Surender Singh

· Handling & Managing a team of 12 analysts with different client's goals.

· Delta Airlines, Express & Borderfree three major clients as chargeback clients. Looking after their daily chargebacks, transactions volume, and imperative task to increase their win ratio.

· Reporting packages and bifurcation of Win/losses for all three clients. Majorly, briefing them about their chargeback win/loss insights.

· Looking at the flaws timely for clients in their chargebacks and value added suggestions or robotics to add better solution and cost savings for the clients.

· Add innovation for client to ease down their work and create a robust reporting for them.

· Implementation of new clients going live for chargeback & importing process.

· Keep a check on development process for all the analysts working under my team. Looking after their growth and providing them regular coaching and feedback.

· Managing EEAT (Employee engagement activity team) at a global level. EEAT team is responsible for learning, fun and timely updates within the process.

Leading presentation for my clients during annual town hall. Providing updates for my clients to entire group.

Key Projects lead:

· Implementation of new clients: This project involves from testing clients data in our platform (Interceptas) and checking oddity with the data every day, informing client & implementation team. The process looks easy but involves 100s of emails exchange, data exchange, multiple calls with client and other teams and finally ending once the client go Live. One of the toughest client I helped with implantation was T-Mobile (Worldpay Processor), then Bed Bath ADS processor.

· Win for a client – This project was for Express chargeback client. Earlier this client was with US chargeback team and they were not able to get good win ratio for this client. The win ratio was in 20s every time and the max they got in last three years was 32.46%. Then this client moved to India chargeback team and given to as a project to increase the win ratio and else client may cancel the contract. From the first month my team started with a win ratio of 38.62% and by the 4th month we achieved 50.42% win ratio.

· Robotics – Since I was handling importing team, I have given support to senior account manager who is responsible for robotics and automation within the process.

Key Achievements as Team Lead :

· 4 times Above & beyond award in global town hall

· Won best team & Team lead award in the first year of my team lead role for Delta Airlines.

· 2 time team player award in process town hall.

· Written client recognition to senior leadership for me and my team.

Core Job :

· Handling Customer queries over chats.

Key Achievements:

• Won the Highest RTF Awards 10-12 times.
• Have been a part of the ‘Club 100' chats 9 times.
• 3 times iCare award for raising voice for the customer.

Subject Matter Expert/Team Captain Role:

Key Responsibilities:

• Performance Management through constant coaching and feedback.
• Auditing chats to find key trends and identifying opportunity areas, hence providing targeted coaching.
• Driving scores on a daily basis and maintain scores above the target level.
• Action plan for CCPs not able to meet the targets.
• Have been a part of many pilot batches for any new implementation of tools.