Hi, I’m
Saroj Mala
Corporate Trainer
New Delhi,DL
Summary
Results-oriented Assistant Technical Manager specializing in technical support, project management, and risk assessment. Demonstrated success in optimizing service delivery and ensuring adherence to industry regulations.
Overview
22
years of professional experience
Work History
Koenig Solutions. Com
Assistant Technical Manager
09.2019 - Current
Job overview
- Led technical support initiatives for diverse client needs.
- Managed project timelines and resource allocation effectively.
- Collaborated with cross-functional teams to enhance service delivery.
- Analyzed customer feedback to improve technical solutions offered.
- Developed documentation for processes and troubleshooting guides.
- Assisted in the implementation of new technologies and systems.
- Facilitated communication between clients and technical teams regularly.
- Monitored system performance to ensure optimal operation of IT infrastructure.
- Analyzed user needs to determine appropriate solutions or modifications required.
- Participated in project planning meetings and provided input regarding timelines, resources and deliverables.
- Provided training and support to staff on various technologies.
- Ensured compliance with industry regulations relating to data privacy and security measures.
- Conducted research into emerging technology trends, products and services.
- Investigated customer complaints to identify root cause analysis and develop corrective action plans accordingly.
- Provided assistance in resolving complex technical problems that arise within the organization.
- Offered decision-makers ROI and cost-benefit projections to guide project development and implementation.
- Facilitated stakeholder meetings to gather requirements and align project objectives with business goals.
- Assisted in the development of strategic plans to leverage technology for competitive advantage.
- Identified resources needed to complete tasks, resolved issues with personnel and maintained deliverable estimates.
Quatrro Global Services
Assistant Manager
09.2010 - 08.2019
Job overview
- Developed and implemented security policies for information protection and compliance.
- Conducted risk assessments to identify vulnerabilities in systems and processes.
- Led incident response teams to address security breaches and mitigate threats.
- Collaborated with IT staff to integrate security measures into existing systems.
- Provided training sessions on cybersecurity awareness for employees at all levels.
- Liaised with external auditors during compliance reviews and security assessments.
- Reviewed audit logs regularly to identify suspicious activity or patterns.
- Maintained up-to-date knowledge of information security trends, threats, and countermeasures.
- Ensured that all employees have received appropriate training in information security practices.
- Created detailed reports summarizing findings from investigations into data breaches.
- Investigated incidents related to data loss or other breaches of security protocols.
- Developed and implemented security standards, policies, and procedures for the organization.
- Coordinated with other departments to ensure that all systems are properly secured against external threats.
- Designed, implemented, and maintained security systems and controls.
- Made recommendations to improve security procedures and systems.
- Reviewed security bulletins and vulnerability patch releases.
- Promoted security awareness among employees and clients to alleviate risks and breaches.
- Worked closely with fellow security personnel to remedy and alleviate technology issues.
- Updated computer security policies and procedures upon learning of new risks.
- Mentored junior employees in departmental activities and procedures.
- Collaborated with stakeholders to implement and update disaster recovery plans.
EXL India Pvt LTd
Executive Customer Care Research Analyst
10.2007 - 06.2010
Job overview
- Analyzed transaction data to identify potential fraudulent activities and patterns.
- Reviewed customer accounts to investigate suspicious transactions and gather evidence.
- Conducted thorough research using various investigative tools and databases.
- Trained junior analysts on best practices for fraud detection and reporting processes.
- Assessed customer and client data to detect potential fraud risks.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Provided training and guidance on best practices in fraud detection and prevention.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Generated daily, weekly, monthly, quarterly reports on fraud trends and patterns.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Collaborated with cross-functional teams to enhance fraud detection methodologies and risk management practices.
- Analyzed customer feedback and transactional data to continuously refine fraud detection models.
Citi Bank Shelters
Credit Card Sales Representative
07.2003 - 03.2006
Job overview
- Educated customers on credit card features and benefits.
- Assisted clients with application processes and required documentation.
- Provided support in resolving customer inquiries and issues.
- Collaborated with team members to enhance sales strategies.
- Conducted follow-up calls to ensure customer satisfaction and retention.
- Trained new team members on product knowledge and sales techniques.
- Maintained up-to-date knowledge of industry trends and competitor offerings.
- Advised customers on how best to use their credit cards responsibly while minimizing debt levels.
- Responded to inquiries from customers regarding credit card terms and conditions.
- Explained and clearly articulated benefits of specific credit card and available credit levels and executed application process from start to finish in compliance with regulations.
- Developed and implemented sales strategies to increase credit card applications.
- Assisted customers in making informed decisions on the best credit card product for their needs.
- Resolved customer complaints or inquiries regarding billing disputes or discrepancies promptly and efficiently.
- Trained and equipped new team members to sell credit cards to consumers by modeling sales approach followed by supporting and coaching trainees in initial sales efforts.
- Provided detailed information on fees, interest rates, payment methods, rewards programs and other related topics.
- Analyzed customer profiles to recommend appropriate credit cards based on individual financial situation.
- Upgraded existing accounts by offering more competitive terms or higher limits.
- Greeted customers with energy and enthusiasm, analyzed prospects' behavior, built rapport, championed services being offered and presented enticing opportunity to become cardholder.
- Built relationships with clients by providing excellent customer service and support.
- Prepared regular reports on sales activities such as number of applications processed, approval rate.
- Collaborated with internal departments such as fraud prevention teams to ensure compliance with regulations.
Education
Daulat Ram Collage
Bachelor of Commerce from Financial Accounting
07-2002
Skills
- Technical support
- Project management
- Systems analysis
- Risk assessment
- Documentation development
- Compliance auditing
- Team collaboration
- Decision making
- Training facilitation
- Presentation development
- Cybersecurity
- User training
- Information security
- Presentations and public speaking
- Internal communications
- Content creation
Affiliations
Corporate training professional, specialized in ISO standard trainings, information security, auditing, Data Privacy and PCI DSS Team Management.
Accomplishments
PECB Trainer of the Year Award - GDPR
Titanium Trainer Award
Hall of Fame thrice
Iconic trainer
Timeline
Assistant Technical Manager
Koenig Solutions. Com
09.2019 - Current
Assistant Manager
Quatrro Global Services
09.2010 - 08.2019
Executive Customer Care Research Analyst
EXL India Pvt LTd
10.2007 - 06.2010
Credit Card Sales Representative
Citi Bank Shelters
07.2003 - 03.2006
Daulat Ram Collage
Bachelor of Commerce from Financial Accounting