Senior Group Lead
Wipro Limited
Total years of experience :7 years, 0 Months
Successfully leading a team of 25 employees to consistently meet and exceed customer satisfaction targets on Fraud investigation and research Developed a comprehensive training program to help new team members to quickly integrate. Organized team meetings to discuss goals and objectives, ensured deadlines are met, and provided guidance and mentorship Created and implemented strategies to motivate team members and increase productivity Collaborate with leaders to provide strategic and operational plans associated with the account Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Established processes for tracking team progress and providing feedback Work with quality team to ensure the current business is as per the delivery standards of the contract Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Provide timely assistance in case of an escalation and support resolution of escalations/ issues.
Managed a team of 24 employees to deliver projects on time and within SLA Goal setting and coaching opportunities for the team members Monitor team performance and report on metrics Preparing monthly volumes planning -Managing incoming and producing decent outgoing day to day Maintaining inventory for various customer complaints such CFPB (Consumer Financial Protection Bureau) Complaints, BBB (Better Business Bureau) Managing accounts with suspicious activity, performing account level investigation and rectifying losses by taking appropriate action Identifying accounts with abusive pattern and closing after performing due diligence.
Performing due diligence on the customers disputes using Mastercom Guidelines Performing reasonable investigation on the accounts to prevent unwanted losses Identifying process gaps and rectifying the same for better customer experience Preparing process refresher documents & Driven Analysis on teams queries and decreased the query percentage Mentored 10 New Hire batches till they meet the OJT (On JOB Training) Targets Acting Lead: Was given an opportunity of Mentor/Acting manager for a tenured team which resulted in teams average performance to positive.
Performed due diligence on the customers risky transaction which are triggered by the system as a suspicious transaction Identifying if customer account has been hacked by checking various attributes on the account such as IP Location and customer relations Identifying if customer account has been hacked by checking various attributes on the account such as IP Location and customer relations Identifying different fraud patterns and taking appropriate steps to close the accounts Mentored new hire batches for smooth on-boarding