Sandeep Gahlot
New Delhi
Summary
Attentive Chargeback and Transaction Monitoring leader experienced in guiding and motivating top-quality talent. Well-versed in assessing chargeback/Quality performance and managing staff performance against challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy.
Overview
12
12
years of professional experience
Work History
Chargeback Lead
Tazapay- Crosss Border Payment
01.2024 - Current
- Reviewed Merchant chargeback disputes and determined appropriate course of action.
- Analyzed Merchant account data to identify patterns or trends in order to prevent future disputes.
- Initiated Merchant with customers to resolve disputed charges.
- Investigated potential fraudulent activity associated with Merchant/Customer accounts by conducting thorough research into each case.
- Monitored daily reports generated from merchant services providers for accuracy and completeness of information related to chargebacks.
- Reported discrepancies between merchant services provider reporting and internal system data related to chargebacks on a regular basis.
- Provided input into the design and implementation of automated systems used by merchants and customers in resolving disputes.
- Presented monthly summaries of dispute resolutions efforts at management meetings.
Assistant Manager
SBI Card and payment services Private LTD
12.2021 - 12.2023
- Ensure Community feedback mechanisms are well understood by internal and external stakeholders
- Provided operational expertise to in house & Vendor team and committees focused on enhancing current procedures and creating efficiencies
- Report unusual activities on card which might relate to money laundering
- Monitoring Chargeback Inhouse, Vendor Agent, BOT, Chargeback Recon
- Operating within agreed business SLA and confidentiality standards
- Focused on report base Monitoring to reduce manual intervention
- Analyze and conduct investigations of potentially fraudulent activity to ensure minimal or no loss to the organization
- Reviewed approximately 60-70 accounts within fraud queues, email and service request, as well as other fraud processing item daily
- Provided feedback to management regarding necessary changes and updates including policies, upgrades
- Weekly calibration with in-house and Vendor team
- Allocation given to Auditor as per COPC approach
- Ensure all reports publish with in SLA
- 100% Monitoring of credit given to cardholder by chargeback through card one and Exceptional credit post LOA approval
- Process gaps highlights to the operation team and fix them to avoid and customer or business impacts.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Trained new staff in relevant processes and procedures.
- Organized regular meetings with all stakeholders to ensure clear communication between departments.
- Identified opportunities for process improvements, implementing changes when required.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Created detailed reports on team activities as requested by management.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Delegated daily tasks to team members to optimize group productivity.
- Documented production levels and materials used to keep management informed.
Senior Executive
SBI Card and payment services Private LTD
02.2020 - 11.2021
- Audit Chargeback Inhouse Agent
- Chargeback Email process Audit (Vendor)
- Highlight process gaps and Feedback session taken every month to reduce the Error’s percentage
- Evaluate more than 50 cases per day
- Service recovery done and Rectify the error within 5 days post feedback given to agent
- Increase the Accuracy percentage from 96% to 98-99% by the training given to team
- Dashboard publish before the given timelines to business leader.
Associate – Senior Executive
SBI Card and Payment Services Private Ltd
06.2013 - 01.2020
- I was responsible for all stage of chargeback
- High ageing and high value cases are under my supervision and I ensure that cases are actioned within TAT and does not incur any loss to business
- I am handling issues and queries of my team and help in resolving complex cases
- Have complete knowledge of chargeback process- 1st stage, 2nd stage and final resolution
- Have worked on all stages in chargeback and acquired complete skillset
- Key Responsibilities are as below: Ensure that Dispute daily inventory is managed as per the agreed TAT
- Zero TAT burst at 2nd stage
- Ensure SLA adherence for various sub-processes as defined by external stakeholders (i.e., VISA and MasterCard)
- Keeps self and team updated with the new rules/ guidelines launched by VISA/ MC from time to time pertaining to dispute management to ensure adherence to domestic/ international dispute management guidelines for Issuers
- SME responsibilities include query resolving, training to new team members
- High Value Dispute Amount, Chargeback Robotics and Chargeback Temporary credit Audit.
Sales Executive
Hero Bpo
09.2012 - 05.2013
- I was managing clients and their relationship with the organization
- I was managing Escalated call of customer during the sales.
Education
COPC Certification -
01.2022
BA -
Indira Gandhi National Open University
01.2013
+2 -
National Institute of Open School
01-2007
CBSE Board -
Mata Kasturi Devi Public School
01-2004
Skills
- High Risk account reviews
- Strong attention to detail and ability to multitask
- Proficient in MS Office, Excel, Word, Outlook
- Excellent analytical and interpersonal skills
- Team Management, Team Player
- Calibration
- Vision Plus
- Conflict Resolution
- Flexible and Adaptable
- Staff Training and Development
- Staff Supervision
- Meeting facilitation
- Employee engagement
- Payment Processing
- Team Collaboration
Leadership Experience
Have achieved leadership skills at early stage of career and managing team with Six month of total experience., Trained a team of 34 Agents (NFTE) for the Chargeback process., Believe in creating benchmarks and making team to follow with motivational spirit. Believe and utilizing right person for right job.
Personal Information
- Father's Name: Shri Balmat Singh
- Date of Birth: 07/15/90
- Marital Status: Married
Hobbies and Interests
Bike Riding, and outdoor sport
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Chargeback Lead
Tazapay- Crosss Border Payment
01.2024 - Current
Assistant Manager
SBI Card and payment services Private LTD
12.2021 - 12.2023
Senior Executive
SBI Card and payment services Private LTD
02.2020 - 11.2021
Associate – Senior Executive
SBI Card and Payment Services Private Ltd
06.2013 - 01.2020
Sales Executive
Hero Bpo
09.2012 - 05.2013
COPC Certification -
BA -
Indira Gandhi National Open University
+2 -
National Institute of Open School
CBSE Board -
Mata Kasturi Devi Public School
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