WASIM AHMED P N

Roles:

Skilled in multiple queues to handle protection service scenarios as per business requirements:

• Protection services ( INR and SNAD)
• Unauth and BED( Billing Error Dispute)
• Merchant Behavior ( Mcgyver process)
• BRM ( Brand Risk Management)
• RTR ( Remittance Transfer Request)
• RTR MME ( Remittance Transfer Request Money Movement Error)
• CFM (Confirmed Fraud Merchant)
• SFM (Suspected Fraudulent Merchant)

Responsibilities:

• Developing short-term goals and long-term strategic plans to improve risk control and mitigation.
• Promoting enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
• Establishing strategy for operations reporting and analytics, identifying key needs for deliverables.
• Performing in-depth research on merchant account's to mitigate loss to the company
• Looking at current and new merchants and individual accounts to evaluate fraud, chargeback and compliance risks.
• Checking RTR ( Transfer request and validating them)
• Checking all the cases filled by buyer or seller for billing errors and rectifying them real time basis.
• Monitoring merchant's account to mitigate fraud activities and if fraud activity found flagging the merchants accounts accordingly
• Collaborated on implementation of collection strategies with collections, risk and fraud teams.
• Monitored industry, technological and economic developments to stay current on potential risks.
• Implementing financial risk management policies, limits and strategies that complied with standards and strategic imperatives of organization.
• Reviewing risk limits across financial stripes for applicability and adequacy and gathered metrics related to risk and fraud.
• Performing in-depth research and investigations to avoid potential risk and fraudulent activities on both the parties accounts ( Merchant and buyer)

• Suggesting Best real estate flats and plots to customers
• Completing paperwork, recognizing discrepancies and promptly addressing for resolution.
• Improved operations through consistent hard work and dedication.
• Worked flexible hours across night, weekend and holiday shifts.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Conducted research, gathered information from multiple sources and presented results and connecting with relationship manager for field work and show case properties suggested and closing files.

Responsibilities:

• Researching customer information in various applications.
• Researching reasons for orders that are in hold process.
• Monitoring chats and calls on real time basis.
• Handling team of 14 members
• Taking team hurdles everyday
• Help agents to understand customer’s queries and help them to provide solutions.
• Identify factors impact ting one’s performance e and prepare coaching/action plan to improve performance.
• Calling helpdesk if any associate is unable to log in to their Id’s and unlocking their Id’s.
• Updating moment of joy and customers appreciations on a daily basis so that associates will be recognized and appreciate for their hard work they do to solve customer’s concerns.
• Promoted as SME (Subject Matter Expert in new process BESTBUY)
• Handling lab sessions for Wave 1, 2 and 3.
• Providing floor support for agents so that they will not face any issues on chat.
• Handling team of 14 members and solving their issues.
• Promoted as back up Team leader for Wave 4.
• Topped first quarter.
• Providing coaching plan and feedback implementation plan for them.
• Eliminating multiple feedback channels and approaching an agent as one point of contact.