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Work experience

Oct 2010Present

Asst. Manager - Corporate Services

Matrix Business Services India Pvt. Ltd.


  • Generating monthly MIS reporting, TAT Analysis, Cost & Pricing / Business Analysis and forecasts reports to management
  • Mapping prospective customers, handling sales queries, and participating in pricing decision
  • Spearheading enhancement of business with existing clients
  • Retaining all existing corporate clients through renewal of agreements
  • Delivering training in the areas of Induction, Process, Soft skills and MS Office
  • Carrying out Training Need Analysis" and 'Training Need Identification' Modules
  • Implementing training needs to create & update presentation materials, visual aids, games and workbook style documentation to facilitate learning
  • Identifying training gaps by constantly assessing the business environment and changing requirements
  • Handling Induction, Intensive and refreshment training to new hires and existing associates
  • Reviewing and revising Standard Operating Procedures with version & revision control documentation
  • Conducting monthly expenses audit at PAN India to harness cost & revenue leakages


  • Conceptualised exhaustive process road map with flow charts and SIPOC
  • Bagged accolades from clients and peers for prompt deliverables
  • Honoured with Performer of the Year Award for the year 2012
Jul 2007Oct 2010

Sr. Associate - Financials & MIS Team



  • Mentored and led Financials & MIS team to process financials transactions for Citibank Asia Pacific Operations
  • Handled Vostro & Nostro Accounts and directly reported to Head of Department
  • Performed regular process review and ensured adherence to agreed SLA & SOW
  • Furnished weekly State-of-Shop & metric reports to top management and clients
  • Carried out ADS+, Vision Plus, and Systamatics U.A.T and B.C.P Testing for Asia Pacific Citibank operations
  • Reviewed risk control self assessment tests for Cards Operations and submitted the reports to management


  • Holds the distinction of receiving:
    • Zero Defects Award two times in year 2008
    • Innovator Award for the Best Idea Implemented for the year 2009
    • Star of the Month Award for process improvement implement in October 2009
  • Led automation of Citibank Taiwan Journal Entry Process and minimised 4 FTE's in 2010
  • Proposed more than 20 Process improvements
Oct 2006Jun 2007

Sr. Officer - Dispute Resolutions Team



  • Led India Cards Reconciliation process for acquiring & issuance chargeback accounts
  • Provided guidance to Merchant Service Team for daily acquiring chargeback & copy requests
  • Addressed Visa / Master Retrieval Request and valid representations against chargeback initiated by member banks
  • Coordinated with Merchant Recovery Credits whenever merchants were unable to provide valid charge slips or order forms within stipulated time frames
Jun 2005Sep 2006

Jr. Officer - Risk Control Unit

Atlas Documentary Facilitator Company Pvt. Ltd.


  • Analysed credit card transaction submitted by merchants at HDFC Electronic Data Capturing Terminals across India and detected the fraudulent or suspected transactions
  • Studied and reviewed fraud reports received from issuing banks and provided details of merchants with high FTS ratio for removal of EDC


  • Adroitly identified and stopped funds for fraudulent transactions done by merchants


Aug 1999Oct 2001


Alagappa University


Seeking senior level assignments in Process Operations, Client Relationship Management and MIS Reporting with an organisation of high repute in BPO and KPO sector


  • Innovative professional with over 12 years of progressive management expertise in:

  -          Process Operations                   -      Business Development          -       Card Operations

  -          Key Accounts Management      -     Service Delivery                        -       Reconciliation

  -          Risk Assessment                        -      MIS Reporting                           -       System Implementations

  • Proficient in developing & streamlining systems with proven ability to enhance operational effectiveness and meet operational goals within the cost, time & quality parameters
  • Record of consistently achieving the projected targets, building dynamic teams, identifying high-yielding services and products during the career span
  • Deft in handling the credit card department, recruitment, training, customer service and query resolutions
  • Proficiency in coordinating with internal/external customers for running successful business operations and implementing procedures and service standards for business excellence
  • Possesses strong analytical, communication, detail orientation, interpersonal and leadership skills