Ananth Velautham
Singapore
Summary
Experienced professional in banking operations, contact center, and IT with specialized expertise in handling scams and disputes, transaction monitoring, and chargeback scenarios. Proven ability to effectively manage customer escalations and conduct thorough quality audits to ensure optimal performance across all areas.
Overview
19
19
years of professional experience
Work History
Customer Experience Officer/Quality Assurance
Tdcx
01.2019 - Current
- Conduct comprehensive multichannel monitoring to assess employee behavior and customer service
- Ensure adherence to company policies, business laws, and regulations
- Prepare and analyze quality reports for internal and external stakeholders
- Partner with Operations, Training, and Clients to develop evaluation programs that align with account objectives and identify root causes and solutions for performance improvement
- Address customer complaints and feedback from various channels, including email and call listening
- Execute service recovery when necessary, based on complaints or call evaluations
- Perform additional duties to support the Quality Management System's effective implementation and continual improvement at TDCX
- Enhanced customer satisfaction scores by 15% through improved training programs and monitoring processes
- Optimized quality assurance protocols, resulting in a 20% reduction in customer complaints
- Evaluated business reports to build action plans to offset negative trends.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Business Support Analyst
Global Blue Pvt Ltd
01.2015 - 08.2018
- Spearheaded the preparation, collation, and submission of monthly and quarterly reports for the Country Manager, showcasing data-driven insights for strategic decision-making
- Submitted monthly and quarterly reports to boost managerial decisions
- Improved customer engagement by guiding and resolving platform issues
Fraud Specialist
PayPal Pvt Ltd
03.2011 - 07.2014
- Verified over 500 fraud charges, ensuring accurate analysis of Fraud Claims by identifying confirmed fraud
- Conducted thorough research and escalated disputes to internal stakeholders, ensuring timely follow-up
- Managed and resolved customer chargebacks by analyzing incoming disputes and executing timely resolutions
- Identified fraudulent activities among 1,000 transactions by investigating emails and accounts for PayPal customers
- Resolved 200 escalations efficiently by providing acceptable solutions from system or team member issues
- Tracked customer activity to identify trends and optimize dispute management strategies
- Provide support to business units with regards to cyber fraud management
- Managed daily volumes of credit card disputes for PayPal, achieving a 95% resolution rate
Team Lead
HSBC Pvt Ltd
01.2006 - 01.2011
- Lead and mentor team members to foster discipline and growth
- Oversee daily manpower management, workflow scheduling, and cross-departmental communication for efficient operations
- Uphold strict confidentiality of customer data
- Monitor and address incoming communications for transaction disputes and chargebacks
- Manage a team of 8-10 personnel
- Coach and train agents on bank products; conduct individual sessions for process and call improvement
- Validate escalated cases effectively
Education
Executive Masters - Business Management
AeU University
01.2018
Skills
- CRM
- Microsoft Office
- Microsoft Power Point
- QMS
- Tableau
- Training and coaching
- Complaint handling
Accomplishments
- Enhanced Customer Satisfaction: Increased customer satisfaction scores by 20% in 6 months through comprehensive QA measures.
- Efficient New Hire Training: Trained 50 new hires in quality assurance, reducing onboarding time by 25%.
- Complaint Reduction Success: Reduced customer complaints by 30% by implementing targeted service recovery processes.
- High Compliance Rate: Achieved 99% compliance with company policies and regulations in quarterly audits.
Languages
Bahasa Malaysia
English
Tamil
Timeline
Customer Experience Officer/Quality Assurance
Tdcx
01.2019 - Current
Senior Business Support Analyst
Global Blue Pvt Ltd
01.2015 - 08.2018
Fraud Specialist
PayPal Pvt Ltd
03.2011 - 07.2014
Team Lead
HSBC Pvt Ltd
01.2006 - 01.2011
Executive Masters - Business Management
AeU University
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