Takkshila Kohli
Summary
Results-driven Quality and Process Excellence Leader with 10+ years of experience in banking and financial services. Expertise in contact center quality, risk management, fraud & chargebacks (EBT), Lean Six Sigma, and compliance. Proven ability to drive cost reduction, improve quality scores, manage client escalations, and lead cross-functional teams while ensuring regulatory adherence and operational excellence.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Assistant Manager Quality - Banking Solution
FIS Global Solution
12.2014 - Current
- Lead process improvement initiatives to enhance efficiency and reduce waste across various departments.
- Implement Six Sigma and Lean methodologies to improve process quality and customer satisfaction.
- Collaborate with cross-functional teams to identify areas for process optimization and cost reduction.
- Works on Service Now tickets regarding disputes and chargeback.
- Monitor key performance indicators (KPIs) and prepare reports for senior management review.
- Resolved disputes between internal stakeholders and vendors in a timely and diplomatic manner, ensuring minimal disruption to business operations.
- Analyzed customer chargeback disputes and EBT card transactions to identify fraudulent activity.
- Collaborated with internal departments such as finance, operations, and acquirers regarding chargebacks.
- Ensured that all refunds or credit adjustments were processed accurately according to established policies and procedure to consumers EBT account.
- Reviewed and analyzed daily reports on suspicious activity, utilizing critical thinking skills to identify patterns and prioritize investigations accordingly.
- Maintained accurate records of all investigations, ensuring compliance with regulatory requirements, and facilitating seamless communication between different teams involved in fraud prevention efforts.
- Initiated feedback loops for continuous learning from both internal teams and external clients.
- Conducted extensive internal call audits for trend analysis to identify errors and opportunities of improvement for contact centers.
- Meticulously collected and reported quantitative metrics using Excel to identify potential issues for contact Centre processes based on trend data and overall quality performance and works on CMMI framework.
- Demonstrate integral part of team, utilized strong problem-solving skills to develop operational procedures as per ISO Standards Review call recordings and case details to ensure CSR accurately capture details of the caller as a Subject matter expert Conduction Quality orientation with different call canters associated with EBT.
- Monitors LOB compliance/EWS activities to verify that regulatory compliance deadlines and requirements are met.
- Managing service escalations with a focus on ensuring that appropriate analyses is provided to the stakeholders/clients and corrective action is suggested to make processes more robust.
- Lead and conduct weekly/monthly client meetings to display the current standard of customer service and to discuss improvement opportunities.
- Project Initiatives: The project summaries provided showcase strategic initiatives aimed at cost reduction and quality improvement within an organization.
- The 'No Show - Travel Green' project, running from October to December 2017, successfully reduced transportation costs by raising awareness about the financial impact of employee absenteeism, resulting in a commendable 10% decrease in no-show incidents.
- Quality Score Improvement (DMAIC)
- Prevented 5% billing penalty by improving audit scores through One Page Application (OPA) and structured quality interventions.
- Interactive Voice Response (IVR) bots are revolutionizing call centers by automating the handling of incoming calls. These bots use Artificial Intelligence (AI) and Natural Language Understanding (NLU) to interpret and respond to voice inputs, allowing for a more efficient and streamlined customer service experience. By implementing IVR bots, call centers can reduce the number of calls that require human intervention, thereby “lowering operational costs” and “improving customer satisfaction”.
- The “Cardholder Portal”, on the other hand, is an online platform where EBT cardholders can manage their accounts. Users can check their balance, view transaction history, and manage benefits. The portal also supports mobile access through an app and QR codes, providing a convenient way for cardholders to handle their accounts from their smartphones.
- Both IVR bots and cardholder portals are part of the digital transformation in customer service, aiming to enhance user experience while optimizing resources.
Quality Analyst
Hyper Quality India PVT. (Ltd.)
05.2010 - 12.2012
- Evaluating calls for the agent based in U.S Giving online feedback to improve efficiency and ramp up the production Attending calibration sessions Take extra initiatives for the team to complete target and process SLAs on time.
Sr. Associate
WNS
01.2008 - 02.2010
- Handling customer online reservation requirements such as booking hotel accommodations, flight tickets, car travel, vacation packages etc Worked on the project for Six Sigma - Yellow Belt for three months and deliver the best results Conducting Quality sessions for new joiners in the process Conducting Sales Conversion reviews on a regular basis with the team.
Customer Care Executive
TELEPERFORMANCE India Ltd.
07.2007 - 12.2008
- Filling up the online credit card applications for the customer Informing the customer about the activation of credit card Selling the online services to the customer to protect credit card (theft and fraudulent transaction etc.) Handling team responsibilities regarding roaster and attendance tracker on daily basis.
Education
BBA - Risk Management
NIMS
HSC - Commerce
New Delhi Public School
SSC - undefined
St. Peter's Convent
Skills
Contact center transformation
Contact Center Quality Management
Risk Management & Fraud Detection
Chargebacks & Dispute Resolution (EBT)
Lean Six Sigma (Green Belt)
Certification
Green Belt Six Sigma
Timeline
Assistant Manager Quality - Banking Solution
FIS Global Solution
12.2014 - Current
Quality Analyst
Hyper Quality India PVT. (Ltd.)
05.2010 - 12.2012
Sr. Associate
WNS
01.2008 - 02.2010
Customer Care Executive
TELEPERFORMANCE India Ltd.
07.2007 - 12.2008
HSC - Commerce
New Delhi Public School
SSC - undefined
St. Peter's Convent
BBA - Risk Management
NIMS