Esther S

Tech support

Streamlined the process of troubleshooting and ensuring the optimal network. Analyse and investigate customer query and tools to recommend and deploy measures to resolve the issues. Support the department strategies to achieve business goals and minimize fraud loses. Ensure that all issues are handled in an efficient and timely manner to meet all regularly guideline and requirement. Managed a team of 20 people to guide and support. Worked extended hours and during weekends as per business demands. Ensured stickability of cases / query % and always aimed to reduce referrals to onshore. Process Knowledge/Cross Knowledge/Flexibility Supported all cross trained processes as per situation demand and also handled all complex processes and from simple to complex as per operational requirements.

Involved in transactions processing for UK large Investment banking client. Processing all customer request as per TAT. Policy Adherence / Risk :Adhere to and complying with all Atos / Project policies. Maintained sanctity of customer data and adhered to Compliance, Infosec and audit requirement policies. Mandatory Trainings / E-learnings :Complete all Client mandatory trainings and service line mandatory trainings and any e-learnings to enhance knowledge and skills. Customer SLA - Productivity :Achieved quality levels to meet and exceed customer SLAs and showed increase in productivity year on year. Customer SLA - Quality:Processed information / financial transactions in accordance with the assigned targets and accuracy.

To work and excel in a challenging atmosphere in any concern, and in turn, to help the concern to grow in every possible manner. Tools :MS Word, Excel,Faster payment, Ledger. Process Knowledge : Bacs Returns (Returning amounts with Perfect Approval) BCNR (Beneficiary Claiming Non Receipt) Break-down of Credits(Code line details of the cheque Amount) Bulk Queries (Requirements has to be met of more than 10 tasks) Missing Credits (Amount Misplaced) Processing Errors (Verification done on the amounts) Unpaids (Investigation is required why the cheque unpaid and reason) AML (Anti Money Laundering) and Frauds(Creating fake images).