SUNIL TIMOTHY

• Highly-skilled professional - Operations for Data Analytics, Business Excellence, HR Operations, Travel Fraud Analytics, Engagement Management and Customer Service
• Formulating enhancement strategies to boost KPIs across all business units - Process efficiency boosted from 96% to 99.7% in 10 months
• Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits - Fraud Analytics projects saved > $4 Million YoY
• Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership - Attrition rate improved from 32% to 11% YoY
• Problem-solving & data storytelling with recommendations for the senior management, focusing on pain areas & reengineering the process - CSAT scores improved from 79% to 98% in 1 year
• F&A and HR Ops Domain Expertise:
• Client: Big 4 US firm – Procure to Pay, Order to Cash, T&E Analytics, Customer Service & Resource Management - Fraud Analytics
• Client: Leading US P&C Insurer – Billing inquiries, payments, document requests, membership queries and servicing, Insurance Analytics
• Client: Big 4 Audit firm – HR Operations - Email requests and queries (Non-voice), Employee Lifecycle, People Ops Admin, Onboarding and Client Screening

• Online Fraud And Loss Prevention
• Key Result Areas:
• Discovered root causes of high fraud instances and identified appropriate solutions - Reduced chargebacks from 39% to 18% in 2 years with savings >GBP 400K YoY
• Appreciable work on Rule Building on scorecards to identify fraud, Analysis on Refunds & Returns Fraud, Hot Card File Orders and Chargeback Management
• Recommended and implemented new work procedures and addressed and resolved exceptional/unusual issues
• Contributed to the development of new techniques and processes for the area or function

Investigation and Chargeback of fraudulent transactions - EMEA Fraud Prevention Team

• Validating and approving mortgage home loans for US customers - Broker Loan Validation and Home Equity