Vinay Gajjar Mumbai
Testing Analyst
Mumbai
Summary
CUSTOMER SERVICE PROFESSIONAL Banking|Credit Card Fraud Prevention|KYC Verification| Application Processing
OBJECTIVE Exploring challenging assignments with a reputed organization to leverage acquired skills in accomplishing organizational growth objectives
PROFESSIONAL VALUE OFFERED Senior professional with 13 years of experience in managing customer service in the banking, telecom services domain including the IT Industry Proven expertise in Customer Service, Business Finance, Customer Finance, Collections & Bad Debts, Customer Relationship Management (CRM), Up-selling and Cross-selling Capable of managing Debt Management Queries from Overdue customers, Litigation Customers, Citizens Advice Bureau, Solicitors Skilled in analyzing issues, devising continuous process improvements, and incorporate business process initiatives to increase efficiency, streamline operations and decrease aggregate expenses with limited resources Ability to successfully increase efficiency, process improvement, and innovation, putting together people and processes to support business units in setting up and managing facilities Possess strong organizational, mentoring, and relationship management skills while maintaining high standards of performance and professionalism
KEY COMPETENCIES Operations Management Fraud Management Training & Development Credit Management Process Improvement C-SAT Enhancement KYC/Statutory Compliance Stakeholder Management Quality Assurance
Overview
17
17
years of professional experience
1
1
Language
Work History
Testing Analyst
JP MORGAN CHASE, Mumbai, India
Mumbai
06.2023 - Current
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Documented testing procedures for developers and future testing use.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Incorporated delivery requirements into planning of testing schedules.
- Kept scripts and test cases updated with current requirements.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
Customer Credit Specialist II
J P MORGAN CHASE
Mumbai
01.2017 - Current
- Initially managed KYC lending process and additionally managing KYC application processing as part of “Apply by phones team”
- Assisted prospect customers in submitting credit card applications
- Focused on improving cash management and mitigating expenses from bad debt; monitoring and maintaining the overall credit quality of the company’s loan facilities
- Interacted with the customers to update on collection of past balances due and processing extension of credit to customers where necessary
- Communicated with the customers regarding billing issues and other general inquiries aimed at enhancing customer satisfaction by rendering superior quality service
- Assisted the bankers in processing the credit card application for identifying and mitigating fraudulent applications
- Functioned as a member of the lending operations team involved in approving the credit card application process and verification of KYC
- Highlights
- Actively involved in providing effective customer service and participated in new projects during tenure with the organization
- Initiated with credit card fraud for consumer and business customer and subsequently moved to fraud verification (a part of the credit card application process looking into KYC and fraudulent factors)
- Updated data to the credit bureau team for correction to ensure zero impact on the credit score
- Catered to KYC for individual applications
- Due to excellent fraud detection skill selected to manage PRR portfolio, shifted to the PRR portfolio risk review team taking care of existing card members spending patterns
- Assisted the credit bureau operations, scrutinizing the number of credit cards, loan, mortgages, payment history and reviewing credit with the organization
- Acknowledged and applauded by the senior management for demonstrating good customer service and team performance
- Provided hands-on training in daily processes and job duties.
Customer Finance Associate
TECH MAHINDRA BUSINESS SERVICES LTD
Mumbai
01.2009 - 01.2017
- The Team
- Ensured effective resolution of customer complaints and escalations
- Managed inbound and outbound calls for business and consumer customer finance for payments on customer accounts
- Catered to Inbound and Outbound Calls for New Account Defaults (NAD) campaign aimed at minimizing potential defaults
- Represented the organization in negotiating payments (part/full) in the role as a Customer Finance
- Executive
- Functioned as a member of the fraud and security team involved in the identification and detection of frauds without compromising the customer details
- Assessed team performance and rendered productivity enhancement feedback
- Organized training sessions for the team members based on identified training needs
- Prepared and presented various status reports for the senior management and other stakeholders to enable effective decision making
- Process Associate
- Conducted outbound calls to customers on the phone bill amount and arranging the different ways to payment method, also providing payment arrangements
- Highlights
- Worked as the Secondary Product trainer involved in training new hires (4 batches) and ensuring 100% throughput
- Focused on the skill enhancement of the existing employees to enhance productivity and operational efficiency
- Awarded and applauded on multiple occasions for consistently rendering superior quality service
Customer Service Associate
WNS Global Services
01.2007 - 01.2009
- Higher Secondary
- VO LUNTEEREXPERIENCE
- Part of a marathon, beach cleanup, and helping NGO's with various need and drives held by the organization
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
Education
High School Diploma -
Jnana Sarita College
Mumbai 04.2001 -
Skills
Planning and Coordination
undefinedTimeline
Testing Analyst
JP MORGAN CHASE, Mumbai, India
06.2023 - Current
Customer Credit Specialist II
J P MORGAN CHASE
01.2017 - Current
Customer Finance Associate
TECH MAHINDRA BUSINESS SERVICES LTD
01.2009 - 01.2017
Customer Service Associate
WNS Global Services
01.2007 - 01.2009
High School Diploma -
Jnana Sarita College
04.2001 -
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