VIJAY KUMAR. R

• Identified, analyzed, and evaluated fraudulent activities across customers, delivery partners, and restaurant partners.
• Investigated transaction-level abuse, related account fraud, duplicate abuse, and collusion cases.
• Collaborated with internal and external stakeholders to ensure risk control measures and policy adherence.
• Conducted quality checks, RCA, and reporting to ensure data accuracy and process improvement.
• Managed complaint escalations related to payments, deliveries, and app issues.
• Improved operational accuracy through audits and feedback loops.

• Managed product marketing, sales, inventory ordering, and distribution.
• Ensured high customer satisfaction through strong service standards.

British Telecom – My Order Process (U.K.)

• Led a team of 22+ advisors for Tier-2 Escalation Management.
• Managed billing, broadband, and telephone escalations with strict SLA adherence.
• Conducted performance reviews, quality audits, and prepared MIS reports.
• Provided training, coaching, and conducted induction programs.
• Achieved process improvements recognized by British Telecom leadership.

Credit Management – BT Offline Engagement.

• Handled customer billing-related complaints and generated statements of accounts.

• Ensured 100% accuracy in quality checks before client submission.

• Developed process documentation, shortcuts, and macros, improving productivity and accuracy.

• Acted as the SPOC for transport agreement processes and compliance management.

• Conducted induction and training for new hires.

• Generated new business and contributed significantly to revenue targets.
• Built strong relationships with clients through attentive service, leading to repeat business and referrals.
• Emphasized product specifications to meet customer needs.
• Improved sales revenue with effective communication of product features, benefits, and promotions.
• Assisted call-in customers with questions and orders.

• Handled day-to-day accounting processes to drive financial accuracy.
• Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
• Gathered financial information, prepared documents, and closed books.
• Reconciled accounts and reviewed expense data, net worth, and assets.
• Handled CST and KST sales tax submissions.