S Priyanka
Senior Risk Advisor and Investigations. Customer Solutions Specialist. Relationship Manager. Senior Phone Banker. Senior Accounts Executive - Accounts Receivable.
Chennai
Summary
To work in challenging environment where skills and knowledge are effectively utilized for the development of the organizational improvement.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Customer Solutions Agent 2 - Senior
PayPal India Pvt Ltd
Chennai
08.2018 - 12.2023
- Handle inbound calls, emails, and case work from customers and work to resolve customer queries in real time or pass the information to the most relevant PayPal department so it can be dealt with appropriately.
- Tasks involve Research using the appropriate tools, limiting accounts under required scenarios or lifting limits based on appeal, closing out of buyer complaints, tracking customer contacts and logging relevant case related information
- Handled more than 90 inbound calls per day, experienced in handling more than 60 escalation emails, and case work from customers. Managed to resolve customer queries in real time or pass relevant information to relevant PayPal department so it can be dealt with appropriately.
- Exceeded performance metrics on regular basis, contributing to team success and individual growth within the company.
- Awarded as Best Customer Specialist under Customer satisfactory survey.
- Achieved more than 95% quality score.
- Reduced wait times by efficiently prioritizing tasks based on urgency and complexity of each customer case. Ensured to share proactive assistance on each call.
Risk Advisor 2
PayPal
Chennai
08.2018 - 12.2023
- Senior – CIP - Risk and Compliance:
- Review limited, accounts and determine the legitimacy of the account and account holder
- This also includes determining cases that need to be resolved by the customer to lift their Limited Access
- Validate customer information with received valid KYC and KYB records includes Name change
- Escalate on special KYC and KYB scenarios – forgery, false-name, Wrong Country sign up, minor account restriction, unsupported Country sign up
- Risk investigations:
- Analyze data covering a wide range of information from user profile to transaction history
- Identify new fraud patterns and deploy solutions to secure revenue and loss targets
- Develop and document observations and best practice frameworks setting standards for core business segments and processes.Visualize and communicate data and risk concepts to cross functional teams.
Virtual Relationship Manager - Deputy Manager
HDFC Bank
Chennai
08.2017 - 06.2018
- Managed to handle portfolios of HNI/Ultra HNI more than 200 customers.
- Objective is to enhance their relationship with the Bank, while doing to educate, encourage and induce customers to use Digital mediums for the banking transactions and needs.
- Be the 'First point of contact' to talk to the bank whenever customer needs.
- Achieved sales goals and service targets by cultivating and securing new customer relationships
Senior Process Executive – Accounts Receivable
Cognizant Technology Solutions
Chennai
09.2014 - 02.2017
- Review, reconcile and make collections inquiries on customers past due accounts and process payments on day-to-day basis.
- Process customer payments on a timely basis
- Resolve payment issues on delinquent customer accounts.
- Achieved bringing down bad debts accounts to green.
- Reported issues to higher management with great detail.
Citiphone Officer
Citibank N.A
Chennai
07.2012 - 09.2014
- To deliver excellent service through Citibank difference via phone interactions with existing customers by providing customer servicing/transaction capability and to prospects by generating interests and generates leads
- To identify cross sales opportunities with existing customers with an objective of deepening customer relationships. To comply with Citibank's policies and available procedures/guidelines to ensure safety and security of the bank and customers assets are maintained.
- Contributed business more than 60% to the team.
- Increased employee satisfaction with constructive performance evaluations.
- Achieved and maintained quality score more than 94%.
- Managed each call with less AHT and met standard targets.
Document Specialist
DS, Williams Lea India Private Ltd
Chennai
06.2010 - 03.2012
- Produce high-quality pitch books, presentations, and memoranda clients.
- Create and edit multi-page/multi-section documents using templates and style sheets for pitch books, graphs, charts, presentations and other print/design projects.
- Managed to achieve deadlines with constant no deadline extensions.
- Handle sensitive and confidential documents and information
- Streamlined workflow processes by collaborating with team members on effective document management strategies
Education
Bachelor of Commerce - Corporate Secretaryship
Anna Adarsh College For Women
Chennai 04.2007 - 04.2010
HSC -
St.Mary's Matric. Hr. Sec. School
Chennai 03.2006 - 03.2007
Tenth -
St.Mary's Matric. Higher Sec. School
Chennai 03.2004 - 03.2005
Skills
Excellent verbal and communication skillProactive problem solving SkillsBilling and collectionsCollections expertiseDocument SpecialistComplaint resolutionCustomer CommunicationAttention to detailExcellent interpersonal Communication skillTeamwork and CollaborationGood Telephone EtiquetteHandle customer inquiries and complaintsCustomer RelationsStrong problem-solving abilitiesStrong team player
Additional Information
- S Priyanka
Timeline
Risk Advisor 2
PayPal
08.2018 - 12.2023
Customer Solutions Agent 2 - Senior
PayPal India Pvt Ltd
08.2018 - 12.2023
Virtual Relationship Manager - Deputy Manager
HDFC Bank
08.2017 - 06.2018
Senior Process Executive – Accounts Receivable
Cognizant Technology Solutions
09.2014 - 02.2017
Citiphone Officer
Citibank N.A
07.2012 - 09.2014
Document Specialist
DS, Williams Lea India Private Ltd
06.2010 - 03.2012
Bachelor of Commerce - Corporate Secretaryship
Anna Adarsh College For Women
04.2007 - 04.2010
HSC -
St.Mary's Matric. Hr. Sec. School
03.2006 - 03.2007
Tenth -
St.Mary's Matric. Higher Sec. School
03.2004 - 03.2005