Srihari UK

• Enhanced team performance by implementing effective project management strategies and providing consistent guidance.
• Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
• Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
• Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
• Prepared detailed adherence reports and performance summaries for team members, team leaders, and upper management. Ensured that reports were comprehensive, accurate, and aligned with organizational goals and objectives.

As an Associate specializing in the Account Takeover (ATO) process at WNS Global Services, my role was instrumental in safeguarding customer accounts and mitigating the risks associated with unauthorized access. Working within the cybersecurity and fraud prevention team, I contributed to the development and implementation of strategies to detect, prevent, and respond to account takeover incidents.

Key Achievements and Responsibilities:

• Incident Detection and Analysis: Utilized advanced monitoring tools and techniques to identify and analyze potential account takeover incidents.
  Collaborated with the security operations team to investigate and assess the scope and impact of detected incidents.
  
• Fraud Prevention Measures: Contributed to the enhancement of fraud prevention measures by continuously monitoring patterns, trends, and emerging threats related to account takeovers.
  Implemented proactive measures to strengthen the security of customer accounts.
• Incident Response and Recovery: Played a key role in the incident response process, working closely with incident response teams to contain, eradicate, and recover from account takeover incidents. Documented incident response procedures and participated in post-incident reviews to improve response strategies.
  

As a Customer Support Chat Specialist, I played a pivotal role in delivering exceptional customer experiences through real-time chat interactions. Working in a dynamic and fast-paced environment, I demonstrated a commitment to resolving customer queries, providing accurate information, and ensuring a positive interaction with our brand.

Key Achievements and Responsibilities:

• Real-Time Customer Assistance:

Engaged with customers through chat platforms to address inquiries, troubleshoot issues, and provide timely assistance.

Maintained a customer-centric approach, ensuring a positive and seamless experience during every interaction.

• Product Knowledge and Expertise:

Developed an in-depth understanding of the company's products and services to effectively address customer queries and concerns.

Stayed updated on product updates, new features, and relevant information to provide accurate and current assistance.

• Multitasking and Time Management:

Managed multiple chat conversations simultaneously, demonstrating strong multitasking abilities while maintaining a high level of responsiveness.

Prioritized and escalated issues based on urgency, ensuring timely resolution for critical customer concerns.

• Positive Customer Feedback:

Strived to exceed customer expectations, resulting in positive feedback and satisfaction scores.

Actively sought feedback to identify areas for improvement and implemented changes to enhance the overall customer experience.