Vishnumaya Manoharan
Chennai
Summary
Dynamic Operations Support Specialist with over 3 years of experience, including a pivotal role at Citicorp Services Private Limited, where I enhanced operational efficiency and customer engagement. Expert in troubleshooting and financial analysis, I excel in task prioritization and effective communication, significantly improving performance metrics and client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Operations Support Specialist
Citicorp Services Private Limited
Chennai
09.2023 - Current
- Having 16 months of excellent experience in chat operations in banking operations support, I am well trained to handle Sawgrass Live Engage, Kore.ai tools, and E-services for providing technical support to customers by troubleshooting, using a ticketing tool, etc.
- Maintained logging details of customers into a database system used for tracking purposes, using Lexis Nexis and a threat metrics tool.
- Effectively handle credit cards, such as account maintenance, account closure, opening secure cards, linking accounts, disputes, rewards, miles, fraud disputes, interest and late fee waivers, converting accounts, lowering APR, and performing multitasking.
- Resolved customer complaints by working closely with internal teams to identify root cause issues and escalate issues to supervisors as per customer request.
- Handling customer fraud, billing disputes, and providing customers with a required resolution.
- Handling credit card management of customers' accounts and having good experience in problem-solving skills and handling customers' and clients' requirements. Overall, maintaining accounts and performing multitasking using all the essential tools.
Senior Associate
Tata Consultancy Services
Chennai..
06.2021 - 09.2023
- Having 2 years of progressive and dynamic experience in technical support.
- Experience in solving basic user issues, escalating unresolved issues to the next level, and providing the issue status to the business unit until resolution.
- Interacted with onsite coordinator/clients for requirement gathering and effective analysis.
- Consulted with clients and team members to evaluate client needs, developing plans tailored to individual situations and advising on effective implementation.
- Managed day-to-day operations of the consulting team.
Education
Bachelor of Arts - Computer Applications Development
SNMV College of Arts And Science
Coimbatore05-2021
Skills
- Customer engagement
- Operational efficiency
- Reporting and documentation
- Performance metrics
- Troubleshoot service issues
- Effective communication
- Self motivation
- Task prioritization
- Financial analysis
Accomplishments
- Achieved 1 Bronze Award for Consistently excelling in all performance metrics.
- Certified as star performer of the month consistently and got an award for best mentor in TCS
- Participated in TCS workshops and provided 24/7 team support and creative ideas
Affiliations
- Tracking and collection of necessary details in team regularly and providing EOD.
- Maintaining team records and submitting it to onshore client and Providing KT to freshers
- Mentoring freshers and trained freshers with all process knowledge
- Taken responsibility of reviewing my team performance and quality assurance for our team
- Managing leave planner, tracking mandatory training and tracking Login delays in team
Certification
- Completed Amazon Web Services in Cloud Computing
- BDA – Certification in Retail banking Functions and Delivery Channels
- MFDM AI - The renaissance
- Software Security Assurance
- Completed E – Services training to provide technical solutions to customers
Timeline
Operations Support Specialist
Citicorp Services Private Limited
09.2023 - Current
Senior Associate
Tata Consultancy Services
06.2021 - 09.2023
Bachelor of Arts - Computer Applications Development
SNMV College of Arts And Science
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