked as KYC Analyst in Customer Due deligence team for Channel Island and Isle of Man
Analyst
HSBC Bangalore
2016.03 - 2019.02
- Worked as KYC Analyst with CDD, CMB Malaysia process
- Work experience includes to ensure Relationship managers have provided the complete and coherent information of their respective Commercial banking customers for us to proceed with the Remediation work
- Reviewing the supporting documentation to complete Customer Due Diligence process and Co-ordinating with the Relationship Manager to obtain relevant information/documentation if required
- Role Profile: Currently working on USD Affiliate Remediation process
- This process involves black list screening, negative news screening and end to end profile remediation
Sales and Service Representative
HSBC Bangalore
2014.07 - 2016.03
- Worked as Sales and Service Representative for Canada Banking process
- Working knowledge on Wire transfers, E Treasury, Loans, mortgages and other core banking products for Premier, High net worth, Advanced and Personal Banking category of customers.
Customer Service Executive
HSBC Vizag
2013.10 - 2014.07
- Possess complete knowledge of the Chargeback cycle from dispute initiation to handling Pre-arbitration & Pre-compliance and Arbitration cases as per the Visa International and MasterCard guidelines hence, was selected to travel to UK and migrate second stage chargebacks and Representments process to GSC Visakhapatnam and train a team of nine
- Role Profile: Responsible in successful migration and stream lining of the second stage chargebacks and Representments process
- Travelled to UK business area for two weeks learned 15 Reason codes for Visa Schemes and 14 Reason codes for MasterCard Schemes.
Customer Service Executive
HSBC Vizag
2007.07 - 2013.09
- As Customer Service Executive providing chargeback services for eight countries in the Middle East region which include UAE, Qatar, Bahrain, Oman, Jordan, Egypt, Lebanon and Mauritius
- Role Profile: Resolved and recovered huge value of disputes by working with the team and building good inter-department and intra-department network.
Customer Service Executive
HSBC Vizag
2006.03 - 2007.07
- Working with high quality and zero error rates, adhering to audit controls in place optimised efficiency and minimised the losses
- Handle both In-bound and Out-bound calls related to dispute chargebacks
- Also liaise direct with MasterCard representatives via telephone in resolving a chargeback dispute
Front Office Executive
HSBC Vizag
2004.05 - 2006.03
- As Front Office Executive providing front-end services for both internal and external customers
- Role Profile: Front Office Management & Telephone Operations Maintaining the required registers at the reception and to ensure the smooth operation of complete reception and giving necessary suggestions and updates to the receptionist
- Ensuring a warm welcome is given to all the visitors to the site, collecting the information of visitors from different departments and also from the SMT’S secretary and forwarding the mails to the receptionists with the completed itinerary.
Front Office Executive
TAJ Residency
2003.01 - 2004.05
- Started career with Tata group of industries as a front office executive later moved to next level as a guest relations officer
- Held accountable for managing the front office operations, Guest management, House-keeping, Room service etc., for a property of ninety four rooms.
Education
Pre-University Course (PUC) -
Andhra University
Class X - undefined
Board of Secondary Education of Andhra Pradesh
Diploma in CIVIL Engineering - undefined
State Board of Technical Education
01.2002
Skills
- Issue Escalation
- Customer Needs Assessment
- Public Speaking
- Customer Engagement
- Returns processing
- Customer Retention
- Call center experience
- Queue management
- Relationship Building
- Documentation and notes
- Complaint Handling
Notable Attainments
- Awarded as Top Performer for eight times.
- Awarded for Best Idea in optimising efficiency and minimising losses. This idea helped in saving half CSR job.
- Recognised for working diligently on multiple transaction dispute of 63 chargebacks on one card which saved USD 5000.00
- Team was awarded as Team of the quarter
- Bagged the half yearly award which is the ‘Alchemist Award”.
Key Functional Areas
- KYC Due Deligence expert
- Expert in Credit card chargeback dispute claims
- Executive Assistant
- General administration
Timeline
Senior Case Manager - KYC
Customer Due Deligence
2020.04 - 2024.03
Analyst
HSBC Bangalore
2019.04 - 2020.03
Analyst
HSBC Bangalore
2016.03 - 2019.02
Sales and Service Representative
HSBC Bangalore
2014.07 - 2016.03
Customer Service Executive
HSBC Vizag
2013.10 - 2014.07
Customer Service Executive
HSBC Vizag
2007.07 - 2013.09
Customer Service Executive
HSBC Vizag
2006.03 - 2007.07
Front Office Executive
HSBC Vizag
2004.05 - 2006.03
Front Office Executive
TAJ Residency
2003.01 - 2004.05
Pre-University Course (PUC) -
Andhra University
Class X - undefined
Board of Secondary Education of Andhra Pradesh
Diploma in CIVIL Engineering - undefined
State Board of Technical Education
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