Assistant Manager, Business Analysis and Internal ControlApr 2007 - Nov 2011 (4 years)
? Joined as Sr. Process Associate Migrations, promoted to Sr. BA, next promotion to AM. ? Responsible for conceptualization, implementation, monitoring, training and directing a Comprehensive Methodology for Standardization in treatment of Shrinkage and the treatment of its cost ? Established structure, tools and practices to ensure compliance with Revenue Tracking tool with indicators for leakages and cost overrun on MS Excel/Access. Employed the Tool around three geographical locations remotely, one out
Disputes Analyst - Credit CardsFeb 2006 - Nov 2006 (9 months)
? Handled Credit Card Disputes raised by Credit Card holder ? Analyzed the dispute in light of proofs submitted by Merchant ? Analyzed the credit history of the Credit Card holder ? Take Decision of either charging back Merchant & re-billing card-member
Sr. Team Member - Special QueriesApr 2004 - Jan 2006 (1 year)
? Chosen to be a part of team to handle FTR Fail and Complex Billing queries. ? Analyzed Tariff for better solution to the customer. ? Monitored Transactions for Team quality.
Tech Support Officer - SBC YahooJan 2003 - Mar 2004 (1 year)
Handled inbound Tech support calls for SBC Yahoo Internet Users.
Bachelors in Commerce1994 - 1999 (5 years)
Post Graduation in IT1999 - 2002 (3 years)
Six Sigma Green Belt (2009)InterGlobe Technologies
Six Sigma Green Belt Certification in 2 Projects with Cost Saving
COPC RCT (2010)QAI
Customer Operations Performance Centre, Registered Coordinator. Certification for BPO Performance Management control.