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
Power BI
SQL
KYC Operations
Problem-solving skills
Time management
Multitasking Abilities
Calm and professional under pressure
Self motivation
Card Operations
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 -