Senior Process Associate - Tata consultancy services - Chennai, Tamilnadu
(2022-09)
Payments Monitoring Analyst / SWIFT Operations Specialist Client: Société Générale | 4 Years Monitored SWIFT payment systems to ensure secure and uninterrupted financial transactions across global banking networks.
- Worked extensively on SWIFT applications including SAA (SWIFT Alliance Access) and SAG (SWIFT Alliance Gateway) for payment processing and message flow management.
- Performed real-time alerts monitoring and incident detection, ensuring quick identification of payment failures, delays, and suspicious activities.
- Managed incident lifecycle (L1/L2) including detection, analysis, ticket creation, escalation, and resolution as per SLA.
- Acted as Shift Lead for European hours, managing team operations and ensuring seamless handover across regions.
- Coordinated with cross-functional teams (payments, network, compliance) for faster incident resolution.
- Ensured SLA adherence and operational efficiency during high-volume transaction periods.
- Collaborated with project teams on automation initiatives, contributing to scenario creation and implementation.
- Identified repetitive manual tasks and supported automation to improve efficiency and reduce human error.
- Contributed to continuous improvement of monitoring and incident management processes.
- Trained new hires on process, tools and 4 eye validation.
- Contributed to SOP creation and documentation for process improvement.
- Specialized in Incident Management and SAR documentation with proven experience in handling critical incidents and maintaining SLA compliance
Technical Support Specialist - Techmahindra - Chennai, Tamilnadu
(2021-11 - 2022-09)
L2 Technical Support Specialist – Telstra Australia Telecom network Engineer
- Performed remote troubleshooting using remote assistance tools to resolve end-user system, network, and application issues.
- Executed batch scripts using BAT tools for automation of repetitive tasks and system-level troubleshooting.
- Configured and supported network and system setups, ensuring proper connectivity and performance.
- Diagnosed and resolved issues related to network access, system permissions, and application functionality.
- International voice support
Customer Service Representative - HCL Technologies - Chennai, Tamilnadu
(2021-02 - 2021-11)
E-Commerce Voice Support Executive – Responsibilities (Client: Office Depot – US E-commerce Process) Handled inbound and outbound customer calls for online orders, product inquiries, and account support in a US-based e-commerce environment.
- Assisted customers with order placement, order tracking, cancellations, returns, and refunds through the e-commerce platform.
- Resolved customer concerns related to delivery delays, damaged items, incorrect shipments, and payment issues.
- Provided product recommendations and cross-sell/upsell support similar to platforms like Amazon.
- Coordinated with logistics, warehouse, and backend teams for order fulfillment and issue resolution.
- Achieved KPIs such as AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution).
- Provided support for website navigation issues, login problems, and payment gateway errors.
- Worked in a fast-paced environment managing high call volumes efficiently.
Associate Customer Support - Techmahindra - Chennai, Tamilnadu
(2019-07 - 2020-12)
Telecommunication Voice Support – International Process Handled international customer support calls, resolving telecom-related queries (network, billing, device issues) with high customer satisfaction.
- Delivered first-call resolution by troubleshooting technical issues efficiently.
- Maintained excellent communication standards with global clients.
- Acted as a floor support SME to assist team members with complex customer issues.
- Provided real-time guidance on call handling and technical troubleshooting.
- Shared updates on process changes and ensured team adherence.
- Handled escalation cases from dissatisfied customers or regulatory complaints.
- Coordinated with internal teams to provide timely resolutions.
- Ensured compliance with company policies and service standards.
