RIKSON VARGHESE
Sr.Executive
Bengaluru
Summary
Looking for an organization that lends a supportive and operative learning environment with ample chances to contribute diversity in improving knowledge and utilize skills to achieve corporate goals, to acquire leadership qualities that offer a good potential growth.
KEY STRENGTHS:
- Efficient in time management and attention to details.
- Strong will and determination to stay motivated, even in difficult or demanding situations and a quick learner.
- Excellent in problem solving and people management.
- Performance focused and growth oriented.
- Ability to multitask, prioritize and meet deadlines.
Overview
10
10
years of professional experience
5
5
Languages
Work History
Sr. Executive - Conversations
The Younion Focused Marketing Services Pvt. Ltd
06.2023 - Current
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Implemented comprehensive risk management strategies to protect the organization from unforeseen financial pitfalls.
- Piloted the marketing campaigns for the ASEAN region to deliver best brand experiences to its customers.
Sr Specialist
American Express.
02.2022 - 05.2023
- Providing Superior Customer Experience on Calls to Card Members.
- Resolving all Customer Queries and Following established procedures as per norms.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Helping customers with credit card end-to-end queries and offering solutions.
- Raising tickets for Premium customers. Working on premium Gold & Platinum credit cards.
- Effectively handling Credit Card Escalations and Customer Grievance Redressal Escalations.
- Expertise in troubleshooting credit card application.
- Maintaining customer accounts and NPS as per organization metrics.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Resolved problems, improved operations and provided exceptional service.
Sr Specialist
JP Morgan Chase & Co.
05.2019 - 11.2021
- Reviewing, investigating, and resolving claims related to financial products or services, ensuring they are handled in accordance with company policies and regulatory requirements.
- Helped to provide customers with solutions to meet their financial goals from different areas of analytics.
- Communicating with clients and internal stakeholders to gather information, address concerns, and provide updates on the status of claims.
- Provided superior customer service by listening attentively to their needs, reaching their issues, and ultimately achieving resolutions.
- Ensuring that all claims processes comply with relevant laws, regulations, and company standards.
- Educated customers about billing, payment processing and support policies and procedures.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed all company policies and procedures to deliver quality work.
- Analyzing claim trends and patterns to identify areas for improvement or potential risk.
Specialist
Infosys, India Pvt Ltd.
02.2018 - 04.2019
- Respond to incoming tickets using helpdesk dashboard, email, or phone.
- Developing success plan for customers that outline critical success factors, metrics for success, potential issues and maintain positive client relationships at all levels to ensure overall satisfaction with our products.
- Actively working on enhancing features of product.
- Handling high priority escalations for team.
- Managed over 30 to 40 customer calls per day.
- Provide assistance with Jabber, Skype, Outlook, Google when integrated with WebEx meetings or Cloud.
- Keeping users informed about process and procedural changes.
- Well focused knowledge on operating systems like Windows, iOS and basic knowledge on Mac.
Sr Client Technical Support Associate
Dell International Services Pvt. Ltd.
09.2014 - 12.2017
- Supporting customers & warranty related issues via email, chat, and calls.
- Supporting customers within warranty period timeline. Managing customer data & and handling customer request within SLA.
- Checking on sales order specifically issues with sales team. Supporting sales team on their daily activities.
- Troubleshooting software , performance, networking and back up related issues with windows 7, windows 8 and windows 8.1.
- Troubleshoot performance, recovery related issues, memory, driver and no- boot scenarios.
- Troubleshooting windows applications.
Education
Bachelor of Science - Computer Applications
Karnataka University
Bengaluru, India 04.2001 -
Skills
- Analytical Decision Making
- Applications TS
- MS Excel
- MS Word
- MS PowerPoint
- Hands on Experience with CMS Tools like Avaya and Cisco jabber
Additional Information
- Received Rising Star of the month award for achieving more than the objectives and showing ownership.
- Received Extra Miller of the month award for exhibiting quality.
- Received CHT Winner award for the Quarter and for achieving CHT & Performance milestone.
Timeline
Sr. Executive - Conversations
The Younion Focused Marketing Services Pvt. Ltd
06.2023 - Current
Sr Specialist
American Express.
02.2022 - 05.2023
Sr Specialist
JP Morgan Chase & Co.
05.2019 - 11.2021
Specialist
Infosys, India Pvt Ltd.
02.2018 - 04.2019
Sr Client Technical Support Associate
Dell International Services Pvt. Ltd.
09.2014 - 12.2017
Bachelor of Science - Computer Applications
Karnataka University
04.2001 -
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