SAKUNTHALA VIJAYAN

• Handled banking Operations for Costco Anywhere Visa Card by Citi.
• Worked with and assist customers in all types of banking inquiries.
• Conducting training sessions for new joiner's and refresher sessions for team members whenever necessary.
• Performing Quality Audit of team members' work and sharing report to Process head on daily basis.
• Maintaining daily team report for team performance, attendance, Audit and other process relevant report in MS-Excel.

AWARDS & RECOGNITIION:

• Silver award for "Drives Values for Clients"
• Applause award
• Support Stalwarts
• "Citi Gratitude" award
• "Succeeds Together" award

(Credit card Operations– Nov 2019 till May 2020

Retail Banking Operations – May 2020 till Nov 2020)

Customer Handling (Credit cards and Retail Banking):

· Handling customer's queries and complaints.

· Identify opportunities to offer value added products and services while adhering to strict laws and regulation.

· Capturing customer complaints wherever applicable.

Dispute Analysis & Investigation:

·Identifying and initiating proper dispute investigation case.

· Assisting customers to challenge and re-appeal a dispute if the dispute is not resolved in customer's favor.

· Assess risk in fraudulent attempts in client's account and educate customers about secure and safe transaction method.

· Co-coordinating with the onsite Investigation team on dispute resolution.

· Did budding and training sessions with new agents.

· Coordinating team meetings and circulate Minutes of Meeting.

· Auditing chat transcripts to check if regulations are properly followed.

• Responsible for writing, researching and delivering high quality data for internal and external customers under aggressive deadlines.
• Keep up with changing project conventions and new projects.
• Support several projects at one time.
• Accept re-prioritization as necessary.

• Supervise purchasing, sales and promotions of furniture and woodwork.
• Effective customer handling.

Annual Vendor Negotiation (AVN):

• Negotiating and finalizing the product price and allowances.
• Achieving the annual cost reduction target.

Contra-Cogs Creation:

• Creating, maintaining and renewing customer agreements for finalized product prices and allowances.

Tradeshow Scrape:

• Scraping information about tradeshows and taking necessary steps to onboard them as vendors to Amazon

Handling YUMA cases:

• Working on solving YUMA cases that are created by vendors regarding their issues and queries about Amazon services.

ACHIEVEMENTS:

• Awarded “FIRST AMONG EQUALS” title for the month of December 2015 and March 2016 for achieving more win amount through AVN process.

• Structural steel Detailing in SDS/2 Drafting Station(2D) .
• Designing and Checking structural drawing in SDS/2 Modeling Station(3D).
• Maintaining reports in Ms-Excel.