SUSHMA NAIK
Bangalore
Summary
Dynamic Fin Crime chargeback and disputes subject-matter expert with a proven track record at Concentrix Daksh Ltd Expert in chargeback management and dispute resolution, I excel in training and mentoring teams while enhancing operational efficiency. Strong analytical thinker committed to driving compliance and improving customer satisfaction through effective communication and collaboration.
Overview
8
8
years of professional experience
Work History
Fincrime-chargeback-disputes-subject Matter Expert
Concentrix Daksh Private Limited
Banglore
11.2022 - 10.2023
- Processed customer transactions efficiently and accurately.
- Managed cash register operations and maintained balanced cash drawers.
- Assisted customers with product inquiries and provided exceptional service.
- Collaborated with team members to enhance customer satisfaction levels.
- Trained new cashiers on operational procedures and customer service standards.
- Operated cash registers to process payments for goods and services.
- Managed customer complaints and resolved issues promptly.
- Processed orders and handled transactions efficiently.
- Utilized CRM software to track customer feedback effectively.
Customer Service Officer
Axis Bank Ltd
Banglore
11.2015 - 05.2021
- Prepare and deliver training sessions to new joiners and existing teams; collaborate with L&D to support continuous learning and upskilling.
- Create, maintain, and update SOPs, Confluence documentation, and internal knowledge bases to promote standardized workflows and knowledge sharing.
- Handle JIRA tickets, ensuring timely resolution of assigned cases within defined SLAs.
- Act as SPOC for queue monitoring, ensuring adherence to workload distribution and resolution timelines across global teams.
- Coordinate and participate in SLA/CRT bridges for handling high-priority escalations and ensuring resolution within critical timelines.
- Analyze and address regulatory dispute cases across US and EU markets, ensuring compliance with regional requirements and card network rules.
- Create and manage inflow/outflow reports and track CRT (Critical Response Team) breaches, ensuring timely escalation and resolution of high-impact cases.
- Chargeback Disputes Management (Visa Mastercard VROL Mastercom)
- Jira Ticket Management Confluence Documentation & SOP Creation Process Improvement & Risk Mitigation
- Training L&D and Knowledge Sharing Sessions Strong Communication
- Analytical Thinking & Problem-Solving Back Office Operations & Support Email & Case Management
- Dispute resolution
- Lead and manage end-to-end Chargeback Dispute, fraud, collections, acquiring teams and issuing banks processes in alignment with Visa and Mastercard regulations.
Education
Bachelor of Business Management -
LB And SBS College Sagar
Kuvempu UniversitySkills
- Chargeback Disputes Management
- Fraud and Collections Chargeback Investigation
- Chargeback management
- Quality monitoring
- Workflow documentation
- Training and mentoring
- Team leadership
- Decision-making
- Key performance indicators
- Multitasking Abilities
- Team Collaboration
- Q Monitoring & Report Creation
- Jira Ticket Management
- Performance metrics
- Training
- L&D
- Knowledge Sharing Sessions
- Strong Communication
- Analytical Thinking
- Problem Solving
- Back office operations
- Support
- Email Management
- Case management
- Dispute Resolution
Languages
- Kannada
- English
- Hindi
- Telugu
Personal Information
- Pan Number: AUPPN7281B
- Date of Birth: 17/07/1991
- Marital status: Married
Timeline
Fincrime-chargeback-disputes-subject Matter Expert
Concentrix Daksh Private Limited
11.2022 - 10.2023
Customer Service Officer
Axis Bank Ltd
11.2015 - 05.2021
Bachelor of Business Management -
LB And SBS College Sagar