SIJO SAIMON

• Determined effective schedules and managed daily workflow.
• Supported team objectives by coordinating Bug related, client communication and quality resources.
• Built strong operational teams to meet process and production demands.
• Trained, mentored and motivated employees to maximize team productivity.
• Identified areas of deficiency and performed root-cause analysis to solve problems(RCA)
• Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
• Built and developed employee talent to drive engagement, resulting in advancement within company.
• Evaluated and reported on department metrics to upper management.
• Monitored marketing and advertising campaigns to verify maximum efficiency and cost savings to budget.
• Created formulas of successful strategies to enhance financial welfare of organization for maximum profit.
• Created plan and communicated deadline to complete project on time
• Maintaining weekly & monthly reports for SLA and Shrinkage to the Client
• Devoted special emphasis to punctuality and work to maintain outstanding attendance record
• Offered friendly and efficient service to customers in challenging situations
• Interpreted and applied anti-money laundering regulations to identify and recommend compliance changes as appropriate. (Like KYC, AML etc.. )

SKILL :

• Team management
• Buld a trust
• Achieves on time client target Tool: SLA Monitoring Google Dashboard, Metrics Dashboard, PLX Tool, LexisNexis

• Recommended improvements to systems and procedures for increased productivity.
• Monitored completed work and provided feedback to improve team member performance.Created plans and communicated deadlines to complete projects on time.
• Maintaining Precisions and Recall Data management report Developed and maintained courteous and effective working relationships.

Work Domain : E-commerce ( Audit on Physical Goods, GSX, Play Store, G Pay, Domain registration, facility purchase, tokens and Youtube super-chat ).

SKILL :

• Continuous Improvement
• Interpersonal Skills
• Transition Management
• Client Relations
• Customer Experience
• KYC Verification
• People Management
• Transaction Monitoring

TOOL :

• Koala tool
• CIT Tool (google),
• RMS (LexisNexis)
• Oracle tool
• PPT & Docs

• Deployed analytical and creative techniques to reach compelling results and create solutions.
• Mentored junior personnel to influence strategy and research objectives.
• Collaborated with multidisciplinary teams to formulate actionable recommendations.
• Documentation Investigating high risk customers and reporting where necessary and obtaining all necessary documentation to complete the customer verification Coordinating with the clients for query handling and resolving them through chats & mails.
• Perform statistical analysis to identify the key features affecting the risk and business outcomes. Ensure key metrics levels are well within benchmark by taking suitable actions and interventions. Responsible for adhoc request which comes in from the clients.
• Perform theft analysis on the bug report pulled and sent by the clients. Providing a reliable source of first hand information to customers of their payment account Analyzing statements to detect any patterns or trends that present illegal activities or fraud.

SKILL :

• Programming and Data Manipulation
• Problem Solving and Critical Thinking
• Security Information and Event Management (SIEM)
• Trust and Safety of transaction
• Threat Analysis Documentation

Tool: CIT & Oracle tool , Billing explore tool, RMS (LexisNexis) tool

Customer Senior executive

July 2017-July 2018

Key Qualifications & Responsibilities.

• Handled customer complaints and inquiries via phone and email.
• Assisted in developing new customer service protocols, which resulted in a 15% decrease in monthly customer complaints.
• Achieved one of the highest customer service scores for consistently meeting customer needs.

Key Achievement:

Consistently achieved over 90% customer satisfaction rating.

Tool - Oracle tool,CRM tool, IVR tool