Tableau
Rozario Antony Peter
Chennai,IN
Summary
Forward-thinking Analyst successful in planning and conducting diverse workplace studies. Address problems and enhance operations with well-planned, data-driven approaches. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Extensive experience with B2B and B2C along with CRM.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
4
4
Certificates
3
3
Languages
Work History
Client Relations Expert (Fraud Analyst)
Citibank
Chennai, TamilNadu
09.2020 - Current
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Log, Classify, Evaluate, Prioritize and assignment of voluminous client enquiries and issues.
- Monitor, manage, handle and resolve VVIP Client's product related queries. (VVIP Client's - Mukesh Ambani and Ambani family, Shah Rukh Khan, Kamal Hassan, Adi Godrej, etc.,
- Handled High volume Inbound, Outbound, Escalation calls and E-mail's (nearly 80 email's per day) towards product related issues.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Expand customer product adoption and revenue generation by suggesting new products to ELITE(High Profile rate) Clients.
- Work with Internal cross-functional teams to ensure client's issues / solutions are addressed and resolved within SLA's.
Senior Customer Relationship Specialist
Citibank
Chennai, TN
07.2018 - 08.2020
- Handling Service, Sales and Escalations for CITI Elite Customers.
- Ensuring all the team members meet all the metric and the required productivity is achieved.
- Analyzing the area of focus to Create and maintain the Monthly Dashboard report of 100% employee's Monthly Revenue and Achievement Report
- Investigated processes, procedures and trends, which helps other stakeholders to improve operational performance and to maintain the Error log below 4%
- Handling Elite and CITI prestigious Clients escalation calls and E-mail.
- Co-ordinating with other stakeholders to identify the issue and providing solution as soon as possible to the Client.
Phone Banking Analyst
Citibank
Chennai, Tamilnadu
01.2017 - 06.2018
- Handling Escalation calls and solving customer queries in credit cards and Banking products.
- Assisting reporting manager in collating multiple reports for our team.
- Exceeded goals through effective task prioritization and great work ethic.
- Trained as a Global officer (Handling Multiple Products)
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Collaborated with team members to achieve target results.
Education
Bachelor of Engineering - Mechanical (specialize Robotics And Mechatronics)
Vels University
Chennai 08.2012 - 05.2016
Skills
Consumer banking specialist
Accomplishments
- Awarded Best Performer - Twice
- Awarded Business Excellence ( 5 Quaters )
- Mentor of the Year (2019) and Trained 2 batches (Newbies - 2020).
- Supervised team of 27 members as acting Team Leader.
- Achieved accuracy by introducing SQL for data manipulation.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with teams in development of Voice Biometrics.(Biometric for Client Identification and verifying the Clients identity - Security Protocols)
- Project 1 - Analyzing potential clients with last 10 yrs data, basis on their Financial and credit Profile
- Project 2 - Analyzing & Visualizing the Spent Structure for Every Client based on the credibility (Big Data) Used Microsoft Excel to develop inventory and tracking spreadsheets.
Software
Excel
SQL
AutoCAD
Hypermesh
PowerBI
Coreldraw
Photoshop
Illustrator
Certification
Design engineering
Timeline
PowerBI
07-2021
Tableau
05-2021
SQL
03-2021
Client Relations Expert (Fraud Analyst)
Citibank
09.2020 - Current
Senior Customer Relationship Specialist
Citibank
07.2018 - 08.2020
Phone Banking Analyst
Citibank
01.2017 - 06.2018
Design engineering
07-2014
Bachelor of Engineering - Mechanical (specialize Robotics And Mechatronics)
Vels University
08.2012 - 05.2016
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