Fraud Operations Analyst
Royal Bank of Canada
Total years of experience :15 years, 8 Months
• Action maintenance to fraud issues
• Analyze and take security measures to prevent fraud
• Create fraud reports based on the type of fraud
• Assist in resolving fraud using internal process/measures
• Act as liaison with other departments in mitigating risk
● Manage supervisors, employees with the floor head count of more than 100
● Directly responsible for performance and related metrics
● Responsible for client-vendor meetings and performance reviews
● Created workshops to help front-line agents adapt customer centric approach
● Provide feedback using innovative and proven ways to help improve performance of employees
● Implementation of new projects/campaigns based on client need/request
● Standardized the call quality audit process
● Helped groom front-line staff, introduced subject matter expert roles
● Helped improve profitability margins by ensuring optimized resource utilization
● Headed weekly meetings, daily shift huddles to inspire/motivate employees
● Helped improve sales conversion by implementing call disposal analysis for a major insurance provider
● Helped improve agent productivity by getting resources cross skilled
● Used the client provided data and monthly performance to create action plans
● Provided training and focused on direct impacting behavior
● Help implementing solutions to help improve customer service, communication skills
● Extended my services as a part of the hiring panel for clients across different industries. Introduced call calibration meeting between operations and quality assurance team
● Helped improve employee engagement by training team leads on methodology to interact with frontline staff
● Managed team of customer relation, telemarketing and sales agents
● Managed the employee life cycle in collaboration with HR team
● Acted as a direct point of contact for client communication and vendor management
● Responsible for improving quality on various metrics including communication skills for new immigrant employees
● Responsible for a daily touch point- operations with the Director and Vice- President
● Responsible for to overlook the calibration process of the center and client co-ordination
● Acted as a liaison between other departments of the organization and operations
● Achieved monthly/quarterly targets consistently
● Responsible for improving sales and quality of service
● Managed in improving customer base by customer implementing improvised policies
● Provided feedback/action plans on areas in need of improvement from quality audits
● Recorded and presented weekly performance reports for the Managing Director
● Handled team of service delivery, accounts and customer service professionals
● Improved profitability margins and customer satisfaction
● Acted as a direct point of contact for critical business and monetary decisions
● Regular meetings with operators to resolve concerns and business path explanation