Sangeeta Jayakumar

Responsible to provide dedicated E2E recruitment, commercial, professional consultancy and administrative activities relating to contigent workforce management.

Handles day to day recruitment operations, manages queries, IQN workflow & commercial rate negotiations.

Onboard/offboard the contigents workforce,source, select, hire, extension of contract.

Manage about 3000 contractors for the PT/Upstream businesses in the Australia region.

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• Supporting Stripe merchant operations
• Using the Stripe Dashboard Admin to review and verify identification documents (e.g
• Government-issued
• IDs, business registration documents) submitted by merchants and Business Development teams to ensure credibility and accuracy
• Organizing received submission through Zendesk
• Review merchant information to ensure data submitted is current and updated
• Articulate and flag discrepancies in submitted merchant data
• Build and support systems and processes to support merchants
• Key Achievements:
• Completing 450-500 account audits daily for multiple regions
• Achieving RPH ( Review Per Hour ) from 36% to 120 % on a weekly basis
• Achieving AHT ( Average Handling Time ) of 46 % to 170 % on a weekly basis
• Achieving Accuracy Rate of 89 % to 95 % on monthly basis .

• Review content that is uploaded on social media platforms
• Screen and remove content that violates the policy
• Edit contents wherever necessary to provide better content to viewers and readers
• To make corrections in case of false or exaggerated contents
• Use different content metrics to evaluate the readability, expressions and the ability to make an impact on the reviewers and readers of the content.

• Support our customer’s KYC verification by using systems and tools to complete the end to end process including a video verification
• Responding to any KYC profile which requires verification
• Determine if there are any fraud patterns or OFAC consumer profiles and escalate
• Ensure due diligence on consumer profile is complete adhering to SOP’s
• Ensure that work is completed in accordance with established procedures and standards
• Show dedication and ownership of clearing the queues-adhere to service levels
• Key Achievements:
• Completing 280 account audits daily for multiple regions.

• Preparing daily and weekly company accounts
• In charge of recruiting new customers for online betting
• Overlooking on staff’s performance in achieving monthly targets
• Provide coaching to staff on how to reach their daily sales.

• Achieving call targets (RC - Activation & Credit Card Activation)
• Act as the back-up for the Call back or Return Card Team as and when assistance is needed
• Supporting the product managers to manage at least 2 test programs in a year
• Key achievements:
• SPA Star Performance Award 2014
• Maintaining the call percentage of 95% of a given list in a day /minimum 100 calls

• Performing the verification process for the PEU (PRE EMBOSSED UPGRADE) card and for PAU (PRE
• APPROVED UPGRADE) card via telecommunication and explaining the terms and conditions of the card
• Processing customer requests within a given time frame
• Key achievements:
• Meeting an overall conversion rate of 60% and duly achieving a minimum of 1300 Points
• Increasing the cross-sell retention from 2% to 5% within a given period.

• Maintaining an ESMS timeline and duly attending to the cancellation requests via ESMS
• Monitoring and thereafter processing the department’s quarterly catalyst
• Key Achievements:
• Overall voluntary retention rate at 50%
• Cross-selling retention increased from 2% to 5%
• Achieving a 4 Portfolio cross sales product on a daily basis.

• Communicating with card members on a day to day basis to remind and duly collect outstanding payments before the due date
• Ensuring customers make settlement of minimum payment to avoid future disruption in the usage of their credit cards
• Key Achievements:
• Maintaining call volume stability and keeping constant communication with customers.

• Communicating with customers on a daily basis to verify / update their particulars in line with the government ruling
• Handling customer complaints and duly routing them to the nearest Maxis Centre to enable them to rectify / solve issues
• Submission of forms to the support team to update the ODBC DATABASE.

• Maintaining a database of vehicle stock levels and stock availability
• Processing customers’ orders
• Processing and preparing related documentation for the purposes of bank loans, insurances and vehicle registration with the Road and Transport Department.