CLIVE FERNANDES

• On-boarding and maintaining New to Bank Merchants over E-Commerce Platforms such as Cyber Source, MasterCard Internet Gateway Service and Etisalat Payment Gateway.
• Catered to different configuration requests from Aggregator Merchants such as Checkout.com, PayFort, Telr and CCAvenues to streamline their respective merchant integration.
• Setup of Digital Wallets such as MasterPass and Visa Checkout.
• Worked closely with Fraud/Risk Management and Chargeback Departments to mitigate risk over online transactions and provided reports and feedback over flagged merchants/transactions.
• Providing guidance and resolving merchant complaints and disputes in a timely manner to establish and ensure smooth and satisfactory merchant/client relationship while minimizing customer attrition.
• Ensuring Inclusivity of all stake holders involved from card acquiring business to the end merchant in major projects such as Souq.com, EMAAR, Apparel Group, AL Tayer LLC among various other international brands.
• Involved in Mobile POS Solutions as well as other innovative solutions such ALIPAY, ANDROID and Dynamic Link Library Integration of Point of Sales terminals to be used in Above the Line Marketing, Customer Management and Corporate Analysis.
• Quality Control review and Sample Check for the past days processes to place the department in line with client requirements.•
• Daily Audit Log verification to diminish and identify errors within day to day operations and implementing processes for rectifications.
• Maintaining daily, weekly and monthly MIS to be used in analysis within the operations group.

• Maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms;
• Developing business by identifying product and market development opportunities along with other teams;
• Performing and administering data migration & system updates of software for all type of terminals;
• Skilled in EDMS, CTS, Terminal Management System (T.M.S), and ORACLE Inventory Management;
• Reporting of terminals inventory and terminals prepared to the unit manager;
• Creating monthly MIS for the unit which gives a total breakup of all activities at TFU.
• Managing Mashreq's Key E-commerce merchant accounts on MIGS Payment Gateway;
• Reconciling & maintaining terminals stock on daily basis & coordinating with vendor for software related issues
• Providing technical support to sales team for all kind of terminal related issues;
• Coordinating with vendors for delivery of new terminals based on requirement & delivering the fixed terminals; and
• Interacting with sales team regarding any issue of terminals and updating records of all faulty terminals.

• Managing card operations department for newly launched Oracle Flexcube;
• Participating in all system parallel or pilot testing intended for cards and continuous process improvements;
• Spearheading day-to-day management of card maintenance back office banking services to all customers;
• Ensuring adherence to SOPs, quality and audit requirements, maintaining assigned SLAs and TATs; extended high quality customer service always; and
• Managing customer queries and providing resolution to customer complaints.

• Managing operations for rendering and achieving quality services, providing first line customer support by answering queries and resolving issues, ensuring minimum TAT;
• Monitoring overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level;
• Enhancing customer satisfaction matrices and ensuring speedy resolution of queries & grievances;
• Assessing customer feedback, evaluating areas of improvements and providing critical feedback;
• Updating customers on newly launched bank products to fulfil the financial targets; and
• Steering maintenance activities in replacing ATM and credit cards.