Jun 2022 – Jun 2024 · 2 yrs

• ➜ Working as a Senior Operations Specialist and Subject matter expert for North America Card Operations.
• ➜ Tracking productivity for agents on daily basis, share productivity status with stake holders and business unit heads.
• ➜ Quality control checks on weekly basis for agents on cases worked by them.
• ➜ Running performance improvement programs for agents failing to meet designated metrics or failing to follow outlined policies for resolving cases.
• ➜ Daily MIS activities for agents from Chennai and Pune team.
• ➜ Conducting process and system improvement connects on fortnight basis with Onshore team in USA. Collate and provide process and system enhancement ideas.
• ➜ In depth knowledge of POS transactions and Credit card operations, charge back and write off policies.
• ➜ VISA and Mastercard operations knowledge.
• ➜ Have weekly team connects with agents for performance analysis and process updates if any.
• ➜ A Quality Analyst leading projects in process improvement and streamlining processes to help operations. Identifying error trends, process/system flaws and training needs and generating reports for the same to share with stake holders.

Jul 2019 – Oct 2020 · 1 yr 3 mos · Pune, Maharashtra, India

• ➜ Subject matter expert and Senior Operations specialist for Citi Bank, North America, Cards Security Operations team.
• ➜ To work on fraud investigation cases for Citi Bank credit card customers. Research and conclude for closure of fraud claims.
• ➜ Process training for new hire and junior support specialists.
• ➜ Daily MIS tracking for allocated cases to all agents over 2 teams from Chennai and Pune.
• ➜ Quality Control for cases worked by agents on weekly basis. QC and Productivity Report submission with key stakeholders and Internal business heads.
• ➜ Well versed with POS transactions and Charge back and write off concepts.
• ➜ Started career with Shipping and Delivery Support Associate for North American and the United Kingdom regions
• ➜ Promoted to Training Specialist role to deliver professional training to newly hired associates and managers. As well as tenured associates for internal training as per business requirement.
• ➜ Selected through interview for the role of Quality Analyst to conduct regular audits for associates work across different work profiles for North America, United Kingdom and India.
• ➜ Lead process improvement projects that help operations meet and exceed quality standards and streamline processes to reduce policy related errors.
• ➜ Create and revise procedures, checklist and job aids that result in process consistency and reduce error disputes.
• Key Highlights:
• ➜ Trained over 100+ Associates and 10+ Managers in a span of 6 months.

Nov 2017 – Jan 2018 · 2 mos · Chandigarh Area, India

• ➜Maintenance of Antonov AN-32 Carrier
• ➜ Reduced the time required for propeller maintenance checks.
• ➜ Improved propeller balancing, reduced leakage in propellers through better leakage control tests and quality checks.

Jun 2016 – May 2017 · 11 mos · Pune Area, India

• ➜Development of Forklift Ladder
• ➜Studied the basic manufacturing process and identified the failure modes.
• ➜ Designed the stability triangle for improved stability for the forklift ladder.

Jun 2015 – Mar 2016 · 9 mos · Pune Area, India

• ➜Design and Manufacturing of Fixture and Tool Shank
• ➜ Developed a fixture for use in multiple products with similar efficiency throughout.
• ➜ Reduced handling time, as well as fixture changing time as different products from the same part family, could be used in this fixture without any difficulties.
• ➜ Improved product quality and customer satisfaction.