Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Priyanka P

Priyanka P

Senior Customer support Associate
Chennai

Summary

Dynamic Senior Customer Support Executive with a proven track record at TCS, enhancing customer satisfaction through effective KYC operations,Card Operation and problem-solving skills. Adept at mentoring teams and implementing quality assurance measures, driving continuous improvement, and fostering collaboration to achieve service level agreements. Currently upskilling in Python,SQL and Power BI to transition into a Data Analyst role. Skilled in data handling, Client interaction and Reporting.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Customer Support Analyst

TCS
09.2022 - Current
  • Act as an SME and also do an internal audit to increase the team performance to achieve the SLA
  • Served as an escalation point for challenging customer cases, applying KYC check to reduce the money laundering in society.
  • US Card Operations - Chargeback Process,Pre-Arbitration review from issuer's bank side.
  • Experience in dispute lifecycle(Chargeback-Representment-Pre-Arb -Arbitration)
  • Analyzing evidence,communicating clearly within the desired timelines gives profit to issuer bank.
  • Enhanced overall customer satisfaction by efficiently resolving complex issues and providing personalized support.

Senior Customer Support Analyst

Teleperformance
07.2018 - 08.2022
  • FATCA- Screening and evaluating the individual/Entity form with internal evidence. Then updating tax information.
  • Redress Process- Uphold complaints above the sale of PPI. So the Mis-sale PPI will be refunded to customer with compensation.
  • UAE-Abu Dhabi Islamic Bank - KYC ODD process with Respect to Risk Rating.
  • KYC ODD is a mandatory check for all customers to reduce the money laundering in the soceity.
  • Improved customer satisfaction by providing timely and accurate resolutions to complex technical issues.
  • Developed training materials and enhancing the skill set of new hires and existing team members alike.


Education

MBA - Human Resources Management

Madras University
Chennai
04.2001 -

Bachelor of Engineering - Electronics And Communications Engineering

Apollo Engineering College
Chennai, India
04.2001 -

Skills

Python

Certification

Data Analyst

Timeline

Data Analyst

06-2025

Senior Customer Support Analyst

TCS
09.2022 - Current

Senior Customer Support Analyst

Teleperformance
07.2018 - 08.2022

MBA - Human Resources Management

Madras University
04.2001 -

Bachelor of Engineering - Electronics And Communications Engineering

Apollo Engineering College
04.2001 -

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Priyanka PSenior Customer support Associate