Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Languages Known
Timeline
Qualities
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VARUNA MORAJKAR

Mumbai

Summary

Dedicated professional with strong analytical capabilities committed to achieving new levels of success. Specializing in teamwork, adaptability, team building, decision-making, problem-solving, research, and strategy development. Experienced administrative professional adept at managing complex office environments and enhancing operational efficiency. Known for strong team collaboration and reliability. Proficient in resource management and strategic planning. Diligent administrator with a proven track record in overseeing administrative operations and enhancing office efficiency. Skilled in managing high-profile projects and streamlining workflows to support organizational goals.

Overview

20
20
years of professional experience

Work History

Senior Administrator Level 2

Fiserv India Pvt Ltd
05.2017 - Current
  • Handled high-volume inbound calls, assisting customers with inquiries related to banking products, provided assistance with credit card networks, including Visa, MasterCard, JCP (JCB), and CUP (China UnionPay) transactions and processes.
  • Addressed and resolved customer queries on credit card transactions, billing disputes, chargebacks, and payment processing.
  • Guided customers through transaction flows, payment authorizations, declines, and fraud prevention measures.
  • Assisted with refund processing, manual sales, and authorization cancellations, ensuring compliance with banking policies.
  • Identified opportunities to cross-sell relevant banking and credit card services based on customer needs.
  • Maintained detailed and accurate records of customer interactions in the Omnipay system.
  • Ensured strict compliance with banking policies, data security, and regulatory guidelines in handling sensitive customer information.
  • Delivered excellent customer service, contributing to increased customer satisfaction and retention, monitored and handled escalations.
  • Performed reconciliation of high-value transactions, investigating discrepancies such as short payments and processing adjustments accordingly.
  • Collaborated with account managers and clients to resolve escalated banking issues and improve service delivery.
  • Conducted client calls to address banking concerns, provide transaction insights, and offer tailored solutions.
  • Developed dashboards for real-time tracking of key metrics and business performance.
  • Led process automation using Selenium, enhancing operational efficiency and reducing manual efforts.
  • Maintained and updated Standard Operating Procedures (SOPs) to ensure process consistency and regulatory compliance.
  • Conducted quality audits for junior team members, providing feedback and ensuring adherence to service standards.
  • Mentored team members, managing task allocation, dashboard monitoring, and handling escalations for critical banking issues.
  • Highlights:

AG Review Specialist

Sterling Backcheck Services
01.2014 - 01.2017
  • Conducting background checks on potential employees to ensure hiring the right person for the job for clients based in U.S.
  • Primary checks including identity verification, criminal records search, and employment and education checks.
  • Handled inbound and outbound calls to verify information with employers, educational institutions, and references.
  • Collecting all the relevant data, and preparing and delivering the screening report to the client in a time frame.
  • Sending report to the client for review the background check and to address any inaccuracies or worrisome details with the job applicant.
  • Responded to client and candidate queries via calls and emails, providing timely updates on verification status.
  • To manage data by drafting, checking, sorting various documents required by the management.
  • To make sure that the orders adhere to the organizational, legal and contractual policies.
  • Generated status reports, updating the Reporting Authority on the status of the assignment.
  • Managed duties of control, supervision, and guidance of the team at any point of time.
  • Highlights:

Team Leader – Operations

IBM Global Services
01.2006 - 01.2011
  • Answering incoming calls promptly & professionally, ensuring that customer receive the highest level of Service.
  • Identifying and resolving customer issues, using knowledge and training to provide timely and effective solutions.
  • Providing accurate and timely information to customers. This includes key product details, services offered, Pricing and other relevant information.
  • Identifying opportunities to upsell and cross-sell products and services to customer, increasing relevant and promoting customer loyalty.
  • Responsible for documenting calls in the call center software.
  • Responsible for meeting specific performance metrics, such as call volume, call quality etc.
  • In 2008 promoted as Team Leader, managed 25-30 team members.
  • Preparing and Managing Roster for the Team.
  • Achieving daily/ weekly/ Monthly targets as described by the clients.
  • Controlling Shrinkage and attrition of the team.
  • Fill the communication gaps between the management and team.
  • Providing training, coaching, and guiding the team when and where required.
  • To create a professional and friendly work environment.
  • Highlights:

Education

B.Sc. - Chemistry, I.T

Mumbai University
01.2005

H.S.C - Science

Maharashtra State Board
01.2002

S.S.C - undefined

Maharashtra State Board
01.2000

Skills

  • Word, Excel, Advance- Excel, PowerPoint, Outlook, VBA, Selenium VBA
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Accomplishments

  • Analyzing major functions and features in workflow analysis applications and department's reports to optimize the existing workflow.
  • Awarded as Top Talent (IBM), Promoted as Team Leader (IBM), Recognition for NHT(IBM).
  • Got Certification of Good Performer (Fiserv), Spotted as Shining Star (Fiserv).
  • Promoted as Senior Administrator Level 2 in current Organization.

Additional Information

Analyzing major functions and features in workflow analysis applications and department's reports to optimize the existing workflow
Awarded as Top Talent (IBM), Promoted as Team Leader (IBM), Recognition for NHT(IBM).
Got Certification of Good Performer (Fiserv), Spotted as Shining Star (Fiserv)
Promoted as Senior Administrator Level 2 in current Organization.

Languages Known

English
Hindi
Marathi

Timeline

Senior Administrator Level 2

Fiserv India Pvt Ltd
05.2017 - Current

AG Review Specialist

Sterling Backcheck Services
01.2014 - 01.2017

Team Leader – Operations

IBM Global Services
01.2006 - 01.2011

H.S.C - Science

Maharashtra State Board

S.S.C - undefined

Maharashtra State Board

B.Sc. - Chemistry, I.T

Mumbai University

Qualities

  • 1. Strong Collaboration Skills
  • 2. Effective Communication
  • 3. Adaptability & Flexibility
  • 4. Problem-Solving Abilities
  • 5. Supportive & Encouraging
  • 6. Team Management

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VARUNA MORAJKAR