Experience

Tata Consultancy Service(TCS)

• India
• Construction
• 300 - 400 Employee

• Senior Process Associate

  • Jan 2012 - Present

  Responsibility:• Handling inbound calls for CITI Bank Credit Cards US clients with all their banking needs and sales. Responsibility included handling balance inquiry, APR. inquiry, credit line inquiry, credit card request, Updating inaccurate information on client’s credit card account, Verifying fraudulent Charges and dispute, offering balance transfers etc.• Adhere to Citibank Compliance, security and audit procedures.• Enter member transaction data into the online banking software.• Worked on application like Sawgrass, Outlook. • Maintaining AHT, accuracy, quality, adherence, FCR (First Call Resolution).• Call transfers on Avaya Device.• Call logging, call follow up and call closure. • Maintained 100 % on CSAT (Customer Satisfaction), NPS (Net Promoter Scores), ETU (Easy to Understand Score)• converting them into a positive sale. Show less

• Senior Process Associate

  • Jan 2012 - Present

  Responsibility:• Handling inbound calls for CITI Bank Credit Cards US clients with all their banking needs and sales. Responsibility included handling balance inquiry, APR. inquiry, credit line inquiry, credit card request, Updating inaccurate information on client’s credit card account, Verifying fraudulent Charges and dispute, offering balance transfers etc.• Adhere to Citibank Compliance, security and audit procedures.• Enter member transaction data into the online banking software.• Worked on application like Sawgrass, Outlook. • Maintaining AHT, accuracy, quality, adherence, FCR (First Call Resolution).• Call transfers on Avaya Device.• Call logging, call follow up and call closure. • Maintained 100 % on CSAT (Customer Satisfaction), NPS (Net Promoter Scores), ETU (Easy to Understand Score)• converting them into a positive sale. Show less



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Process Associate

  • Jun 2012 - Apr 2014

• Senior Process Associate

  • 2012 - 2014