Shuvam Prasanna Gupta
Kolkata
Summary
Detail-oriented professional specializing in audit management and compliance reporting. Expertise in fraud detection and regulatory submissions, ensuring timely resolutions and strict adherence to standards. Proven track record of enhancing operational efficiency and mitigating risks.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager
Bandhan Bank Limited
Kolkata
10.2022 - Current
- Conducted daily reconciliation of in-house General Ledger (GL) and prepared monthly audit data.
- Managed all audit queries to ensure timely resolutions.
- Resolved disputes related to ATM transactions efficiently.
- Ensured compliance and prepared monthly compliance reports.
- Oversaw ongoing Interoperable Cardless Cash Withdraw (ICCW) and Interoperable Cash Deposit (ICD) projects to meet deadlines.
- Compiled reports for Internal Ombudsman regarding rejected ATM disputes.
- Identified ATM fraud cases, preparing office notes and incident reports for FCMD and working on ATM risk reduction adhering compliance to mitigate operational risk.
- Monitoring transactions for frequent disputing customers and advising branch to initiated re-KYC process to mitigate financial risk.
- Preparation of monthly RBI reporting data, including Monthly Cards Portfolio Report (MCPR) and Interim card statistics, for regulatory submission as per laid timeline.
- Working on daily ATM operations and settlement as per laid SOP adhering compliance.
- Preparation of quarterly Risk and Control Self-Assessment (RCSA) report for onward submission to compliance for risk assessment and control operational framework.
- Quarterly revision of SOP as per revised regulatory guidelines adhering to policies and seeking approval from competent authorities and stakeholders.
Customer Service Representative
Teleperformance
Kolkata
04.2022 - 10.2022
- Managed over 50 calls daily, addressing product delivery inquiries and billing approvals.
- Documented customer interactions precisely in the CRM system for accurate record-keeping.
- Trained new staff on customer service protocols and tools, ensuring seamless integration.
- Maintained comprehensive product knowledge to address customer questions effectively.
- Conducted training sessions for new employees on utilizing service protocols and tools.
Customer Service Associate
Embibe
Bengaluru
01.2022 - 04.2022
- Resolved approximately 80 chats and 20 calls daily regarding study material and course availability.
- Assisted customers with technical issues, escalating complex cases through JIRA tickets.
- Contributed to RTA team implementation project, executing responsibilities of RTA Analyst.
Operations Analyst
First Advantage Private Limited
Mumbai
08.2021 - 01.2022
- Managed team of 8 Junior Analysts to ensure efficient background verification processes.
- Conducted audits and re-verifications of previously confirmed backgrounds for client candidates.
- Flagged candidates with potential fraud or corporate theft backgrounds for further review.
- Generated daily reports for upper management on cleared and pending background verifications.
- Provided feedback to team regarding audited BGVs to enhance productivity and accuracy.
Technical Expert
Concentrix
Mumbai
03.2021 - 08.2021
- Troubleshot technical issues for customers, including network outages and device malfunctions.
- Assigned duties to review team calls and provided daily feedback on performance.
- Conducted meetings to address team concerns and facilitate resolution of call-related issues.
Customer Service Advisor
Tech Mahindra Business Services
Mumbai
02.2020 - 02.2021
- Resolved customer billing and financial issues, including credits and payment arrangements.
- Provided technical support for various devices, troubleshooting network connectivity issues.
- Mentored new hires in LCA processes, facilitating their on-the-job training.
- Promoted to OJT Mentor, acting as team leader for training batches.
Education
Bachelor of Management Studies - Finance
University of Mumbai
Mumbai07-2021
Higher Secondary - Commerce
Bhavan’s Ganagabux Kanoria Vidyamandir
Kolkata05-2018
Skills
- Audit management and compliance reporting
- Fraud detection and regulatory submission
- Root cause analysis and risk reduction
- Project management and team leadership
- Effective communication skills
- Microsoft Office proficiency
- Dispute resolution
- Reconciliation, compliance and SLA adherence
Languages
English
Proficient (C2)
C2
Bengali
Native
Native
Hindi
Proficient (C2)
C2
Certification
Six Sigma White Belt Certification
Timeline
Assistant Manager
Bandhan Bank Limited
10.2022 - Current
Customer Service Representative
Teleperformance
04.2022 - 10.2022
Customer Service Associate
Embibe
01.2022 - 04.2022
Operations Analyst
First Advantage Private Limited
08.2021 - 01.2022
Technical Expert
Concentrix
03.2021 - 08.2021
Customer Service Advisor
Tech Mahindra Business Services
02.2020 - 02.2021
Bachelor of Management Studies - Finance
University of Mumbai
Higher Secondary - Commerce
Bhavan’s Ganagabux Kanoria Vidyamandir